ANSWERS TO POPULAR QUESTIONS

How long will it take for my issue to be fixed?

Most general support requests are fixed within 2-6 business hours. Most emergency requests are normally fixed within 1-3 business hours. All issues are worked on in the order they are received. However, an emergency request does have a higher priority than a general support request. Our plans have their own SLA terms. Please view our plans for more detail.

Do you offer 24/7 Support?

Our regular support hours are 9AM-9PM EST. Monday through Sunday. (Sometimes after 9 PM if one of the staff members are available after hours. We have support members from the East Coast to the West Coast.)

If you’re a managed client, you have 24/7 support for hosting. However, if you need any changes done to your site, they will be done during our regular support hours of 9AM-9PM EST.

Is payment required up front?

Yes. We require payment to be made before any issues are fixed. If we’re unable to fix your issue we will refund your payment right away.

Which payment methods do you accept?

We accept all major credit cards including Mastercard, Visa, Discover, and American Express, and PayPal.

What's your refund policy?

If we’re unable to fix your issue we will refund your payment right away. If you’re using one of our monthly plans they come with a 14-day money back guarantee. Cancel anytime. No long-term contract.

What do you need in order to set up support on my site?

We require admin access to your WordPress site. While not needed providing us with FTP or cPanel login can help us troubleshoot issues faster. 99% of the time if a WordPress site is having a problem the error logs in your hosting account will help us identify the issue. If you don’t feel comfortable providing with your logins, we won’t be able to fix your issue.

How do I send you my login credentials?

We require admin access to your WordPress site. While not needed providing us with FTP or cPanel login can help us troubleshoot issues faster. 99% of the time if a WordPress site is having a problem the error logs in your hosting account will help us identify the issue. If you don’t feel comfortable providing with your logins, we won’t be able to fix your issue.

Am I locked into a contract?

No. We believe in earning your business month after month. Cancel anytime. No long-term contract.

Do you offer phone support?

While we do offer phone support to discuss your issue. Any task request must be sent via our ticket system our by purchasing a service. We require all task to be written to limit any miscommunications.

How long does it take for my account to be setup after signing up for a monthly support plan?

We can move you to our hosting platform in 24 -48 hours depending on your current setup.

What if I don't need monthly support?

If you do not need monthly support you can hire us as needed by using one of our one-time fixes.

General Help | Emergency Support | Speed Help | Malware Help

Do I have to host with you?

You do not have to host with us if we’re only fixing issues with your site.

However, with our managed support plans you do have to host with us. The reason we require you to host with us is that your current host maybe is secure enough for our standards. While we could manage your site on their hosting platform, it limits what we can do to protect you.

If you have e-mail hosting with your current host, we can move you to our e-mail server. We use cPanel to host our client’s e-mails. However, our sites are hosted on another secure platform.

Do you support WooCommerce websites?

Yes, we can help you with any issue you have with your WooCommerce site.

What's included in your unlimited edits?

Our monthly management plans come with unlimited support for us to do anything you need. Along with that, we make sure your WordPress site is up to date with the latest updates for your WordPress site, Theme, and Plugins to prevent security risk. As well provide a daily off-site backup to protect your site in case something ever happens to it such as a hacker getting into your site. All of this and more on our secure hosting platform.

Unlimited 30-minute fixes or changes. You can submit unlimited tasks. However, we will only work on one task per day for up to 1 hour per business day. See our full list of services: Scope of Services. See our terms and conditions for more detail. Cancel anytime. No long-term contract.

Do you offer web hosting?

We do. However, only with our managed monthly plans.

Where are you located?

Our main office is located in Chesapeake, VA. However, we have support members from the East Coast to the West Coast.

Still have questions?