Frequently Asked Questions (FAQs)

Frequently Asked Questions (FAQs)

uk based wordpress website support service

If there’s something you need to know that hasn’t been answered here, please feel free to contact us by email or submit a callback request.

Yes! Super fast premium WordPress hosting is included in our package, as standard. By hosting your website with us you benefit from lots of extra features such as built-in backups, security and plugin updates. It also allows us to make changes and investigate any issues quickly, rather than having access issues to a 3rd party hosting provider. We partner with the world's best WordPress hosts for this - WPEngine, Flywheel, and Kinsta. Your website will be hosted on the Google Cloud Platform (GCP).

Yes, absolutely! We pride ourselves on the security and reliability of our WordPress servers, provided by our best-in-class partners WPEngine, Flywheel, and Kinsta. Your website is protected by multiple layers of security and is scanned 24/7 for malware and malicious files. If your website is compromised we will clean up any infected files for you at no extra cost to you.

No, we do not host emails. The reason behind this is that we want to focus on one thing and do that one thing really well – WordPress website hosting. We strongly recommend you use GSuite or Office 365 to host your emails, which is a much better solution for hosting business emails.

Simple! Just email our support team with the changes you want to make and we’ll handle it. We’ll complete your task and then email you back when it’s ready for you to check. You can ask us to publish blog posts, edit page content, add a form, or anything else you need to have done!

We’ve seen pretty much every WordPress problem there is to see so we have complete confidence that we can fix most things. Of course, we’re still human so there may be times where we’re stumped and need extra help but we can guarantee we’ll always do our best to fix a bug on your website.

Anything you would reasonably deem as outside the remit of ‘routine maintenance’ is not included in our service. This includes things like (but is not limited to) web design, specific plugin support (especially for premium plugins that have their own support channel), content creation, creating new layouts, etc. We will always advise you when you submit a request if something you have asked for falls outside our remit, however, we operate on a ‘reasonableness’ test and will always try to go the extra mile to help if we can.

Leave these to us! We manage plugin and theme updates, as well as core WordPress updates for you. We carry out updates on an update-cycle which ensures safety and compatibility.
*Premium/licenced plugin/theme subscriptions need to be kept up-to-date by you. We do not renew or buy plugin/theme licences on your behalf.

Yes, when you submit a request we’ll suggest plugins and tools which we know about which may help achieve what you are trying to do on your website. If no such plugin exists, we can develop/code the function for you as an ad-hoc project outside the remit of maintenance.

The development time is used primarily for bug fixing. Almost all WordPress websites will need some bug fixing from time-to-time and we allow up to 1-hour of this as part of your service each month. This time does not rollover but can be used towards custom development projects.

We charge £55 + VAT per hour for any custom development work carried out that is outside the remit of website maintenance. This includes things like developing new page templates, new plugins, new functions, or designing new pages.

To get started we will need your website admin and FTP/sFTP login details, as well as your domain registrar logins if you want us to update your DNS for you. You can either send us your existing logins or create a new user for us to access your website.

Unfortunately, no. We are only able to work with self-hosted WordPress websites.

We use the award-winning Direct Debit service, GoCardless, for all payments. We’ll send you the link to setup the payments which takes less than 2-minutes to setup.

Yes, absolutely! Speak to us about specific pricing for multisite installations.

We focus on one thing and do it really well – WordPress maintenance. You get a team of experts who know WordPress inside out and can fix any issue you may have. You can also see our customer reviews for more assurances.

Yes, in fact we insist on speaking to all new customers before you can sign up to our service. It’s all part of our personalised service. Simply request a callback and we’ll get in touch.

Of course! We love e-commerce websites, especially those built using WooCommerce! See our Pricing for WooCommerce website maintenance.

Our main office is in Watford, Hertfordshire but our support team work remotely around the UK. We also have some of our support and admin team members outside of the UK.

Absolutely. It’s our way of giving back and helping non-profits with their ongoing website maintenance. See our Pricing page for more information.

We sure can! We can build you any type of WordPress website that you need – from a simple theme-based brochure or e-commerce website all the way to custom developed websites. We can quote you for this type of project outside of our maintenance service.

No, we don’t write or create your content. You need to send us your blogs or any other content to publish for you, including correctly licenced (or royalty-free) images.

Unfortunately, we do not. This is not our expertise and there are far better marketing agencies out there who can help you with this. We believe in focusing on what we’re good at, which is WordPress management and maintenance.

We’d LOVE to help with all your graphic design needs too! Check out our sister service, Design Hero.

If your business/agency has more than 5 websites on our maintenance service we can offer a 20% bulk-discount on our usual pricing.

We’d hate to see you go, but for various reasons we understand sometimes you need to cancel a service. We don’t lock you in to any contracts or minimum terms. Simply contact us by email to let us know you want to cancel and arrange for your website to be moved to your new hosting provider. We can’t move your website for you, but can support this process by sending a backup of your website to your new provider.

You can send us an email and we’ll be in touch. If you’d rather speak to us you can request a callback instead!

Don't just take our word for it