FAQ

Currently we do not. Our support hours are 9 AM – 5 PM GMT, Monday through Friday.

For security reasons, no one other than approved parties may request information or support services. The account holder is the default approved party, but you can also request to assign authorized users to your account. To do this simply by email us with the name and email address for additional authorized users, as well as specific instructions regarding which sites they are authorized for. We will then confirm they have been added to the account and from then on, they can both request data and support services.

We are happy to restore a site at no charge for any customer, continued usage of this feature may consume monthly development time (if available in your account), and/or incur additional fees. We will notify you prior to charging anything to your account.

We use email & support tickets in lieu of phone calls. We have a small team, and we want to make sure that all communication is documented and extremely clear; we’ve found that this makes it easier to know what’s going on with your site.

Support tickets can be submitted through your WordPress dashboard; this is the easiest way to authenticate your support ticket. You can also email at any time from the email address associated with your account.

We do not, but we can make recommendations for SEO tools within WordPress–and help you set them up! Also as part of our reporting process we can include weekly rank tracking of up to a 25 keywords.

Currently we do not support WordPress Multisite and WordPress Multi-network.

We continuously monitor customer web sites using ongoing security scans. Common issues are also manually checked whenever relevant.

In the event a security issue does occur, our goal is to respond immediately within business hours. Valid security concerns are of the highest priority over any and all development work, company-wide.

The site is immediately rolled-back to the backup state taken prior to performing the update. The methods for this vary in some cases (due primarily to e-commerce functionalities, if present). From there, you’ll be notified of the issue.

The majority of issues are fixed free of cost, however, custom plugins, issues caused by users, or time-consuming issues may be billable. We will let you know before charging anything to your account.