Frequently Asked Questions

Choosing someone to manage something as crucial as your website isn’t easy. We're certain you have questions, and if something you need to know isn't covered below, send us a message via chat.

World-class Hosting INCLUDED. We require our clients to host with us. Other companies will maintain your site no matter where you host; we don’t believe this is a good model, because so much of your online success is dependent upon the hosting platform you choose. We have partnered with Kinsta, one of the TOP Premium Hosting platforms for WordPress, because we believe you deserve the best! We have made it easy to stop paying for substandard hosting. Our family of clients enjoys World-class Hosting at every subscription level (yes, really, no additional cost).

SSL Certificate and Worldwide CDN INCLUDED. We want you to succeed online. To prove that, we give you some things that you usually have to pay extra for. An SSL certificate encrypts all communications with your website, giving an added layer of security and helping your overall SEO. CDN (Content Delivery Network) provides a way to deliver the files of your site from a server closest to the person looking at your site so it loads faster.

We give our clients access to premium plug-ins at no extra charge. Every website on our Perform care plans gets access to over $288/yr. value or Advance care plans gets access to over $1,810/yr. value. (Please see our plans details to see which plug-ins are included.) It’s an incredible value, considering the overall prices of our care plans.

No, not at all. There is no contract, and if you decide to cancel your Pro WP Care subscription, you can do so at any time.

We offer multi-site discounts starting from 5 sites and above. If you are an agency, marketing firm or freelancer ​and want to transfer your clients to our services, we can help you transfer them and create a plan that will suit you.

Contact us for details. Once we know more about your specific needs, we’ll be happy to put together a proposal with some attractive incentives.

Absolutely! Sign up for our Perform or Advance Plan and we will perform any edits you need to your site. Here are the kinds of changes that are included under the unlimited edits:

  • Changing Plugin Settings
  • Edits to content
  • CSS Changes

Here are things that are not included in unlimited edits:

  • Editing custom code
  • Customizing/modifying your site’s PHP code (plugins, theme and/or functionalities).
  • Customizing/modifying your site’s JavaScript code (plugins, theme and/or functionalities).
  • Building a new website or subdomain
  • Create Content or Copywriting
  • PSD to WordPress

EXAMPLE 1

  • Included: You want us to change out the logo with one that you provide.
  • Not included: You want us to edit your logo image.

EXAMPLE 2

  • Included: You want us to add a new product to your WooCommerce store (for which you’ve provided all needed content).
  • Not included: You want us to create a custom checkout process for your WooCommerce store.

EXAMPLE 3

  • Included: You want us to install and set up a plugin to use its built-in functionality.
  • Not included: You want us to create new functionality that doesn’t exist in a plugin. (This would require custom development which may be available at an hourly development rate.)

EXAMPLE 4

  • Included: You want us to take the text that you emailed to us and use it to replace the current content on your About page.
  • Not included: You want us to write content for or design your About page.

Not to worry – if it’s not included in your unlimited edits, it is covered by your plan’s development time.

Development time is something that every website will need at some point or another. All of those things that aren’t covered in unlimited edits, is covered by your plan’s development time. Development time is included in our Perform and Advance care plans. Each plan includes a set amount of time allowing you to choose the plan that’s right for your website’s needs.

We take a lot of precautions to make sure your site is safe and secure, but in the event that someone does hack your website, we handle it. There’s no extra charge with Perform and Advance plans.

Nothing is more important to us than the security of your website. We partner with Kinsta to provide the one of the TOP managed WordPress hosting environment that includes hardware firewalls and enterprise-level security at the server level for EVERY plan. This also means daily backups, force strong passwords, and a FREE SSL Certificate for your site.

Kinsta’s secure WordPress hosting solution implements active and passive measures to stop attacks in its tracks. We monitor your sites every minute for uptime, implement very tight software-based restrictions, detect DDoS attacks as they happen, and proactively stop malicious code from entering our network.

There is a lot we could say about our hosting, but the simple fact that your website will be hosted on the same server we entrust with our own entirely web-based business says all that needs to be said.

But just in case it doesn’t, Pro WP Care hosting is built upon Kinsta managed WordPress hosting, the same platform that hosts Coca-Cola, HTC, Evernote, Trip Advisor, Intuit, Fresh Books and Sony Music, just to name a few.

Yes! We provide care plans specifically for the ongoing support of any eCommerce site built on WordPress. Websites with advanced functionality like this require our Perform or Advance Plan. Sites like this take more resources for us to manage, so making sure you’re on the right plan means we’ll be able to dedicate what’s needed to keep your website secure, fast and running smoothly.

There are a few reasons for this:

  1. Sometimes plugin updates are released with bugs. Updating less frequently allows the plugin developer to get rid of these bugs before we add them to your WordPress site.

