General Questions

Q: Do you offer 24/7 technical support?

Yes, we offer 24/7 but please note that if its during weekends then we focuse more on urgent support requests, if your request is not urgent we will address that right after the weekend.

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

After you have selected and purchased your support plan, you can fill out a Customer Intake Form so we can collect some details about your site. This helps us connect to your site in order to install our services offered (i.e., security monitoring, backups, and plugins). Our staff keeps these credentials private and will never share these details with anyone not associated with WPorb.

Q: How does your technical support work?

Typically, we use support tickets, live chat & phone calls. Although we have a small team, we want to make sure that all communication is documented and extremely clear; we’ve found that this makes it easier for our entire team 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 WPorb.com account.

Q: Do you support WordPress Multisite?

We support WordPress Multisite and WordPress Multi-network. Because of the highly differing uses and structures in use by both, we do ask for more information, as our team is informed from the start of any particular configurations that may be unique to your network.

Membership

Q: Can I upgrade my support plan?

Of course, you can.
Let’s say you purchased our Premium Support plan, and you are currently being billed monthly. If you would like to upgrade this to yearly billing to take advantage of the discount we offer, simply open the chat box and say you wan’t to upgrade your support plan. We’ll be more than happy to guide you through the upgrade process.

Q: Can I purchase multiple support plans?

Yes. Once you purchase a support plan, you will already have an account and a support license for the first site. You may purchase another support plan for a separate website using your same account.

Other

Q: What if an update breaks my site? Does it cost extra to fix?

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 addressed free of cost, however, custom plugins, issues introduced by users, or especially time-consuming issues may be billable. Don’t worry We’ll notify you before charging anything to your account.

Q: Can you restore the site from a backup site to yesterday’s version?

Provided that the backup is available, yes. While we’re 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. Don’t worry We’ll notify you prior to charging anything to your account.

Q: Do you provide SEO assistance?

We do not provide SEO services, but we can make recommendations for excellent SEO tools within WordPress–and help you set them up!

Q: How will future changes in WordPress impact our site?

To assess the specific ways that WordPress updates (and the direction WordPress is moving in), we would need to provide a formal audit of all plugins and the active theme on the site.

Q: What happens if my WordPress plugin is no longer supported?

The plugin is still monitored for issues as before. If no breaking changes or other issues are presented, it remains on the site. We frequently encounter plugins with a variety of issues; in such cases, the customer is notified of better (and up-to-date) alternatives.