F.A.Q’s

We’re glad you asked, because this is one of the most common questions we get! And for you to be a happy client, it’s important we both know what to expect.

We provide maintenance and security services for client like you! Running a business, or even being responsible for a website these days can be a huge time suck (or maybe you’d really just rather not have to do it!).

We look after the humdrum, day to day chores of performing backups, checking if your theme or plugins need updated, scan your site for malware and viruses and regularly review your site and implement performance enhancements, so that your site loads blazingly fast. And so you know exactly what we’re up to, we’ll send you a report by email each week, summarizing what’s been going on.

And there’s more! Depending on which plan you subscribe to, we’ll also repair your site if it gets hacked, optimize your website and database so your site loads  and we’ll even monitor all the key databases on the internet that track which sites should be blacklisted and blocked from search results.

And if you subscribe to our Premium plan, we’re about to add a new service – for free! We’re about to launch a whole new, enhanced and updated SEO report that amongst other things, will tell you exactly how you rank for your chosen keywords, how you rank against your competitors, and if you have any internal page links that are broken (that is, point to pages that don’t exist), or if any links that point to or from your site are broken.

If you want us to provide a service that isn’t currently listed, then please get in touch. We can only serve you better if we know what is it you want. Send us a message here.

Although we are constantly reviewing the services we offer our clients, there are practical and financial limits to what we can help you with.

All of our services are subject to a fair use policy. For example, if you edit your website and keep making changes that break it or stop it from loading, that wouldn’t be something we can help with every time.

Although we are currently considering a range of new services, we can’t help with login issues, WordPress functionality issues, design or content changes.

If you want us to provide a service that isn’t currently listed, then please get in touch. We can only serve you better if we know what is it you want. Send us a message here.

Very! We use world-class cloud storage facilities to save the backups for all our clients. We encrypt the data transmission between your website and the storage facility, and your data itself is encrypted while it’s in storage.

The data is not publicly accessible and only we can access or retrieve your information. 

All this, plus an SLA that guarantees less than 1 second downtime per year, means you have nothing to worry about. Your data is in very safe hands!

Keeping backups for a period of time is as important as understanding which of those are kept.

Depending on the plan you are on, backups are taken hourly, daily or weekly, and all plans save them for at least 90 days.

​Premium Plan
Backups Saved: Hourly
Stored for: 365 days
Retention: After 14 days, backups will be saved daily. After 45 days, backups will be saved weekly. After 90 days, backups will be saved monthly. After 365 days, backups will be deleted, starting with the oldest

Standard Plan
Saved: Daily
Stored for: 180 days
Retention: After 30 days, backups will be saved weekly. After 90 days, backups will be saved monthly. After 180 days, backups will be deleted, starting with the oldest.

Essential Plan
Saved: Weekly
Stored for: 90 days
Retention: After 90 days, backups will be deleted, starting with the oldest

Once your payment has been approved, the signup process will direct you to your user account dashboard.

On the dashboard is a link to a webform – the first thing you need to do is provide us with some details about your website login and URL of your WordPress admin page. We need this to be able to set up your account and start maintenance activities.

If you don’t provide this information, we can’t protect your site!

Finally, if you subscribe to either the Standard or Premium plan, we (or you) will need to make a small change to the DNS/nameserver configuration for your website, in order to take advantage of the security firewall functionality. This is an easy change and again, you’ll be sent details after you subscribe. We can help you with all of this, so don’t worry if none of this makes sense!

Once that’s done, sit back and look forward to reading your first weekly client report, and relax knowing that your site is in the safest of hands.

As always, if you have any questions, please Contact Us. We want to make this as easy and painless as possible for you!

Yes! If you wish to upgrade or downgrade your plan, simply log into your account and choose the new plan you want. The features and charges for your new plan will take effect immediately.

If you were on an annual plan (and have therefore prepaid), the pro-rated remainder of your subscription will be credited towards your new plan.

Well, that depends on a number of factors – what theme and how many plugins your site uses, how many and the size of your images, who your hosting company is and the plan you are on and many more.

We use best in class tools to make as many updates as we can, however there are limits (mostly related to the list above).

if you want more information, please Contact Us, and we’ll be happy to discuss more!

We don’t offer a standalone malware removal service, you have to be a plan subscriber. 

Check out which plan suits you best, then add a Malware Request to your order. And remember, we don’t offer refunds on monthly plans and only for unused months on our annual plans. 

We accept payment via Visa, Mastercard, American Express, Paypal and we’re now accepting Apple Pay!

We know security’s a big concern for you, and we take it very seriously.

The short answer is no – we don’t capture or store any credit card information during your transaction. The checkout form is delivered by Stripe (our payment processor, who are fully PCI compliant) and the card details are sent to and saved by them.

They will use your stored details for future subscription renewals. If you cancel your subscription, your details are deleted.

When you use a credit or debit card with Apple Pay, the actual card numbers are not stored on your device, nor on Apple’s servers. Instead, a unique Device Account Number is assigned, encrypted, and securely stored on your device. Each transaction is authorized with a one-time unique dynamic security code, and it’s this that is used in the payment process.

Yes, each time your payment is processed, we will email you an invoice. It will also be available for download in the Orders section of your My Account profile.

Yes, you can cancel or upgrade/downgrade your subscription at any time! Simply log into your account and click the “My Subscriptions” link.

There are however, some conditions around cancellations that you should be aware of. These were put in place following (thankfully) a few, rare cases of abuse of our service from previous clients:

• For annual plans, we’ll refund the whole months remaining in your subscription providing that no claims for malware removal were processed and implemented. If you have had a claim processed and implemented, you can cancel but no refunds will be given.
• For monthly plans, we don’t issue refunds.

We do track subscriptions as they are upgraded or downgraded, so if you have any questions, please contact us, we’d love to help!

This is something that we are currently reviewing.

At this time we do not, but can thoroughly recommend our friends over at www.siteground.com. We use them to run this site (and others), and their platform and customer service are excellent.

This is also something that is under review. Currently we do not offer development services, but if you are stuck, contact us and we can guide you in the right direction.

Great! We are always looking for new ways to help our customers. Contact Us and tell us more – we’d love to help!