Frequently Asked Questions

When you have questions, we have the answers. 

General Questions

Why should I work with you?

We know there are a lot of other business offering support. But we got a few things going for ourselves:

- Our team is well-trained, highly skilled and readily available. 
- You get access to premium plugins 
- We offer white-labeling services. This means we are also responsible for the reputation of other agencies!
- We're crazy about site security

Can I change my subscription?

Definitely! From the client dashboard you can easily cancel, down- or upgrade your current subscription. 

Can I cancel at any time?

Sure, we hope you don't though! But we don't have any small print that locks you in for months. If you don't like our services, you can cancel at any time.

When and how can I contact support?

Our support can be reached daily through your customer zone, live chat or e-mail. 

We are readily available during our regular business hours (8:00 - 21:00 UTC), and even outside these hours we'll try our best to help you in a reasonable time. 

What about my privacy & GDPR?

We are fully GDPR compliant and process any data according to the European law. And in case you haven't noticed, we'll even help you accomplish that with our Perform plan! 

What happens when I sign up?

Once you sign up, the onboarding process starts. This means that we'll send you an email, asking for the login credentials to your website and hosting panel.

Once we have those details, we'll hook your site into our systems within 24-48 hour.

From then on, we'll start doing our work as promised.

Services

Do I need to change my hosting company to get support? 

Nope, we'll work with any hosting provider. However, there might be reasons to change hosting, but it's definitely not obligatory. We understand that there are specific reasons you chose to work with a particular hosting company. 

Do you work with third parties to resolve issues?

Yeah, we fully support your website. That means that we'll jump on a live chat with plugin, theme or hosting providers to solve technical issues your website might be experiencing. 

What's included in the report?

Any weekly report, returns information about:
- The amount of updates we performed
- Your websites uptime
- Any issues
- Performance statistics
- Traffic statistics (provided by Google Analytics)

Upon request, we can also monitor search engine ranking based on provided keywords.

You can check out a sample report here.

Does it matter what hosting I'm on?

In short: no, we'll work with any hosting provider.

The longer answer is that, although we work with any hosting provider. We'll sometimes advise you to change hosting providers if there's a reason to. This could be because of security considerations or to improve site performance.

What premium plugins are included in my plan?

Anyone on our Protection or Performance plan gets access to a few premium plugins:
- WPRocket ($199)
- WP Smush PRO ($588)

If we see any future plugin that could highly benefit our clients, we'll add that without charging surplus.

Do you provide SEO services?

We are not an SEO company, that said, we'll gladly take care of the technical aspects of SEO for you. 

We also perform basic SEO tasks in our edits program, which means that we'll:
- Add metadata
- Update tags and titles
- Add content to your site

What's included in the website edits? 

Cleaning up malware is a very time intensive and delicate task. Therefor it's only included in our Performance plan. For all other clients, this is done for a fixed price, regardless of time it takes us to completely remove the infection.

If your site is infected with malware before you sign up for a maintenance plan, we'll also charge you to perform the cleanup. 

Do you clean up malware?

Cleaning up malware is a very time intensive and delicate task. Therefor it's only included in our Performance plan. For all other clients, this is done for a fixed price, regardless of time it takes us to completely remove the infection.

If your site is infected with malware before you sign up for a maintenance plan, we'll also charge you to perform the cleanup.

What security measures do you offer?

In big lines, we offer 3 levels of security measures.

Our basic security (included in all plans), performs daily checks to identify malware or potential security risks. This does not include actively fixing the issues or removing malware.

Our protection plan includes everything from basic security, but also includes manual hardening of you website. This means that our security team will go in and take advanced measures to protect your website from attacks.

Our advanced security (included only in the performance plan) adds another level of security to your website by adding it to our Web Application Firewall, which acts as a full security layer on top of your website.

What's the difference between priority & emergency support?

Emergency support is included in all maintenance plans and means that we'll jump in as soon as we detect an issue on your website. This means that we'll get your website up and running again as soon as possible. 

Priority support is only included in our Performance plan, and gets them to the front of the queue. These sites generally generate a lot of income for their owners, so having even a minute of downtime can be detrimental to their business. 

Do you offer custom development?

We do offer custom development as a supplement to our ongoing maintenance plans. This means that we'll also perform tasks that are out-of-scope for our regular plans.
Any custom development is charged at €100/hour. In order to get custom development, you'll need to provide us a brief of what you need to get done. Our technical team will analyze your request and provide you with an estimate. Once agreed, we can start doing the work.

Have further questions?

We'd be happy to answer them.

Your Operations Team

Here at WP Operations, we know the ins and out of WordPress and we keep evolving. Our primary focus is helping you put out the fires on your website, and ensure that you can sleep at night. 

Let us manage your daily WP Operations! 
CONTACT US
question-circle linkedin facebook pinterest youtube rss twitter instagram facebook-blank rss-blank linkedin-blank pinterest youtube twitter instagram