WordPress Support Questions

We’ve answered some common WordPress support questions below – if you need help with your site, call us on 01606 655573.

Website support questions FAQ

F.A.Q.

Frequently Asked Questions

Our WordPress Support plans are very straightforward, but we’ve answered some common WordPress support questions below. If you can’t find an answer here, give us a call on 01606 655573 or use the form at the bottom of this page. Alternatively, if you have a support requirement, submit a support ticket.

Do you provide support for bespoke WordPress sites?

That depends very much on the level of customisation within the site. If it’s been developed using non-standard WordPress stuff, then we may not be able to support it.

Does your support cover hosting/server issues?

If we host your site, yes. If we don’t, we can take a look at any issues as part of your support time. This also covers DNS and email issues too – they are often quite technical, so we can help with those.

I have a load of work that needs doing on my site – will this be covered?

Support plans allow a certain amount of time per month for us to work on the site. If work is not urgent, it can be spread across your plan. If work is urgent, we’d suggest buying some Web Developer Hours to have it done right away.

I am looking for support because my site is broken – can you fix it?

We can fix it before you take out a support plan. We have Quick WordPress Fix option available. Once fixed, we can then talk about ongoing support.

Is there a minimum contract length?

12 months. However, we’re not contract-toting lawyers, so should things arise that mean you’d need to cancel early, we can have a chat about it.

Do you have a Service Level Agreement?

Yes. We’ve purposefully kept it very simple, and it can be found here.

Do you do search engine optimisation?

We eat, live and breathe SEO. It’s at the heart of everything that we do. A lot of our support time is used on SEO – in all its forms – from site speed improvements to on-page SEO and content planning – we do everything in-house.

You offer web hosting as part of some plans – do we have to host with you?

No. This is entirely optional. We do prefer to host the sites we look after, but we can work on sites hosted anywhere. It is important to remember that your hosting is equally as important as your site – cheap hosting accounts on shared servers are not always the best option.

Do I get a discount if I don’t host with Revotion?

No. It’s an optional part of the support plan.

 

What happens if I run out of time each month?

Easy. Should you need more work doing in a particular month, you simply top-up your support time at our shop.

What type of work can be done with Support time?

Pretty much anything we offer as a service but bear in mind that this is WordPress Support – not WordPress development. If you have a requirement for a larger project, we can discuss that with you and quote separately.

Are you based in the UK?

Yes. We are based in Northwich, Cheshire and work with clients across the UK. All our team are in-house, we do not outsource support tickets or use freelancers.

I have several sites – will you do me a deal?

Give us a call. If you’ve more than one site, or one large site and another small one, we can talk about discounts and bespoke support packages.

What is covered by support time?

As a support client, you’ll be able to tap into all our agency services as part of your support contract. This covers work on your WordPress site, design work, consultancy, proofreading, image editing and all the other services you’d expect from a digital agency.

How to you record and report time used?

We use HubSpot for all support requests (including WordPress support questions). When you raise a ticket, we’ll respond and update the ticket as we work on your request. Once done, we mark the ticket with the amount of time used.

We record all this information and can provide you with a spreadsheet of dates, requests and time used. We’re pretty organised!

Do I need to give you access to my Admin?

Yes – at some point so we can have a look under the hood. Before we do this, we’ll send you our Non-disclosure agreement. This is a formal document that explains what we will and won’t do to your site. It also confirms that we will act in the strictest confidence when working on your site.

How do I know you’re any good?

We’ve worked on hand-coded sites, bespoke CMS systems and over the past 7 years, WordPress. We’re passionate about WordPress and making sure our clients’ websites are as good as they can be.

Why can’t I sign-up online?

Unlike a lot of WordPress Support agencies, we like to have a look at your site and run some tests on it before we offer you support (and take your money).

Until we’ve run these tests (at our own expense) we don’t know anything about the condition of your site. We can’t promise awesome support if we don’t know what we are dealing with.

What They’re Saying

Customer Testimonials

Revotion migrated my website for me and from the very start was incredible with his professionalism, commitment and his constant ability to convey and explain complicated IT systems to me in a simplified way, so that I understood how it benefited my business.

He completed work on my website in amazingly fast time-scales, but without having agreed time lines in place, so it was a pleasure to work with him, because he did all the work expected of him and usually more, always without prompting. Whenever I contacted him for IT advice, he provided it immediately, and I felt that I my business was in very safe and knowledgeable IT hands.

Reliable IT help is so difficult to source these days, but I would have no hesitation at all in recommending Stuart at Revotion to guide you through all your computer problems and resolve them with expertise and speed and always provide them with a friendly and personal approach.

Gill

Business Owner, Waggy Tail Dog Walks

Already having a website, I needed a new fresh look for our online business. I contacted Stuart, we met talked over my requirements, looked over options and away he went. Templates were sent of how he saw the new website, we loved it! Not only did they update the website, all the SEO was offered and completed. Overnight we saw what a difference it made to the online sales, more clicks, more sales and enquires.
Overall 5*
Great communication, service and very reasonably priced.
Thank you 🙂

Nicky

Business Owner, Glitterexpress