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Professional WordPress maintenance support. Every month.

Frequently Asked Questions

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Questions

Can I use Windows hosting?

Linux hosting is preferred but not strictly required. Windows hosting may limit some of the services we can provide. We accept Windows hosting accounts on a case-by-case basis. If we feel your hosting is not compatible with our service and you are unwilling to take part in our free migration to any of our hosting partners, we will cancel your account at no charge.

We highly recommend using one of our WordPress hosting partners.

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Does WP Maintainer support multi-site WordPress installs?

Due to the variable nature of multisite installations, WordPress Multsite is not included in our package. If you have  a multisite installation, we can support you through a customized maintenance retainer that suits your needs, performed by our WP Maintainer developers.

Do you have a multisite installation? Shoot us an email today to find out more about what we can do for you.

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How can I find my hosting control panel login?

This varies from host to host. Sometimes it is also your FTP/SFTP login. Many shared web hosts run CPanel and you can access your login page from www.yourdomain.com/cpanel.

It’s also typically included in your welcome email when you first signed up for hosting. If you’re unsure, go to your hosting provider’s home page.

If you’re still unsure, please submit a support ticket.

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What do I need to provide in order to use your service?

WordPress Admin, FTP, and SSH access.

If you are unsure of how to provide us with those details go ahead and sign-up, we will be with you shortly to help get the access we need.

We take great care to ensure security of your personal information, login credentials, and all other information we collect. Further reading can be found at our Terms of Service and Privacy Policy.

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Do I have to change web hosting providers?

No, you don’t – but we will most likely recommend one of our preferred hosting partners. Your website is an investment and you should pay for quality hosting. There are a variety of low, medium and high cost hosts we recommend. We’ll help you choose which is right for you and provide a signup link.

If your host does not support any of our recommended backup options or does not meet our minimum requirements for hosting, you may not be eligible to receive all benefits of our service.

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Are there requirements for my web hosting environment?

Yes – to get all the benefits of our service, we highly recommend the following environment:

  • LAMP Environment preferred
  • Windows hosting taken on case-by-case basis
  • PHP 5.2 or higher
  • MySQL 5.0 or higher
  • SFTP and/or SSH capable and enabled

For automated and/or offsite backups you should also have the ability to email, FTP or SFTP to/from the server.

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What happens if my site breaks when you update WordPress or my plugin(s)/theme(s)?

If the site breaks and we can fix it immediately (an obvious or known issue) we will immediately fix the issue and send a notification to your account contact email address. If the fix is unknown or not immediate, we will roll the site back to the most recent backup (created before the update).

We will spend up to one (1) hour of time fixing/troubleshooting the issue – if we cannot fix within that time, we will give you a time/cost estimate and let you decide if you’d like us to move forward.

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How do I submit a request for basic theme and plugin modifications?

You can submit requests directly to our support system.

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How do I request additional support and/or site customizations?

Simply submit a ticket in our ticketing system and a developer will be assigned as soon as posible to support your needs. We nearly halve our professional development rate for Maintainer clients, to $99/hour.

A few things our existing clients use their hour for:

  • UI troubleshooting (HTML, CSS, Javascript)
  • Styling elements with CSS
  • Content Population & Image Manipulation
  • Creation of basic graphics (e.g. buttons, banners, etc.)
  • WordPress Consulting (pick our brains!)
  • Optimization of CSS, Javascript and Images
  • Theme & Plugin Audits
  • Plugin installation and implementation

This discounted developer time is subject to review by WP Maintainer management. It cannot be used for full site re-designs, new projects or anything outside of the existing site’s domain/WordPress installation.

If you’re unsure, or want to know before signing up, please contact us.

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What happens if my site is compromised or flagged as malware?

Please, first understand this happens to thousands of sites daily and will not destroy your online presence. We can quickly help you resolve these issues and clear your flags from search engines.

In these instances, we will forward the required information to our security partner Sucuri Security. Their team of experts will investigate, clean and/or restore your site and help you move forward.

While this is rare when combining the monitoring of Sucuri’s service with our preventative maintenance, there’s always a chance it could happen. Once resolved, we will notify you to re-submit to Google and/or other search engines for review, removing the malware notice(s).

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Can I cancel at anytime?

Yes – after your first two months you can cancel within 30-days of your renewal date. You’re never required to stay with us – in fact, we’d prefer you have the option to leave if you’re unhappy with our service and give us feedback on how we can serve you better.

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Can you re-design our website? What if we have a specific project/web design/development need?

We offer full-service retainers through Sizeable Interactive, our parent company. Often, 20+ hour retainers and projects should be done directly through Sizeable. To learn more contact us at info@sizeableinteractive.com or fill out our form at Sizeable Interactive.

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