Frequently Asked Questions

Got questions? Let's try and answer them!

We love answering questions, that's why we've put this page together - to try and help answer some of the questions you might have about our services! Of course if you can't find the answer you need, you're more than welcome to contact us

General Questions

How does WordPress Care Work?
After siging up for one of our WordPress care packages, one of our site managers will get in touch to collect the information we need to get started. We then install a small and unintrusive plugin on your WordPress site that allows your site to communicate with our central hub. You'll have a dedicated site manager as long as you're with us, so you'll always be in contact with the same person, this helps us really get to know you and understand your site.

It can take a couple of days for everything to start working, but once up and running, your site will be managed through our hub which will begin monitoring and generating reports. All updates to your site are manually done by your site manager and reviewed. Reports usually get sent out on a Monday morning, so it wont take long for you to start to see the results of our work. The reports are intentionally brief, covering only the top level of work completed, this is so we don't bog you down reading reports all day. You can always request more detailed information by contacting your site manager through the client dashboard.
We don't use contracts, you're free to cancel at any time. What we do use are service agreements, which simply say what we will do and what we need from you in order for our services to run as smoothly as possible. But again, you're free to cancel your subscription at any time.
We only need two things, both of which we'll ask for during the onboarding process. We'll request a dedicated administrator account on your WordPress site and access to your hosting control panel. With this information, we'll be able to get everything set up. We'll store the passwords you provide us with in our dedicated password vault which is equipt 256-bit AES encryption.
Yes! You're free to move up or down a plan whenever you choose. Your new plan will take over from your existing one on your next billing date.
You can ask as many questions as you like, free of charge, and if your request is covered under your site plan, we'll aim to have it implemented within 24 hours. There's no limit to the number of tasks, as long as it's covered under your plan. All our plans come with a set number of basic tasks and development hours, this is the amount of time we give you for tasks that aren't covered as standard.
This is really unlikely, but the answer is that we'll fix it. We take extra care in updating and installing plugins, and each update is signed off by your dedicated site manager to ensure everything is still working. If something doesn't work, we'll roll back your site and find a solution.
No. Each subscription only covers a single WordPress site, including multi site installations. You're welcome to ask our advice on any site you run, but we can only support and work on a single site.
It's not required, but it is highly recommended. A child theme protects any custom work completed from being removed or overwritten when the theme is updated. If you choose not to use a child theme, it's your responsibility to take the steps required to protect these changes. We can of course offer a quote to get a child theme set up for you.
Yes! We can offer a complete white-label solution direct to your clients. With everything branded to match you.
Not at the moment. This is something we're looking into however we want to avoid just grabbing the cheapest solution we can, labelling it as WordPress hosting and charging for it (like some companies do)

Instead, we're looking into ways of offering real WordPress optimised hosting solutions and an affordable rate. We'd really like to offer dedicated WordPress hosting to our customers at no extra cost. So keep your eye out for this coming soon.

We do have a trusted hosting partner that we can recommend though. Why not take a look at Now Hosting.
Yes! Site hacks are covered under most of our care plans. If you don't have a care plan with us, we offer emergency site support at an affordable cost which will get your site clean and running again in no time at all. We'll also try to discover how the hack happened and help you take steps to secure your WordPress site in the future.

Got More Questions?

If there's something you want to know that we haven't answered here, please feel free to drop us an email.