FAQs

Frequently Asked Questions

Getting started

How do I get started?

You can start immediately with our WordPress maintenance services. The sign-up process is simple and only takes 5 minutes. After signing up, you will have access to our client portal, where you can immediately request help or support for your WordPress website.

What happens after I’ve signed up for a WordPress support plan?

We conduct a complete WordPress website health check audit of your site at onboarding and set up secure offsite backups, 24/7 site security, and uptime monitoring. The audit is shared via a support ticket and lists any issues or recommendations before we start your site maintenance.

What is your client portal, and what does it look like?

We’ve developed our custom client portal, which provides a WordPress support ticket system, a dashboard with key metrics related to your WordPress website, and other valuable features with a great user experience. One of our team would be happy to run through a demo of our portal. Contact us to arrange at your convenience.

What’s included and service details

How does your WordPress support work?

We use our specially designed WordPress support ticket system for all plan customers instead of phone support. Our 24/7 team of WordPress care plan experts is highly responsive to any support tickets raised, and having the issue detailed and recorded in writing makes it much easier for you and us.

Can I raise a WordPress support ticket anytime 24/7?

Yes, support tickets can be raised anytime 24/7. Critical WordPress site issues flagged as high priority are looked into ASAP.

How many WordPress support tickets can I submit each month?

There is no limit on the number of WordPress support tickets you can submit. However, if any requests fall outside your plan’s scope or the time it takes to make the changes you’ve requested is more significant than any inclusive improvement time, we’ll raise an estimate to let you know the cost of completing such work.

How often do you apply WordPress updates?

We monitor your WordPress website 24/7/365 and manually log in to check your website once a week with the Advanced Plan (bi-weekly with Business Plan and every month with Pro and Standard plans) and apply any WordPress core, plugin, and theme updates. Unlike other providers that use automated methods to manage updates, our WordPress experts check your website manually to ensure no issues after updates have been applied. If any problem or conflict is found, we work on this until it’s resolved.

What do unlimited WordPress bug fixes mean?

For Pro, Business, and Advanced Plan customers, we offer unlimited WordPress bug fixes for the life of your support plan. This means that any fix to your current WordPress website is covered, no matter how big or small.

How often do you take WordPress backups?

For Standard and Pro Plan customers, we take daily cloud backups of your entire WordPress website and database, storing them on our secure cloud server. For Business Plan customers, we take backups every 12 hours; for Advanced Plans, we take backups every hour. We keep 90 days of WordPress backups, so if in the extreme case we needed to restore your website from an earlier backup, we can do this quickly and easily.

Is WordPress custom development included as a website improvement?

Yes, if your plan includes website improvement time, this can be used for any kind of WordPress development. If development takes longer than the time included with your plan in the given month, we can provide a quote to complete the development at a very reasonable hourly rate. We’ll never complete any work that falls outside of your WordPress support plan before providing an accurate quote and checking you’re happy to proceed.

What is WordPress Speed Optimization?

WordPress page speed optimization work is included for Business and Advanced Plan customers. We optimize your website for faster loading times and monitor and maintain the speed increase for the life of your plan. We offer an improvement on your Google Core Web Vitals but don’t guarantee they will pass.

What WordPress SEO optimization is included?

General website-level SEO optimization is included for Business and Advanced Plan customers (this does not include in-depth on- or off-page SEO work). After signing up, we run a technical SEO audit on your WordPress website, a 100-point report that scores your WordPress website. We then work on improving and fixing issues to give you a higher score, ensuring your WordPress website is in excellent overall SEO shape to help improve your rankings.

How do you keep my WordPress website secure?

We typically install and configure Wordfence, a plugin endpoint firewall and malware scanner. It’s one of the best WordPress security plugins and is also ‘light’, so it does not negatively impact website speed. We can install alternative security plugins that align with specific client preferences. Either way, thanks to comprehensive security monitoring, scans, and backups, you can be confident that your site is secure and safe from hackers and can be quickly restored in the worst-case scenario.

Does it matter which WordPress hosting provider I use?

No. We can support your website irrespective of your WordPress website hosting arrangements. We can also manage the migration process from one hosting provider to another and even provide hosting if required.

What type of development is included in my support plan changes and improvements time?

Given the broad spectrum of development and changes that can be made to a WordPress website, it would be impossible to define precisely what is not included in the scope of our support plans. Instead of producing a never-ending list, we have provided several examples of things included with our care plans and examples of work that we DON’T include to provide guidance.

