Do you really offer Unlimited Support? How is this possible?
When we say Unlimited Support, we mean it! You can send in as many requests as you’d like. Remember that anything that takes 30 minutes or less to resolve and can generally be handled within your WordPress website’s admin panel is what’s covered.
We’re able to do this because we have a skilled team of engineers dedicated to doing only this. We can resolve most tasks very quickly since we often see similar issues across hundreds of sites.
What types of tasks are included in the Unlimited Support?
Our Unlimited Support covers anything that takes 30 minutes or less to resolve and that can generally be handled within the admin panel of your WordPress site. For example: Adding or editing content like blog posts, WooCommerce products, pages, etc., editing menus and widgets, installing and activating plugins, and much more. Here’s a more comprehensive list of the most common things our team does.
We can also take care of the following requests, but they may take a bit longer than our usual turnaround time:
What types of tasks are NOT included in the Unlimited Support?
Here are some requests that the Unlimited Support does not include:
It never hurts to ask. No matter the request, we’ll point you in the right direction!
What if a task takes more than 30 minutes?
Whenever we receive a request, our engineers evaluate it’s within our scope of support. If we think a task will take more than 30 minutes, we’ll provide a quote to you for approval. Occasionally, there are requests that our engineers cannot do because it falls outside the scope of this support service. Once we troubleshoot the issue, we’ll let you know what your best options are.
How do we send support requests?
You will have direct access to dedicated support via Live Chat from 9:00AM to 4:00PM CST. In the admin area of your website, you will see a chat bubble where you can send in request. Any questions, support requests, etc., you can send them real-time, and I’m here to help. If it is outside of normal hours, you can still send a request in and our team will fulfill the request when we are back online.
What about emergencies or after hours?
Your website is monitored 24/7 for uptime, so if anything breaks, our team is alerted immediately. We then alert you and provide an update with a resolution going forward. This is also why we recommend that we host your website. The cloud environment we have built has a “fail-safe switch” (technically called auto-healing), so if something happens, a separate part of the server will automatically launch to keep your site online. Having this built into our server creates virtually no downtime.
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