Frequently Asked Questions
Do your plans include hosting?
Yes! We will support your website at any host, but we usually recommend moving to our blazing fast and reliable servers that are optimized for WordPress websites. Our hosting includes:
- Free Standard SSL (https)
- Blazing Fast Server with 99.9% Uptime
- Spam Protection
- Unlimited Email Addresses
- Unlimited Storage
- Unlimited Bandwidth
Can I upgrade or downgrade my support plan?
Of course. Our plans are month-to-month, so you can change plans as you wish at any time for the next month. Contact us directly to make the change.
How do I get support when I need it?
We use a support ticket system to make sure all communications are documented and extremely clear. Support tickets can be submitted through our support center or via email.
Do Support Plan hours carry over if not used?
Support hours included in the Enhanced (1 hour) and Premium (2 hours) Support Plans are available for use during the month of the plan and do not carry over. Bulk Hours can be used at any time without expiration.
What are your Bulk Hours rates?
In addition to the ongoing maintenance provided through one of our Support Plans, we also offer development support through our Bulk Hours program. Bulk Hours are development hours that can be pre-purchased for website enhancements, to troubleshoot and resolve issues, or for technical consultation.
- 1 Hour: $99
- 5 Hours: $445 (5% off - $94 per hour)
- 10 Hours: $890 (10% off - $89 per hour)
- 20 Hours: $1,580 (20% off - $79 per hour)
Can I hire you to do more than support?
We are available for any level of need. We can do many things such as:
- Design and develop your website from scratch;
- Redesign your website;
- Make your website work on smartphones;
- Update content as needed;
- Add functionality;
- And pretty much anything else.
What if my site is already broken? Can you fix it?
Yes, we can. We will take a look and see what is wrong and do our best to give you an approximate estimate as to what needs to be done and how long it will take to fix it.
What do you need in order to set up support on my site?
When you sign up for your Support Plan, we ask for WordPress admin access information. This helps us connect to your site in order to install the plugins for security, backups, etc. If you wish to move to our hosting, we will contact you with a request for additional access information to the back end. Your credentials will be kept private.
What if I have multiple websites?
Each Support Plan is for one website. If you have more than one website, simply set up a Support Plan for each site. If you have more than three websites, contact us so we can talk about your specific needs.
Because each Support Plan requires a custom setup for each website, Support Plans cannot be transferred. You can end a Support Plan at any time and simply set up a new one for another website.
What if I have not updated anything in months?
We will log into your website and perform a free audit before you spend a dime. We will look out for potential problems and conflicts so that they can be addressed up front. In some cases, websites may not have been updated in months and may require some major fixes before upgrading to the latest version of WordPress and all the applicable plugins. We will provide you an estimate to get things fixed up before beginning with your Support Plan.
Do you offer discounts for nonprofits?
Nonprofit organizations will receive a 15% discount on all Support Plan monthly rates. Bulk Hours discounts in the Enhanced and Premium Support Plans are unchanged. Contact us to receive a special link for the discounted rates.
Do you accept credit cards?
We require a credit card with auto-charge for our Support Plans. After our initial website audit, you will receive an emailed invoice from our Wave billing system with instructions for setting up automatic charges.
Do you offer 24/7 support?
No, we do not. We offer support during normal business hours. However, we often work outside those hours and will respond if possible.