Guidance on work included:

  • Adding a new page
  • Adding new plugins
  • Configuring plugin settings
  • Editing existing content (text, images, banners, layout)
  • Ensuring your site is responsive (as much as your theme will allow)
  • CSS edits and additions
  • Widget edits (header, footer, sidebar)
  • Install and configure third-party platform connections

Guidance on work NOT included:

  • Graphic Design (creation of images or graphics)
  • Custom development (PHP, plugins, themes, etc)
  • Updating custom code
  • Creation of content
  • PSD to WordPress
  • Modifying plugin code
  • API integration that does not currently have guidance documentation
  • Configuration within third-party platforms and external sites

Examples

(1)

Included: Build a new page with the content you have provided us in a document with clear instructions on where to include the page on the site, also providing images with relevant copyrights.

Not Included: Ask us to write copy for a new page on your site and find supporting images.

(2)

Included: Recommend, install and configure a Woocommerce shipping plugin to meet your objective.

Not included: Custom development or amending the code of a Woocommerce shipping plugin to meet a complex process requirement.

(3)

Included: Install, configure or fix an Instagram image feed to show on your blog.

Not Included: Investigate a problem and adjust settings within a third-party application such as Instagram.

Do you offer the following

Do you provide WordPress custom development?

Yes, if you require a WordPress custom development project, which falls outside of the scope of your support plan, we can provide an estimate to carry out any type of custom development work. Please note we don't offer new WordPress site development or design.

Do WP Tech Support provide WordPress web hosting?

Our WordPress support plans do not include hosting, but we can provide dedicated WordPress hosting solutions that are tried and tested to improve overall performance and stability. Please get in touch with our sales team for more information about WordPress hosting solutions.

Is there a discount for nonprofits and charities?

Yes, if your company is a nonprofit or a charity we offer a 10% discount off all our WordPress support plans. Please get in touch with our sales team to find out more.

Do you cover websites built on platforms other than WordPress?

No, we’re focused on being experts in maintaining and supporting WordPress websites only.

Do you provide support for custom WordPress websites?

Yes, we can take care of almost any WordPress website, no matter how complex or custom. If you have an eCommerce, membership, multilingual, advanced functionality or high traffic website, you’ll need either our Advanced plan or speak to us about a Custom plan to meet your specific requirements.

I have multiple WordPress websites, is there any discount available?

We’re happy to negotiate a discount if you require WordPress support plans for multiple websites. We also offer a white-label solution suitable for agencies, freelancers, developers, or other businesses that want to outsource the WordPress maintenance and support of multiple WordPress websites.

Do you offer a plan that includes unlimited WordPress development?

No, we believe an ‘unlimited’ WordPress Support Plan generally doesn’t represent value in the long term for most clients. Instead, we keep our price point low and allow you to pay for additional improvement time only when needed.

What kind of WordPress improvements/development can you complete?

There isn’t much our WordPress support team of experts can’t tackle. We’re confident we can meet your objectives when changing your WordPress website. Examples of work we regularly complete include plugin customization, data migration, server setup or migration, custom fields, etc.

Can I phone WP Tech Support?

Our team is based globally, so we only interact with clients via email, live chat, and support tickets. Our WordPress support team is always available, no matter where you are based or the time of day. We’ve found that having everything in writing reduces the chance of misinterpretation, meaning better overall service delivery. While we don’t offer phone support, rest assured that customer service is our top priority, and you’ll always find contacting us quick, efficient, and professional. We can consider alternative communication methods should you opt for one of our Custom WordPress Support Plans.

Do you have an SLA for WordPress support plans?

No, but we aim to resolve WordPress support tickets as follows:

Business critical - ASAP, High priority - 24 hours or less, Medium priority 48 hours or less, Low Priority 48-72 hours or less.

Site Optimization - 2-5 days, Performance Optimization - 3-7 days.

These are target timeframes. If we deal with an exceptionally high volume of tickets, things may take a little longer, but this is rare.

Do you offer a free WordPress support plan trial period?

No. When we onboard a new WordPress website, we undertake a thorough WordPress site audit, which can often result in significant work completed. As a result, we cannot offer a trial period for WordPress Support Plans, given the nature and volume of work we complete in the early stages of supporting your website.

Do you provide support for WordPress websites anywhere in the world?

Yes, but all of our support and ticket responses are in English.

Do our WordPress Support Plans include an SSL certificate?

