Your most frequent questions and answers
Our ‘small tasks’ do include edits to content, changing plugin settings and CSS adjustments of up to 30 minutes each. Things that are not included are custom development (PHP, plugins, themes, etc), updating custom code, graphic design, PSD to WordPress, creation of content or building out a new website or subdomain.
- Included: You want us to change out the logo with one that you provide.
- Not included: You want us to edit your logo image.
- Included: You want us to add a new product to your WooCommerce store (for which you’ve provided all needed content).
- Not included: You want us to create a custom checkout process for your WooCommerce store.
- Included: You want us to install and set up a plugin to use its built-in functionality.
- Not included: You want us to create new functionality that doesn’t exist in a plugin. (This would require custom development which may be available as a separate project.)
- Included: You want us to take the text that you emailed to us and use it to replace the current content on your About page.
- Not included: You want us to write content for or design your About page.
We’d be happy to help you with custom development as well as a separate, stand-alone project.
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.
More complex requests will be treated as a stand-alone project and will be quoted separately.
Once we troubleshoot the problem, we’ll let you know what your best options are.
Yes, we do on the Perform Pro Plan!
Unlimited really means unlimited when it comes to the editing tasks we provide. We don’t like to “nickel and dime” people along the way, so we just ask them to pay for their monthly subscription and we provide the technical support. Simple.
While small tasks are limited to 30 minutes, there is no limit on how many you can send us.
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.
In this case we will advise you and give you the option to either pay for the additional time required, or hold the tasks until the following month.
With our “Performance” Plan we cover you for two hours per month of “small tasks”.
In a given month, if you do not have 2 hours worth of small tasks, then unfortunately you cannot “roll over” this time into the following months.
The reason is not that we don’t wish to act unfairly, it’s a simple case of resources available each month. If we have all our customers roll over multiple hours into the future, then the day that several customers all “cash in” and ask for small tasks beyond the two hours we can plan for and deliver would suddenly be undeliverable and we would be letting everyone down.
So we ask that try to task us on a regular basis rather than saving up task for delivery that would be longer than 2 hours.
Yes of course!
We provide care plans specifically for the ongoing support of any eCommerce site built on WordPress. Websites with advanced functionality like this require our Perform Plan Pro. Sites like this take more resources for us to manage, so making sure you’re on the right plan means we’ll be able to dedicate what’s needed to keep your website secure, fast and running smoothly.
Our care plans each cover one single site. If you have multiple sites as subdomains of a site (e.g. yoursite.com and othersite.yoursite.com) they still count as separate sites. If you have 3 websites that you’d like us to manage, you’ll need 3 plans, one for each site. You are more than welcome to choose different plans for each website.
We operate normal business hours from Monday to Friday 9am to 5pm, UK time for our unlimited ‘small tasks’ service covered by our Perform & Perform Pro Plans.
We do monitor your site for uptime and security around the clock 24/7
This varies on the time of day and day of the week, but most are responded to within a couple hours to let you know that we’ve received it and are getting to work. The majority of single-request tickets are solved within 24 hours. Occasionally it may take a bit longer for a long list of edits or more complex changes. For priority support (most single-request tickets are solved within 3-6 hours), feel free to upgrade to our Perform Plan Pro.
Again, these times are for a single task, but several tasks sent at once will be broken up and handled as multiple tickets. This may increase the turnaround time.
Yes we can.
Just get started with our Perform Pro Plan and we’ll have your site cleaned up as soon as we can and as many times as needed whilst you are on the Care Plan.
Alternatively, you can order a site clean from us at £750 + VAT if you are not covered by a Perform Pro Plan
We will keep your website with its current hosting provider if you don’t want to make any move.
We do offer our own WordPress optimised hosting as the perfect option if you’re not happy with your current host and are looking for a hosting partner who will take the lead here.
We will even migrate your site for free if you decide to host with us.
No, with our “Maintain” Plan, we will prioritise your request but we will quote this work separately and ask for your approval before commencing.
If you expect to have a couple of small updates per month, then a Perform Care Plan is ideal for you.
If you have regular updates planned for your site, then an “Unlimited Updates” plan (Perform Pro Care Plan) is a much better option for you.
We’ve set up our pricing structure to stay pretty lean and with our global team, it just makes more sense to handle all our support through email. While we don’t offer direct phone support, we’ve made customer service a huge priority here at WP Support Consulting and you’ll find our email & ticket support fast, effective and friendly!
If you are on our Perform Pro Plan, then we will have a monthly call or meeting where we can discuss strategy, site changes or any other subject relating to your online digital presence.
- eCommerce (WooCommerce, Easy Digital Downloads, WP Simple Pay, etc)
- Membership (MemberPress, Restrict Content Pro, s2 Member, etc)
- Learning Management (LearnDash, LifterLMS, Sensei, etc)
- Multilingual (WPML, Polylang, qTranslate-X, etc)
- Outside API/software integrations
- Multisite installations (including subsites of a multisite network)
Yes, we do! With multisite installations, each site in the multisite setup needs to have its own care plan.
Sorry, but no.
We only support WordPress sites on our care plans.
WordPress powers around one-third of all the websites in the world, so if you have a site and it needs to be converted to the WordPress platform, then we’d be happy to help you with this as a stand-alone project.
Although these plans are designed for sites that are built by us, we welcome clients who are looking for a long term partner with a professional and dedicated webmaster.
First you’d need to order a Care Plan Audit, Evaluation & Tune-up to allow us to become familiar with the website, how it was built and to fix any issues that we find. With the evaluation, we will perform all the “Website Updates and Monitoring” tasks and make a full backup. Most importantly we will make a list of issues to fix and suggestions for improvement needed in order to proceed with the website on a monthly care plan.