There are some questions we get asked regularly, so we've put those together here with the answers! If you don't see your particular query addressed below, go ahead and contact us so we can get it answered as soon as possible!
Each plan has its own support options, with Support Pro being the most comprehensive. Support Pro includes unlimited tasks of 30 minutes or less, up to two hours of pro support, 90 days of off-site backups, and so much more.
Our Support Pro tasks include content and image edits, theme edits, CSS stylesheet adjustments, plugin changes, and more within WordPress. We will take care of any design or development issues that take fewer than 30 minutes.
Our support tasks do not include certain things, like installing new plugins, any custom development.
Help Desk Support tasks do not include installing brand new plugins, custom development (PHP, plugins, themes, etc), updating custom theme code, graphic design, or building out a new landing page, new form, or new website.
Here are some examples of what is and is not included:
Included: You provide us with a new image to replace one currently on the site
Not included: Graphic design for a new element on the site
Included: Adding a new field to your content form
Not included: Creating a new job application form
Separate domains require separate plans at every level of support offered. Say you have a support request under the Secure Plan. In that case, you'd be able to purchase additional time ($50/30 minutes). You may also use remaining Pro time from another domain set up under the Support Pro plan.
Support tasks that require less than 30 minutes are included in both the Support and Support Pro plans. Some tasks will go over 30 minutes. In that case, you'd be able to purchase additional time ($50/30 minutes).
Our support team is all based in the U.S. and our hours of operation are 8am-5pm MST. We generally respond to requests within 4 hours, though it's often much faster than that. Our turnaround on tasks is usually 8 business hours or less and Pro requests are usually completed in less than 24 hours.
As soon as you've chosen the plan that works best for you, we'll send out a welcome email detailing how you'll safely and securely send your login credentials for both WordPress and your FTP. After receiving this information, our engineers will log into the site, connect it to our maintenance system, perform any necessary updates, and tested the backup process. Your support plan will be implemented in 24-48 hours.
Site enhancements on our Pro plans can take up to one week, as we will be taking the time to make sure all components of your site, including themes, plugins, and core files, are properly optimized.
Of course we do! E-commerce sites or other sites with more advanced functionality require Support or Pro plans, as these sites need more support to be properly managed. We must dedicate more resources to these sites in order to ensure your site stays safe and secure 100% of the time.