Have a question?
We have all the answers to your support questions and support subscription queries right here. Still confused? Get in touch!
FAQs
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I’m interested in a support package, what should I do?
If you’re interested to know more, and to potentially sign up, then just get in touch through the contact form. We’ll contact you, discuss your situation, and work out the best approach for your support. We’ll then send you a proposal.
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What information do you need from me to assess and support my site?
We will need you to set us up as a user in your WordPress admin area. We can then assess the condition of your site and send you a proposal. In the majority of cases you will be on a standard package, but in some cases, where sites have been unsupported for some time, there may be some addtional work required in the first month. If you decide to go ahead you can leave us as a user, if you decide not to you can simply delete our user account.
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My site has been hacked, can you help?
Yes we can. Get in touch with us and we’ll assess your site and get it back up and running for you, as well as taking action to find and eliminate the vulnerability.
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How do I pay for the support?
We issue invoices at the beginning of each month. You have the option to pay by credit card and to set up regular autopayments. You can also pay by manual bank transfer or you may wish to set up a standing order for simplicity.
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When do I receive the monthly reports?
You will receive your website reports by email at the beginning of each month, detailing the activity and results for the previous month.
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When can I view the SEO dashboard?
If you’re on our SEO plan you will have access to our live, real-time SEO dashboard 24/7.
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Can I cancel at any time?
Yes, you can cancel at any time, our plans run on a rolling monthly basis and you just need to give us 30 days notice. We will complete all agreed support work up to your cancellation date.
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Can you support multiple sites?
Yes, we can support as many sites as you wish. You will receive individual reports for each site, but payment can be consolidated to one invoice for simplicity.
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Can you support non-UK sites?
Yes, we can support any WordPress based sites anywhere in the world. If you are a non-UK client you will need to pay your invoices by credit card.
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How do you keep our site login safe?
When you give us access to your site we set up the login details on our password management system and immediately change the password to one generated by the system to be very secure. The login details are stored on the system, nowhere else, and only our internal team have access to your site. Access is never shared with anyone else.