  2. Batching more updates together means an easier manual review, which in turn means fewer chances for something to go wrong.

  3. We’ll be doing all these updates on the weekend when most websites receive less traffic. That means a safer environment and minimal issues for your visitors.

There is always an exception to the rule…for updates that fundamentally change a plugin (like WooCommerce) it takes longer for us to measure the impact making that update has to your site. We use a staging environment for all plugin updates, which keeps your live site running while we poke around to see if and what breaks with the update and figure out how to fix it. Once we’re done we push those changes over to your live site during those off-peak hours.

Because of the limitations of WordPress.com, we’re only able to work with (self-hosted) WordPress.org websites.

If your website has malware before migrating your hosting to Pro WP Care, it’s removal is not covered under your agreement. In that case, we recommend a service like Sucuri, which has an excellent support team and a track record of getting the job done.

Yes! With multisite installations, each site in the WordPress multisite setup needs to have its own care plan. Due to the different use cases, database structure and plugin/theme variations, we will request information from you about your existing network so we are as informed as possible from day one regarding configurations that may be unique to your network.

We are located in the Charlotte, NC area! When you work with us, you get that great family-friendly feel with each megabit we move around the web. We work on the EST time zone.

We offer a full refund within the first 30 days of purchase of one of our plans. If you’re unsatisfied with your service for any reason during your first 30 days with us, we’ll give you back 100% of the money you gave us. We don’t offer pro-rated refunds after the first 30 days of service.

30 days money-back guarantee, does not include website redesign, development or custom integrations.

Of course! We want to build a strong relationship with you, so start with a monthly service and see how well we can work together. Once you’ve worked with us for a bit and love our work, you can take advantage of our discounted pricing and move over to a yearly plan anytime. Just email us or hop into live chat and we’ll make it happen. It’s that easy.

Once you sign up for the care plan that makes the most sense for you, you’ll receive a welcome email with information on your plan and details about how to securely send us your login credentials. Once you send login information for your WordPress dashboard and hosting provider, we’ll have your plan fully implemented in 24-48 hours. We keep all client passwords stored in a 256-bit AES encrypted vault for ultimate safekeeping.

The speed enhancements can take up to a week, since we have to optimize everything for your unique core files, theme and plug-ins and we want to be careful not to cause any downtime for your website. So we take our time and make sure this is done right instead of risking potentially compromising your website.

In short, yes. We have worked with many hosting companies and believe that our setup with Kinsta is one of the best. For us to be truly effective and guarantee your websites security and performance, we require your website to be hosted on our servers. It’s a quick and painless task, which generally takes 20 – 60 minutes depending on the size of your website.

Our servers are located in Google’s Cloud Data centers. We currently have access to 20 global servers. You can view the full network here.

Yes, we do install and configure plug-ins and themes to your requested specifications.
The simple answer is that we fix it. We go out of our way to ensure compatibility before we update plug-ins, 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 plug-in or theme author so they can work on patching the issue.

In short, no. Email management can be quite specialized and it’s never a good idea to host your emails on your website server. We recommend either G-Suite or Office 365 for email. We can certainly help you get started and for larger companies we can recommend some IT partners who excel in this area.

Web hosting issues are supported 24/7 via chat. Non-hosting support is available from 8 AM – 5 PM EST Monday through Friday. Any support tickets submitted during off-hours are immediately attended to during our regular support hours.

We provide Email and Live Chat Support. You can also open a support ticket through your WordPress dashboard using our Pro WP Care Support dashboard widget.

We use support tickets in lieu of phone calls. We strive to make sure all communication is documented and extremely clear; we’ve found that this makes it easier for our entire team to know what’s going on with your site.

Email: Support [at] ProWPCare.com
Live Chat: Click the chat icon in the bottom right-hand corner.

For normal-priority requests, we almost always respond within 24hrs. Often we’re able to complete your task before we respond. Other requests may take longer or require more clarification from you, thus can take longer to complete.
Yes, you can upgrade at any time, just let us know the plan you want to switch to, and we will start working on it immediately after the payment is received.

You can securely checkout online, using your preferred debit or credit card. We don’t store any credit card details and all payments are processed by Stripe. If you prefer to receive an invoice and pay via direct debit/eCheck, please send an email to billing [at] prowpcare.com.

You will be billed automatically on a set day of every month, usually the same day of the month that you sign-up.
No. Every domain requires its own Pro WP Care subscription and cannot be shared with other domains that you may own, even if they’re on the same hosting account. Buy a support package for every website you own for the ultimate peace of mind!

You know it! We’ve been GDPR-compliant since May, 2018. You can read more about the types of data we collect, how we collect it, and how we use your data, by visiting our Privacy Policy page.

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