WORDPRESS SUPPORT AND MAINTENANCE (UK based)

Yes, absolutely. However, you may not be eligible to receive all the benefits of our service. The best thing to do in this case is to send us an email and ask us to review your website. Depending on your website set-up we can advise you on how to proceed or not as the case may be. We do not charge an audit fee for reviewing your site like some care plan providers.

No, you don’t need to change web hosting provider. However, you may not be eligible to receive all the benefits of our service with your current hosting provider. Although that’s unlikely the case. Good quality web hosting is essential, so we may recommend one of our hosting providers, particularly if your host doesn’t support one of our recommended backup solutions or meet our minimum requirements.

Yes, absolutely. InterWeb Solutions web hosting service is robust and reliable, and built for WordPress. Our web servers are super-fast and we provide free SSL certificates, free daily backups, HTTP/2, NGINX, and WordPress caching for improved speed and performance.

Yes of course. Your website’s requirements may change from time to time, so we understand your care plan may change too. There’s no fee to change plans, however, we do ask that you do not change plans more than twice per year.

To access your website we need your WordPress and FTP login usernames and passwords. We also need your web hosting providers login details if you sign-up to one of the higher level care plans. If you’re unsure of how to provide us with this information, no problem, we can help.

In the event your website is hacked or flagged as malware and you have a Pro or Extreme plan, then we will clean-up your website for free. If you have a Standard plan, we charge a one-off Clean-up and Repair fee of £129.99 (+VAT). Thousands of websites are hacked every day, it’s quite common and rarely personal. Once your site is clean, we notify Google and Bing, so they can review your site and remove their malware notices. Please be aware, your web hosting provider must also participate in the clean-up operation. Therefore we are not responsible for any delay(s) or downtime. Of note, we may use a third party security specialist to investigate and clean-up your site if we think it’s necessary.

If your website breaks during a WordPress core, theme or plugin update then we will try to fix the issue as soon as possible. We will spend up to one hour troubleshooting the issue. If we’re unable to fix the issue within that time frame, we will let you know, and then roll the site back to the most recent working backup.

If you break your website during a code, page, site, plugin or theme update then we charge a fee of £45.00 (+VAT) for restoring your site to the most recent working backup.

Most website crashes are caused by badly coded themes and plugins. And most security breaches are caused by themes and plugins that are no longer maintained by the developer. We may recommend you remove a theme(s) or plugin(s) that is no longer updated. If you do not act on our advice and your website is hacked or flagged as malware, we may charge the fore mentioned fee for restoring your site from a backup.

This service is only included in the Pro and Extreme care plans. Web Page Editing includes 20 minutes of minor site updates per month. We will carry out small text or photo alterations for you to help keep your website fresh and up to date. This service does not include alterations to the design, CSS, scripts, ecommerce sites, or otherwise. Major site updates will be subject to a separate proposal and discussed on a project by project basis or carried out by the original site designer.

No, sorry, you cannot roll over Web Page Editing minutes from one month to the next if you do not use them. The allocated minutes is per month and cannot be carried over to subsequent months.

This service is only included in the Extreme care plan. Website Consultancy includes 20 minutes of advice per month. You initially send us a brief email outlining your ideas or requirements. We then arrange an appropriate time for us to phone you or we liaise by email if you prefer. You can ask us about anything related to your website – hosting, search engine optimisation, even new ideas and projects. It doesn’t matter if we are your web designer or not, we’re here to give you advice.

No, sorry, you cannot roll over Website Consultancy minutes from one month to the next if you do not use them. The allocated minutes is per month and cannot be carried over to subsequent months.

No, sorry, we do not support WordPress Multi-site installations. Each website/domain name requires a separate care plan.

More than likely, but it depends on your web hosting provider’s server configuration. If your using or migrate your website to our web hosting service you automatically receive a free SSL certificate, and renewals are fully automated. We may charge a small admin fee for installing an SSL certificate if your site is hosted elsewhere, it depends on their configuration.

Officially technical support is provided in the form of support tickets. Of course, we understand that you may only be able to communicate via email so for urgent matters that’s fine too. The support ticket system enables us to document all communications and provide a better level of support. Support tickets can be submitted through your WordPress dashboard or via the email address associated with your WordPress care plan.

No. Officially we provide technical support during our standard operating hours, Monday to Friday 9:00am – 5:00pm. Of course, if we detect your site is down for any reason outside our standard operating hours we try to fix the issue ASAP. In addition, we monitor emails and support tickets between 8:00am – 7:00pm Monday to Saturday.

You may cancel your care plan any time after the first 30 days of service. If we receive notification in writing informing us that you wish to cancel your care plan, we will arrange a cancellation date. On the cancellation date we will update your WordPress installation and plugins making you the primary contact for your website. You will then be solely responsible for supporting and maintaining your website. Shortly after the cancellation date you will receive a pro rata refund based upon the remaining prepay period.

The price of our Standard care plan is very competitive. Therefore we do not offer a free trial period. However, since your here – a free gift – we will offer you a free one-off Website Performance Check, which is not usually included in our Standard care plan. Mention the free performance check during the order process and we will send you the results as soon as possible. The report will prove to you the value of our care plans.