WordPress Hosting

Almost! Anything we can run a 1-click update on.  If you have a premium plugin or theme that doesn’t have 1-click updates, you would need to upgrade.

We do not recommend 1-click updates for eCommerce websites, membership websites or websites that have frequent changes.

Fixes are separate. We will restore the previous version of the plugin or theme and try again next time. Most of the time, conflicts are fixed in this period by the plugin author. If not, we’ll notify you and make recommendations.

We do a home page check on the site after everything is updated. If anything looks off, we’ll debug and find out which plugin/theme caused the problem and roll  that update back.

Yes, you can upgrade your hosting plan at any time to accommodate the growing needs of your website.

Once you select a hosting plan and complete the signup process, you’ll receive an email with detailed instructions on setting up your account and website. If you’re not sure which plan is best for you, please contact us!

We recommend at least two weeks to plan and execute your website migration.  If you need to transfer email as well, you will need more time. The first step in the migration process is making sure that you have access to all of the logins that will be needed. If you’re not sure what’s involved, please contact us and we will create a migration plan for you.

Your hosting account will be set up immediately upon successful payment, and you can start building or transferring your website right away.

Yes, we offer a 30-day money-back guarantee on all our shared hosting plans. If you’re not satisfied with our hosting, you can request a full refund within the first 30 days.

We accept various payment methods, including credit/debit cards, PayPal, bank transfers and checks.

We check your website once a minute.

We will investigate the issue and attempt to resolve it promptly. Most issues can be fixed without requiring any input from you. After the issue is resolved, we’ll send you a recap detailing what we found and how we fixed it.

During the week, we respond within 6 hours, but often we can check on your website within 1 hour. If downtime occurs over the weekend, our response time is within 36 hours.

Scope of Support

We provide uptime monitoring and server performance support. In the event of downtime, we will investigate the issue and attempt to resolve it.

If downtime is caused by bot or malicious traffic, we will attempt to block the traffic. However, if the site is overloaded by legitimate visitors, the client may need to upgrade their hosting plan to handle the additional traffic.

If we identify a plugin issue, we will attempt to restore just that plugin. If there is a larger issue affecting the website, we will attempt to restore the entire website from the most recent backup. For websites with eCommerce functionality or frequent updates, we will seek your approval before restoring a full backup to prevent data loss.

Client Responsibility

Clients are responsible for changes made outside of our maintenance service. If such changes cause issues, additional support will be provided at our standard hourly rate or through pre-purchased support time blocks, pending client approval.

Incident-Based Support Fees

If a plugin, theme, or third-party software causes an issue, fixing the issue is not included in our standard service. Should pre-purchased time blocks be needed, we will obtain client approval before using the time to implement a final fix.

Exclusions

We are not liable for the functionality or performance of third-party plugins, themes, or external integrations. If these cause an issue, the client will need to work directly with the developer for a solution. Additional support from us will incur a fee.

If your website gets hacked, our servers are equipped with Imunify360, a powerful security tool that automatically detects and neutralizes malware, preventing further damage. It continuously scans for threats, removes malicious code, and protects your site from future attacks.

For managed hosting clients, we take it a step further. Our team will perform the manual repairs needed to remove any lingering issues and ensure your site is fully secure to prevent reinfection. We’re here to help you get back online quickly and safely.

If you do not have a managed plan, we recommend ordering Pro Support so we can create a customized plan for repair and cleanup.

Yes, we include backups as part of all our hosting plans to ensure your data is safe and recoverable. We retain 7 daily, 3 weekly, and 3 monthly backups, providing multiple restore points to help safeguard your site.

While we strive to maintain reliable backups, we cannot guarantee that all backups will be free from errors. Therefore, it is ultimately the client’s responsibility to maintain their own backups for added protection.

Backups are an important feature for quickly restoring your site in case of accidental errors, technical issues, or if your website has been hacked.

We recommend one website per hosting account to maximize security. Each account is isolated so that if one of your websites gets hacked, the others are safe. That said, we allow more than one website per account, for an additional charge. Each website on your account will have access to Imunify360 scanning and malware removal.

We implement multiple layers of security, including firewalls, DDoS protection, malware scanning, and regular server software updates to keep your website safe.

Yes! In addition to standard hosting support, we also have developers available that can help you troubleshoot a problem or make changes to your website.

To access developer support, you purchase a pre-paid Pro Support Time Block. With time purchased, you can submit a ticket detailing what you need done.

Once you submit a ticket, we’ll evaluate the job. If the block of time you’ve purchased covers the job, we’ll get started right away. If we think we will need more time, we’ll contact you with an estimate before we get started.

We have 24/7 monitoring and support in place for our servers and our infrastructure.

Customer support for managed hosting accounts is available during regular business hours, via email or and phone.

Both Managed and Basic hosting accounts have 24/7 access to the hosting control panel and the Knowledge Base.