What is included in support?
- Definition of “support” as used above and elsewhere: Diagnostics, research, troubleshooting, testing, and resolution of an existing feature or function originally developed or implemented by SimDex LLC OR of a supported WordPress plugin.
- See the full list of supported WordPress plugins
- Examples of tasks NOT included in support: Fixing an issue with an unsupported WordPress plugin; fixing an issue with a 3rd party product or service outside of WordPress; installing and configuring a new WordPress plugin or theme; implementing a new custom feature or function; making changes or additions to website design, layout, and styling; editing or updating webpage content.
- Read the full terms and conditions
How does support work?
- Basic Plan support options:
- Submit a website issue report
- Email [email protected]
- No support via phone call
- Standard Plan support options:
- Submit a website issue report
- Email [email protected]
- Schedule a phone call or virtual meeting (counts toward 3 hours/month allowance)
- No support via unscheduled phone call
- Premium Plan support options:
- Submit a website issue report
- Email [email protected]
- Schedule a phone call or virtual meeting (does not count toward 6 hours/month allowance)
- Call or text (651) 447-6247 (does not count toward 6 hours/month allowance)
What info do I need before I sign up?
When signing up, you will need to have your website’s URL, your WordPress username, and your WordPress password. We also recommend having your cPanel URL, username, and password. This was most likely sent by your hosting company after you signed up. If you need help finding this info, please email our team at [email protected].
I want to get started right away. How soon can you start working on my website?
Excellent! In most cases, we begin a few hours after you sign up. Once you sign up and provide your WordPress login credentials, it will take us about 1-2 hours to verify your credentials (during business hours, Monday through Friday, 9am-5pm central time). Once verified, you can begin making work requests right away.
What happens if a plugin or theme update breaks my site?
The simple answer is that we fix it. We go out of our way to ensure compatibility before we update plugins, themes, or WordPress versions, but sometimes the results of an update are unexpected and things break. In those rare scenarios, we quickly repair the issue and contact the plugin or theme author so they can work on patching the issue.
What if my site is hacked?
Our team works to keep your site secure. If there is an issue where a hacker gains access or malware is planted on your site, our team will remove it.
What happens if I need to restore a backup of my site?
If something should happen to your site and you need us to restore it from a backup, just email us at [email protected] or submit a website issue request. We make weekly backups, so you’ll always have the most recent copy of your site available to restore.
How do I cancel my account?
If you’d like to cancel your account, you can email us at [email protected]. We will cancel your account for you.
Can I sign up if I don’t have a WordPress site?
At this time, we exclusively serve WordPress-based sites. If you’re not on WordPress yet, be sure to save our contact information for once you finally get on the WordPress bandwagon. We’d love to help you out!
How do I pay? Which payment methods do you accept?
We accept all major credit and debit cards including Visa, MasterCard, Discover, and American Express. After signup, cards are auto-charged each month on a recurring basis until you decide to cancel or upgrade your plan.
Does it matter which web host I use?
We work with most hosting providers. If for some reason there is an issue, we’ll work directly with your host to ensure we can provide our service through them. If you’re looking for a quality hosting provider, we can make some recommendations based on our your needs, and our experience and testing.
Do you offer web hosting?
Yes, we do. Click here to learn more.
Where is the fine print?
Click here to read the full terms and conditions for all the WordPress Maintenance Plans.
I have more questions. Who can I talk to?
If you have additional questions or concerns, you can email us at [email protected].
Cloud Backups
Included in All Plans
- Daily MySQL database backups
- Weekly full site backups (all files and database)
- Last 8 full site backups saved (2 month history)
- Last 14 database backups saved (2 week history)
- All data are fully encrypted during transfer and storage
Software Updates
Included in All Plans
- Weekly WordPress core updates
- Weekly WordPress plugin updates
- Weekly WordPress theme updates
- Backups saved before updating
- Maximizes security and reliability
Uptime Monitoring
Included in All Plans
- 24/7/365 website monitoring
- Ensures your site stays online
- Monitors in 5 separate locations
- Monitors check every 1 minute
- Provides peace of mind
Video Tutorials
Included in All Plans
- 100+ professional training videos
- Learn how to use WordPress
- Learn how to use WooCommerce
- Step-by-step instructions
- Additional educational resources
Visitor Analytics
Included in All Plans
- Understand user interactions
- Discover visitor demographics
- Measure key performance indicators (KPIs)
- Analyze and optimize marketing tactics
- Collect powerful business insights
Content Changes and Additions
Included in Standard and Premium Plans
- We add, edit, and remove content for you
- We can tweak design and styling too
- Keep your website updated and relevant
- Simply email us your revisions
- Save time and focus on your business
- Basic Plan: billed extra @ $180 per hour
- Standard Plan: 3 hours included per month
- Premium Plan: 6 hours included per month
- Purchase additional time @ $180 per hour
Support and Troubleshooting
Included in All Plans
- We troubleshoot and fix your site for you
- Fast, efficient, and professional support
- Simply email us asking for help
- Basic Plan: 5 business days response guarantee
- Standard Plan: 3 business days response guarantee
- Premium Plan: 1 business day response guarantee
Performance Optimization and CDN
Included in All Plans
- We make your site lightning fast
- Includes multi-level caching, HTML/CSS/JavaScript code modification, image optimization, and more
- Includes high speed content delivery network (CDN)
- Improves search engine optimization (SEO)
- Increases conversion rates and sales
- Maximizes website performance
- Creates better user experience and less frustration
Security Monitoring and Firewall
Included in Standard and Premium Plans
- Protect your site from hackers and vulnerabilities
- We optimize your site for maximum security
- Continuous website malware scanning included (checks for suspicious code)
- Includes robust web application firewall (WAF) to block bad traffic and attacks
- Reduces your business risk and liability
- If you do get hacked, we clean your site
- An insurance policy for your customer data
- Includes TLS (SSL) certificate for HTTPS
- Improves search engine optimization (SEO)
Digital Marketing Consulting and Strategy
Included in Premium Plan Only
- Includes 1 hour of digital marketing consulting and strategy per month (1-on-1)
- Simply schedule a virtual meeting with us
- Includes marketing and sales recommendations
- We help you grow your business online
- Discuss strategies for email, social, mobile, video, SEO, PPC, and more
- Improve your search engine optimization (SEO)
Weekly and Monthly Email Reports
Included in Premium Plan Only
- Understand the big picture
- Includes weekly and/or monthly reports sent by email
- Includes analytics, performance, security, SEO, and more
- Gain invaluable insights about your website
- Includes quantitative and qualitative business data