FAQS

Yes! With our Unlimited Support plan, you get unlimited 30-minute tasks on your site.
While tasks are limited to 30 minutes, there is no limit on how many you or your clients can send.
We’re able to do this because this is all we do — 24 hours a day, 7 days a week. We can resolve most tasks very quickly since we often see similar issues across hundreds of sites. And while some customers send more support requests than others, the average number of tasks per customer is very manageable.
We can make content updates, theme or stylesheet adjustments, install new plugins, configure forms and much more.
From css tweaks to general WordPress issues, we’ll take care of almost anything that can be done within 30 minutes.
If you’re not sure, just ask!

If we estimate a task to take more than 30 minutes, we’ll let you know so you can decide how to take care of it. We also offer one-off tasks that can be purchased to resolve more complicated issues. Once we troubleshoot the problem, we’ll let you know what your best options are.

We strive to complete all tasks within 8 hours but our happiness engineers usually get them done much faster!
Our WordPress experts work around the clock so your edits and tasks are completed when you need them, no matter where you are.
By email!
We offer white label email support so that your clients can send support requests to our happiness engineers and receive their responses from an email using your domain. (e.g. support@yourcompany.com)
It’s easy to add new sites! When you sign up or add additional sites to your account, you just need to fill out a form providing both WP admin and FTP credentials for the sites you want to add.
Once we receive this information, one of our happiness engineers will log into the site to install our plugins and get the site connected to our remote maintenance system.
We’ll also run a quick test of the off-site backup system and make sure the security scans are running. If there are any outstanding core or plugin updates, we’ll perform those as well.

If you choose our white label email support and you’re using Google as your provider, all sent emails will appear in the Sent folder of that mailbox. Also, if you’d like, we can set up your mailbox so that all outgoing replies are cc/bcc to a specific address.

Unfortunately this is not a reliable way to send support requests. We want to be sure that all requests are received and that our happiness engineers understand what’s being requested. The best way to do this is to send us an email directly and not work through a 3rd party system.