Have a question that isn’t answered here? Please send us a note and we’ll be in touch promptly!
Do I really need a WordPress Care Plan?
WordPress is great – it powers over 35% of the world’s websites. But that popularity means it’s also a target for hackers. Things can and do go wrong – just like with software on your laptop, or your car when you don’t get regular maintenance. This is what you need to protect your website:
- High-quality hosting.
- Regular backups of your site stored in a safe, offsite location.
- Regular software updates (plugins, themes, WordPress).
- Security through annual audits, malware scans, security plugins, quality hosting, and regular updates.
You can certainly take care of all of these things on your own. It’s time-consuming and requires technical expertise with WordPress – including knowing how to fix things when they break. Or, you can let us handle these tasks for you and feel confident your site is being well cared for.
Is there a contract?
No contract, you can cancel at any time and receive a refund for monthly accounts. Annual plans are not eligible for refunds.
What payment forms are accepted?
Pay online with a credit card (VISA, Mastercard, AMEX, Discover, JCB or Diner’s Club). Your card will be billed automatically on a monthly recurring basis until you cancel or change your plan.
What’s your refund policy?
For the first 14 days, a 100% refund is given. After 14 days, refunds for monthly plans are prorated based on how much time is left in that month. Annual plans are not eligible for refunds.
Are there discounts if I sign up multiple websites for your plans?
Of course. Contact us for more information and let us know how many sites you’d like to include – we can create a customized quote.
Can I change my plan?
Absolutely, you can upgrade or downgrade at any time.
Does it matter where I host?
Yes it does – a high-quality, fast host is especially important for business websites. This is why we include fast Managed WordPress Hosting with all of our Plans. If you choose not to use our hosting, a limited number of other hosts are supported – see the Plans page.
Doesn't my host do backups for me?
The answer is “maybe.” But it’s not likely they do them every day or even once per week, or they store them off-site away from your server, in case something happens to the server. Servers do fail.
Does your hosting include an SSL certificate?
Yes, you get a free SSL certificate with our hosting.
What else comes with your hosting?
- No traffic/pageview overage charges
- Optimized for WordPress
- Staging site
- Daily backups
- PHP7/Nginx for amazing speed
Is email included with your hosting?
No, it’s not. We chose to focus on providing the best WordPress hosting we can and not to expand into other services. We love Rackspace Email for handling our general email delivery.
Can you take care of WooCommerce sites?
Yes we can. Support for complex and delicate plugins like WooCommerce are included in our Premium and Professional Plans; if on the Basic Plan you will be billed the discounted rate for support issues related to premium plugins. Managing WooCommerce plugin subscription issues, handling WooCommerce addon problems, talking with WooCommerce support on your behalf, etc. are not included at discounted rates for the Basic Plan.
What's included in your 38-point security lockdown?
We’re serious about strong security. Our Plans include features to safeguard your website like:
- Free SSL certificates
- Annual security audit
- Blocking users and hosts on industry blacklists, or who are caught scanning your site for openings
- Watching for unusual file changes
- Requiring strong passwords
- 2-factor authentication
- Daily malware scans
…and much more.
What happens if an update breaks my site?
We’ll roll it back to a safe version at no charge. Or we can attempt to fix the problem, or replace the plugin if a plugin issue. We can repair or replace most basic plugins fairly easily and quickly. Premium commercial plugins and themes may take considerably longer. Repairing or replacing plugins will incur the discounted support fee and/or use the included support time if on a Premium or Professional Plan.
What about my customized commercial theme or plugin?
We’ll update commercial themes like Genesis (as long as you’re using a child theme), and commercial plugins such as WooCommerce, but our sole no-charge remedy for breakages is to roll back to the previous version. We recommend you contact your developer to get your customized theme or plugin working correctly. If that’s not possible, we may be able to address the problem at our normal hourly rate of $115 (or higher for specialized programming) but your best course of action will be using your developer who did the original work for you.
When should I submit a support ticket?
Submit a ticket when you notice any of the following:
- Your site is suddenly not loading in a browser.
- Your site pages appear to be defaced (the sign of a hack).
- You’re seeing an error or warning message when viewing pages on your site.
- Large parts of your site aren’t loading properly, like a sidebar.
- You’ve run a scan using your security plugin and it tells you there’s something suspicious.
- You see user accounts (admin-level) you don’t recognize.
- People who try to access your site or purchase something are seeing a warning.
Submit support tickets to our help desk here if you’re logged in to WP Minder.
Or just send an email with a clear description of the problem to [email protected] and we’ll start a new ticket for you.
Please be as descriptive about the problem as you can, you can even attach a screenshot if you think it’s helpful. And we’ll be in touch as quickly as possible.
What if my site gets hacked?
We’ll fix it. But well-maintained WordPress sites rarely get hacked.
If my site has malware before I move to your hosting is cleanup included?
No, it’s not. We recommend Sucuri for thorough site cleanups.
Do you limit the number of site restores?
No, not usually. But if we identified critical security issues with your site during one of our Security Audits or other checks and you chose not to correct them, your account will be limited to one (1) full free restore per calendar year. Your site was identified as high-risk and therefore a much better target for hackers. It’s your choice if you want to risk your site, but after the first restore in a calendar year, the $75/hour fee applies.
Can I hire you to do design or development work on my site?
Absolutely. Development work is done through our parent company Red Kite Creative. For projects like theme design and development, send us a note about what you need as we quote by the the project.
What’s included in discounted support time?
Simple fixes that take 1/2 hour or less are included. For larger jobs, we’ll provide a quote.
What’s not included in support time?
- Fixing premium themes or plugins like shopping carts, membership management and other complex commercial plugins is not included, they will be rolled back until the developer can be contacted.
- Talking with commercial plugin or theme support on your behalf.
- Managing subscriptions or licenses for commercial plugins and themes you’ve purchased is your responsibility.
- If not hosting with us, talking with your hosting company on your behalf.
- Design and development of custom themes or custom plugins is not included for discounted add-on hours, nor is repairing complex custom templates for commercial plugins such as WooCommerce. Custom programming (PHP) is available for additional cost.
- Editing or troubleshooting of custom themes or customized commercial themes is never included as a support feature – for this you will need to contact your theme developer.
- Content edits are not included.
- SEO work is not included.
What are my responsibilities as a client?
Your website is an important part of your business and deserves your attention. You agree that you’ll check in on it from time to time, and if you notice any problems you’ll submit a support ticket promptly. We rely on you to help us keep your site safe – often the client (or your customers) are the first ones to see a problem.
Do you offer plans for agencies?
Yes we do – learn more about our WordPress Care Plans for Agencies. We take the hassle of ongoing management of your clients’ WordPress sites off your plate, but defer to you if they ask for more design/development work.
Is there an affiliate plan?
Yes there is, and we’d be happy to have you. Go here to sign up. You’ll receive a 50% commission on the first payment for each referral you send to WP Minder (view the fine print).
How do I cancel?
Just fill out our form requesting a cancellation. We’ll cancel your subscription, remove our plugins from your site and any S/FTP account created for access, issue any refund due, and notify you when your account is closed.