How quickly do you respond?
Typically in 6 hours or less on the same business day. We work normal business hours from Monday to Friday and monitor all incoming supports requests and issues outside of those hours.
Do you provide monthly reports?
We do so at the end of each month. The report will include details of any WordPress core, theme or plugin updates for the month and other relevant information for your site and plan.
Do you handle larger work?
Besides the routine maintenance of your WordPress website, we also handle larger chunks of development work to support your website and business. We create microsites, customise themes, develop plugins and so on.
How many sites are covered?
Each plan covers support for one website. If you have multiple WordPress websites to be maintained go ahead and select the desired support plan for each.
Do you handle site migrations?
Site migrations are included on the Enterprise plan and charged separately for other plans.
Which payment methods do you accept?
We accept all major credit cards including Visa, Mastercard and American Express. After signing up, your card is charged monthly on a recurring basis until you upgrade or cancel your plan.
Are there discounts for multiple websites?
Discounts are available to customers and agencies managing multiple WordPress websites. Let us know how many sites you want to maintain and we can work out an appropriate discount for you.
Do you offer web hosting?
Web hosting is not our remit but we do work with a number of hosting providers who may be able to assist you. Let us know if you need more information.
What happens if a theme or plugin update breaks my site?
We will fix it or otherwise rollback the changes so your website remains functional. If it’s a much bigger issue requiring the attention of other parties, like plugin authors, we will make contact with them.
Does my web host matter?
Not really, so long as they are a quality web host. If you’re self-hosting, using a service like AWS or Digital Ocean, or using a provider that blocks the WordPress update process, we may charge additional fees depending on how your system is set up.
Am I locked into a contract?
Our contracts are flexible. You can cancel anytime and will not be charged anymore. We do not offer 1-year prepayment so we really earn your trust and business month by month.
Can I change my plan?
You can. Anytime. Upgrade or downgrade your plan as your needs change.
Do you offer an affiliate program?
Yes. We offer affiliate partnerships to approved parties. Please get in touch.
What's your refund policy?
You can cancel anytime without incurring any cancellation fees. Current periods are not refundable.
Where is your team located?
We run a distributed team of full time staff in Australia and Philippines. Our main office is located in Sydney.
Do you work with agencies?
We do work with agencies. We can undertake ongoing maintenance work of your websites so other agency projects are not delayed.
What if I need one-time support?
Signing up to a support plan will provide you with an extra level of assurance and protection for your WordPress investment. But if you only need a few tasks completed the WordPress Jobs board may come in handy.