Frequently Asked Questions
What does “Safe Updates” mean?
Safe Updates means we automatically take a fresh backup of your site immediately before applying any update. If an update ever causes a problem, we can roll your site straight back to the version captured moments before — so updates are never a risk to your live site.
What does “Sandbox Updates” mean? (Premium)
Sandbox Updates go a step further: instead of updating your live site directly, we first apply and test the updates on a private staging copy of your site. Once everything is confirmed working there, the changes are pushed to your live site — so visitors never see a broken page.
What is a support ticket?
A support ticket covers troubleshooting, CSS tweaks, and small tasks — combined into one simple allowance. Starter includes 2 tickets/month, Pro includes 6, and Premium includes 12. Each ticket covers roughly 30 minutes of work or less and is handled one at a time, in a queue. Unused tickets do not carry over to the next month.
What counts as one ticket?
One ticket = one related task. It can include a few small changes if they’re part of the same job (for example, “change this button’s color, padding, and font” = 1 ticket). Several unrelated things count as separate tickets, even if sent in the same message — for example, one troubleshooting issue + one content update + one CSS change = three tickets, not one.
What are your business hours and response times?
Note: Our business hours are 9 AM – 5 PM CT (Mon–Fri). Weekend and after-hours SLAs apply specifically to Premium plan emergencies.
Restore time = how fast we investigate and initiate a backup restoration to get your site back up if it goes down.
Ticket response = how fast we reply to and begin a routine support request.
Both are measured from when your request is received.
Restore time (Site-Down Emergency) — what to expect
We offer expedited, high-priority emergency support because when your website is down, it hurts your business.
- Starter: Within 12 business hours (After hours: priority next business morning)
- Pro: Within 4 to 6 business hours (After hours: priority next business morning)
- Premium: Within 2 business hours (After hours/weekends: Best-Effort within 12 hours)
Example scenarios:
- Request at 4 PM Monday → Starter: by Wed 12 PM · Pro: by Tue 1 PM (assuming 5-hour SLA) · Premium: by Tue 10 AM.
- Request at 6 PM Friday → Starter: by Tue 1 PM · Pro: by Mon 3 PM · Premium (Best-Effort within 12 hours): by Sat 6 AM.
Ticket response (Standard Tickets) — what to expect
- Starter: Within 1 to 2 business days.
- Pro: Next business day (within 16 business hours).
- Premium: Same business day / within 8 business hours (if submitted before 1:00 PM CT).
Example scenarios:
- Ticket at 4 PM Monday → Starter: by Wed 4 PM · Pro: by Wed 12 PM · Premium: by Tue 12 PM (since submitted after 1 PM, clock starts Tuesday morning).
- Ticket at 6 PM Friday (after hours) → Starter: by end of Tuesday · Pro: by Mon 5 PM · Premium: by Mon 5 PM (handled as a priority next business day).
Starter and Pro standard responses are delivered during business hours only.
What’s included in a support ticket?
- Troubleshooting — fixing things that are broken on your existing site: errors, downtime, update conflicts, forms not sending, broken layouts, login issues.
- CSS tweaks — small visual adjustments to existing elements: colors, fonts, spacing, alignment, hover effects, minor mobile-display fixes.
- Small tasks — quick content/admin updates: editing text, swapping an image, adding/removing a post or product, updating menus or contact details, installing an approved plugin.
Work beyond these — new pages, custom features, design work, content writing, SEO campaigns, large migrations, or anything over ~30 minutes — falls outside our maintenance service.
What if a plugin, theme, or my hosting causes a problem?
We identify the source and stabilize your site (rolling back, deactivating the conflicting component, or restoring from backup), then direct you to the relevant plugin/theme developer or your hosting provider for any code-level or server-level fix. Repairs to third-party code or hosting fall outside our scope, but we’ll always pinpoint the cause and get your site stable first.
Which sites suit which plan?
Plans are designed for standard WordPress sites that a focused care service can support well. Large-scale stores, complex multisite networks, and heavily customized platforms fall outside our maintenance scope — contact us for a custom arrangement. WooCommerce, membership, and high-traffic sites belong on Premium.
How do backups work?
Automated backups run daily (every 12 hours on Premium), stored securely off-site, with retention of 30 days (Starter), 60 days (Pro), or 90 days (Premium). If anything goes wrong, we restore from a clean backup.
Is there a setup fee or contract?
No setup fee and no long-term contract. Plans are billed monthly and you can cancel anytime.