We focus on tasks that can be completed within the time limits set by your account level. We aren’t overbearing in how we track, but we also want to offer – and expect – fairness in return.
The types of tasks that we can handle are installing and setting up plugins, fixing style issues, and offering support on how to find and setup new features your website.
If a task will take too long, we’ll tell you in advance so that we can work something out. If a task goes over because of a mistake on our end, you won’t be penalized.
We’ve created a handy list of some of the maintenance tasks supported in our plans. The list isn’t exhaustive, and if you want to confirm that you’ll be covered, contact us with your needs, and we’ll make it work for you.
We try to respond to all requests in a timely manner, generally the same day. We’re located in EST time zone, and nights and weekends we’ll be a bit slower on requests.
That said, we prioritize urgency of requests, and if you have a major issue like a site outage, we’ll do our best to handle that right away.
Within reason, you can expect a same business day response to your support questions. If we need more information we’ll follow up with you to determine what it’ll take to get your questions resolved.
This is something that we try very hard to avoid. All sites are backed up before we manually do any updates, and if your host supports it, a staging version is made as well to test all updates.
If your site breaks due to an update, we’ll first restore a backup to ensure that your customers can still access your site. We’ll then assess the issue and determine why it broke and what it will take to fix. If it was our fault, we’ll fix it for free. If it was a faulty plugin or theme interaction, we’ll determine if it’s an issue that we’re best suited to handle for you.
WordPress and some updates also offer automatic updates. This is often good, especially for security, but would be handled the same way: we’ll determine what it takes to fix and reach out to you before we do anything to your site.
We get this question quite frequently, but unfortunately, there are no good answers to this question as it stands. Sure, there are plugins in specific categories that shine above others, but each case is unique. Do you want a free one or are you willing to pay for one? Do you have a specific need that you’ve not found a match for?
Send us a support ticket if you have questions about a specific plugin.