Yes, we really do! As soon as you’ve actively subscribed to a Support PRO plan, you may submit an unlimited number of requests to our Help Desk Support team. Each individual task is limited to approximately 30 minutes, but there’s no limit on the number of 30-minute tasks you can send us each month.

If we estimate that a task will take more than 30 minutes, you may use any PRO Enhancement time remaining for the month, or you may purchase additional PRO Enhancement time in 30-minute increments at $50 per increment.

Help Desk Support tasks do include edits to content, theme or CSS stylesheet adjustments, changing plugin settings, configuring forms and much more. From code to general WordPress issues, we’ll take care of almost anything related to the design and development of your website that can be done within 30 minutes from within the WordPress Dashboard.

Help Desk Support tasks do not include installing brand new plugins, custom development (PHP, plugins, themes, etc), updating custom theme code, graphic design, or building out a new landing page, new form, or new website.

For Example:

• Included: You want us to replace an image with one that you provide.
• Not included: You want us to create a new graphic to add to your website.

• Included: You want us to add a new field to your contact form.
• Not included: You want us to create a new form for job applicants.

Each domain (website.com, subdomain.website.com, etc) requires it’s own plan, either Secure, Support, or Support PRO. If you have 3 websites that you would like us to maintain and manager, you’ll need 3 separate plans.

If you have a support request for one of your domains that is on a Secure plan, you may purchase PRO Enhancement time in 30-minute increments at $50 per increment.

Additionally, you may use any remaining PRO Enhancement time from another domain that has a Support PRO plan.

All tasks that require less than 30 minutes to complete are considered Help Desk Support requests and are included in both Support or Support PRO plans.

If we estimate that a task will take more than 30 minutes, you may use any PRO Enhancement time remaining for the month, or you may purchase additional PRO Enhancement time in 30-minute increments at $50 per increment.

Our entire support team works remotely within the US. Our business hours are Monday through Friday, 8am-5pm ET. We respond to all requests within 4 business hours (often MUCH sooner) and strive to complete all Help Desk Support requests within 8 business hours or less. PRO Enhancement requests are typically completed within 24 business hours.

For 24/7 support, we recommend a hosting provider that has advanced WordPress expertise available. We’ve dealt with more hosts than you can imagine; in our opinion, WP Engine and Siteground represent the absolute best and brightest of the WordPress hosting world when it comes to 24/7 support.

Once you sign up for the plan that makes the most sense for your website, you’ll receive a welcome email with details about how to securely send us your login credentials for both WP admin and FTP. Once we have received this information, we’ll have your plan fully implemented in 24-48 hours.

Fully-implemented means that one of our support engineers has logged into the site, connected it to our remote maintenance system, performed a manual test of the remote backup process, and manually perform any outstanding core/plugin updates.

For Support PRO plans, site speed enhancements can take up to a week. We take our time to properly optimize everything for your unique core files, theme and plugins, making sure to not cause any downtime or potentially compromise your site.

Yes, we absolutely LOVE e-commerce! Websites with advanced functionality like e-commerce require our Support or Support PRO plan. E-commerce sites require additional support in order to properly manage them, so it’s imperative that we dedicate the necessary resources in order to keep your site fast and secure with 100% uptime.