How do I get Started?
When will the first backup be preformed?
When will I start receiving reports via email?
Do you support websites hosted on WordPress.com?
Can I cancel my plan at any time?
Can I upgrade my plan at any time?
BACKUP and RESTORE QUESTIONS
Can I obtain a copy of my backup file?
You can request a free copy of your backup file (limited to 1 free request per month). You can request any of the existing backup files stored according to your plan. You can make additional requests for a backup file at a cost of $9.99 per request. To request a copy of your backup file, just send us an email to email@example.com and we will provide you with further instructions on how to download your backup file.
What happens if an update creates issue on the website?
The Plugins are updated automatically when an automatic update becomes available on the WordPress dashboard and after we do a full backup of the site. Themes are only updated if you have a Child Theme and you give us written permission to perform the theme update. After a plugin or theme is updated and you notice a conflict or issue, you can contact us and we will restore the site to the backup that was performed before the update occurred. We do NOT resolve conflicts between plugins or themes. Therefore, if an update breaks your website and we have to restore it to the previous version, you might need to contact your WordPress developer to figure out why the new version of a plugin or theme is causing an issue. We will work with and try to help your WordPress Developer if the developer needs multiple restores made to fix any issue.
How can I request a full restore of my website and what is the cost?
To request a restore of your website, just send us an email to firstname.lastname@example.org and we will provide you with further instructions. If you are subscribed to a paid plan, you can request a certain number of FREE restores per month as allowed by your plan – click here to see the pricing and plans page . You can make additional restore requests (beyond the free total you are allowed) at a cost of $9.99 per request.
MANUAL CHANGES QUESTIONS
What Manual Changes do you provide?
Our WordPress support plan includes up to 6 changes per month. Those changes include adding or editing a post, adding or editing a page, adding or editing contact forms, adding or editing the menu tab, adding or editing categories, adding or customizing simple free plugins that requires less than 30 minutes to configure. You must provide us with the copy and images to post. Support changes can not be carried over from one month to the next so you must use all your support changes in a given month before they expire in that month.
What happens if I Run out of Support Changes in a given month?
If you run out of WordPress support changes in a given month and you need more changes made, you can buy more changes as needed. Each additional change costs $25. Only monthly paying members can buy support changes. If you run out of support changes each month, it will be more cost effective for you to upgrade to a higher plan that includes more monthly support changes.
How long does it take to make a change or restore website?
We try to resolve all requests for changes and restores within 24 business hours during our normal operating hours of Monday-Friday 9 AM to 5 PM EST USA time ( UCT -4), excluding national holidays. All requests must be sent to our support email email@example.com. For example, if we receive a request on Friday 4 PM EST USA time ( UCT -4), your request will be resolved by Monday 4 PM EST USA time ( UCT -4).
Do you make changes to the source code?
We do NOT make any changes to any source code files ( PHP files, CSS files, etc.). We do NOT make any code changes to themes or plugins. Those types of changes must be made by a developer. We can recommend developers to our paying members.
Do you install and configure plugins and themes?
We only install and configure simple plugins like social media sharing plugins that can be installed by us in 30 minutes or less. We do NOT install or make changes to themes. We can recommend plugins and themes for you to install based on your needs.