WordPress Maintenance Questions…Answered!

Evaluating our WordPress maintenance service? Wondering if there are any hidden costs, restrictions, and sneaky disclaimers? It’s all here. If you still have a question, just shoot us an email or fill out the form, and we’ll answer any of your WordPress support related questions.

Do you provide multi-site WordPress support?

No we do not support WordPress multi-site websites under these WordPress maintenance plans. However, you can sign up for WordPress Retainers from our agency.

What if an update breaks the website?

If an update to your WordPress website causes issues, we will roll back the update, fix them on our test servers and then make the change on your live website. In some cases, the WordPress plugin or theme might be unsupported by the developer, so we may not be able to provide a fix. In such cases we will suggest alternative solutions.

What if my website gets hacked?

The core WordPress is a secure, extensively tested and frequently updated software. It’s the plugins, themes and modifications added afterwards by users, that introduce vulnerabilities into the system.

When your website gets hacked, we get in touch with our hosting and security partners for identifying malicious files. Since we securely backup your website every day on an off-site server, your data will never be lost. Our basic security measures for all clients include configuring a free WordPress security plugin, ongoing recommendations and advice on security best practices to keep your site safe.

If you’ve chosen the advanced security add-on, the website will be actively scanned and automatically cleaned. For other users, we will bill you a fee of $100 for hack cleanup.

Do you offer an affiliate program?

Yes, write to us at [email protected] with details about your business and how you would like to promote our service.

Can I change my plan after signup?

Yes, after you’ve completed one month. If you’re upgrading, you will need to pay the amount to confirm your new subscription. If you downgrade your plan, the difference amount will be adjusted in the next billing cycle.

Do you have a refund policy?

If you cancel before the first 30 days of your subscription, the amount will be refunded to you.

What are your support hours?

Our business hours are 10am to 7pm IST (+5:30 GMT) Monday to Friday. Any support ticket filed outside of these hours will be responded to the next business day. Outside of our business hours, we will strive to respond at the earliest in case of emergencies like website downtime and hacked websites.

Do you partner with agencies?

Yes, we love to work with agencies and take the burden of their team. Being owned by an agency ourselves, we understand the need for efficiency. We take care of the support while you provide the creative consultancy to your customers.

Do you outsource work?

No, nada, zilch. All our core services are planned and executed in-house.

Do you offer bulk pricing for multiple websites?

A discount is available for multiple website. Get in touch with us through the contact form or send us an email with the details.

How do I file a ticket?

Once you sign up with us, we’ll add your domain to Freshdesk, our helpdesk and support platform. Your entire team will be able to sign up and and file a ticket by going to dreamnotion.freshdesk.com, where you will get access to our resource centre.

Are there any restrictions on type of websites that can sign up?

Apart from multi-sites, we will carefully assess large websites with 25+ plugins installed and provide a custom maintenance plan for it.

How does the sign up process work?

You fill out a form with basic website details, plan and contact information. We will reach out to you for website credentials. We then login to site, perform an initial assessment, approve your sign up and send you the payment details. Once the payment is received, our support team kicks into action.

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