Our WordPress support plans include an SSL certificate, ensuring your site is always secure. The only exception is hosting providers who do not allow the installation of a third-party SSL; in these cases, you will have to renew the SSL with your WordPress hosting provider.

Do you manage WooCommerce websites?

Yes, for Advanced WordPress Support Plan customers. Our team is experienced with the platform and supports many WooCommerce websites.

Do you support WordPress Multisites?

We can support WordPress Multisite - a “network” of subsites within a single instance of WordPress. For a WordPress Multisite install with simple setups using familiar themes and plugins, we may be able to support such sites under our Advanced plan. However, in most instances, we must assess your Multisite setup and provide a custom-priced subscription. If your website is Multisite, please get in touch with us via the ‘Get Quote’ form and give as much detail as possible on your site setup to allow us to consider an appropriate price point to deliver the support you require.

About us

Where is your WordPress support team based?

Our headquarters are on the Isle of Man (an island in the Irish Sea between England and Ireland). Some of our team work out of our offices, while others work remotely in various locations worldwide, ensuring we can always provide a truly 24/7 WordPress support service. Our team comprises many amazing WordPress-passionate people from different countries, cultures, religions, and ethnicities. Our diversity is something we’re proud of at WP Tech Support.

What is your team’s WordPress skill level?

Our team comprises highly experienced front-end, back-end, and full-stack developers and engineers, ensuring we meet client requirements to the highest standards. The technical team is organized by project managers and overseen by our Chief Technology Officer. WP Tech Support’s technical know-how is solid, but we need more to deliver on WordPress websites.

Do you keep in touch regularly?

We pride ourselves on delivering regular customer communication. Each time we apply updates and carry out any regular maintenance as per your WordPress support plan level, we will email you to inform you that all the website metrics have been updated and are available to review on the dashboard report within our customer portal.

Are you genuinely available for WordPress support 24/7/365?

Yes. Our team of WordPress experts is located worldwide to ensure we are always available to support our clients’ websites 24/7/.

Do you offer a WordPress affiliate program?

Yes. You can read all about our WordPress affiliate programme here.

Why should I work with WP Tech Support over a different WordPress support provider?

We are a great team of WordPress professionals who are passionate about the service we deliver! We support over 1,000 WordPress websites for many clients worldwide, many of whom have left us a glowing review. Quite often in life, you get what you pay for; our proposition structure and price point mean that we can offer an excellent service at a fantastic value.

What happens if

What if I exceed the time limits of my WordPress Support Plan?

We will notify you if you use all of your inclusive website improvement time (only available with Pro, Business, and Advanced Plans). Additional improvement/development time can be purchased in 30-minute blocks from your WP Tech Support client portal. The dashboard within the portal also shows the remaining improvement time left in each month.

What does WP Tech Support do if my WordPress website gets hacked?

Suppose you’re an existing Pro, Business, or Advanced Plan customer. In that case, we prioritize the issue and remove any malware or malicious code to get your WordPress website back running as usual as soon as possible. We monitor all customer websites 24/7/365 and will alert you if an issue is detected.

What happens if a WordPress plugin on my website is no longer supported?

If you’re an existing plan customer, we will advise you if a plugin on your website is no longer supported or compatible with the latest version of WordPress. We will advise on a course of action to remedy this, as depreciated plugins can be a significant security risk.

Does unused website improvement time with WordPress Support Plans roll over?

No, we need to ensure our team is available to service all our clients’ websites promptly and fairly, which wouldn’t be possible if inclusive improvement time rolled over. Should you require additional website improvement time within a given month, you can always purchase such time at a very reasonable cost.

If I want to change my support plan, can I?

You can upgrade your support plan at any time. Downgrades can only be applied after the minimum three-month term and should be requested via a support ticket. You can view our terms of service here.

Payment and Cancellation

What happens if I want to leave within the first 3 months?

We ask for a three-month commitment from you due to the significant work we undertake when onboarding a site. Our business model and pricing are based on the trust of building a long-term partnership to look after your website for a very affordable monthly fee. If you are unsatisfied with our service within the initial three months, please raise this with our management team. We will be happy to discuss your concerns and identify an amicable resolution.

How are Support Plan payments collected?

WordPress Support Plan payments are collected automatically via PayPal’s recurring payment facility every 30 days. When you sign up for your WordPress Support Plan, you can pay directly by debit/credit card or via your PayPal account.