FAQs

Our more frequently asked questions

Here you'll find some of the questions we get asked on a regular basis. If your question isn't listed below, please feel free to get in touch; we'll be happy to answer your questions.

Care Plans

Why do I need a care plan?

WordPress is continually being updated. For some website owners this can mean a lot of effort keeping up with the constant flow of updates.

With one of our care plans we ensure your website is always up to date giving you a website that's fully functional and completely secure.

If your website isn't properly looked after it can get hacked, break, or worst case, lost forever.

Can I start a care plan today?

Before making you commit to any of our care plans, we want to make sure that we can support your website. WordPress websites come in many many different shapes and sizes so it’s important that we know what we’re going to be working with.

To get started all you need to do is complete our website audit request form and we'll do the rest.

What is the onboarding process for new client websites?

Once we've completed our website audit and discussed it with you, and you've decided to sign up to one of our care plans, you’ll receive a welcome email with details about how to securely give us your login credentials.

Once we've received this information we’ll have your plan fully implemented in 24 to 48 hours.

Fully-implemented means we'll have your website connected to our remote systems, performed a manual test of the remote backup process, and completed any outstanding updates.

This may take a little longer if we're also migrating your website onto our servers as part of your care plan.

What passwords do you need to get started?

To be able to manage all aspects of a WordPress website for our clients we need the following:

  • Administrator level access to your website's WordPress dashboard. You can either create us a new account or you can provide us with your admin account details and we will create our own admin user.
  • Your website's database details. You can either provide Cpanel/Hosting details or phpMyAdmin access.
  • Your website's files via SFTP (secure file transfer protocol). This will give us access to directly manage all the files that make up your WordPress website.

In general, people give us two things: their WordPress admin credentials and their hosting account admin credentials. Using these we always create our own users for accessing different areas. This means that we don't have conflicts with password resets and also so that its easy to remove those users should our services no longer be needed.

We take security very very seriously and take extreme care with our client's confidential information. All logins use 2-factor authentication for access.

We also understand how much trust it takes to share this level of access to your website information with us. We don't take this trust in us lightly.

Do you offer discounts for more than one site?

All of our WordPress care plans only cover a single website.

If you have more than one website you need looking after you’ll need a care plan for each one, but if you contact us we'll be able to work out a discount that works for you.

Is there a discount for non-profits and charities?

Yes. If your company is a nonprofit or you're a charity we offer a 25% discount off all of our care plans. Please contact us to find out more.

Should I be updating my website's files and plugins?

We ask that our customers leave updating WordPress, plugins and themes to us. This is an integral part of keeping your site working properly and we take great care to first backup the website, then check the website, update files, and then check the website again for any problems.

Our software keeps a record of the files and plugins that are updated and ever there is an issue we know exactly what was changed, reverting the changes if needed.

Will I get updates about my website's status?

We take care of everything to keep your website running smoothly, leaving you free to focus on what's important: your business.

That doesn’t mean we keep you in the dark about what goes on in the background. Our detailed site reports let you know what we've been doing, from updates to completed backups, and much more.

Do you manage content updates?

Yes we do as we know that it can be difficult adding content when you don’t know the ins and outs of website management, or have the time to do it.

All of our care plans come with website edit time. You simply raise a support ticket detailing any changes or additions, and we'll get right on it for you.

If the updates are going to take longer than the time covered by your care plan we will make sure that you're aware of this and that you're happy for us to charge additional hours to get the edits done for you. We won't do the work until you've agreed.

What's not included in content updates?

To give you an idea, below are the sorts of things we don't cover in the content updates we manage:

  • Graphic design changes (e.g creating graphics or editing images beyond simple resizing/cropping/optimising)
  • SEO and analytics strategy, review, or consulting
  • Writing or providing content for posts, pages, products, etc.
  • Plugin or theme development, including the addition of new major functionality on an existing site (e.g. setting up an online store, rebuilding existing content through a different page builder, etc.)
  • liaising with third party vendors (e.g. email providers, plugin/theme’s support team, etc.)
  • Purchasing plugins, license keys, or extensions

That said, it never hurts to ask. No matter what the request, we’ll do our best to point you in the right direction.

Do care plans include SEO?

Our care plans are focused on the upkeep of your website and in-depth SEO is outside the scope of our plans.

That said, we follow best practices to enhance the SEO of anything we do as part of your care plan. For example:

  • We make sure that your site is able to be indexed by search engines
  • We add an xml site map to help search engines crawl and index your site
  • When we add images we add alt tags
  • If we create your website for you we make sure your website has a good quality SEO plugin installed. We give you a free license for SEOPress Pro, worth £47 a year
  • We keep your site running smoothly

If you do however need SEO advice we'll be happy to discuss this with you and send you a quote for the work you want carried out.

Website Hosting

Does it matter which web host I use?

All hosts are different, with some being better than others. Ideally we would like you to host your website with us to ensure that it's fast and secure. Hosting your website with us makes both of our lives easier when it comes to performing updates and fixes.

Does your support cover hosting/server issues?

Yes, If we host your website.

Can you help me set up an SSL certificate?

Yes, if you host your website with us. All websites hosted on our servers get a free SSL certificate.

Do I get a discount if I don’t host with you?

No. Hosting is an optional part of our care plans.

Do I have to move my website hosting to start a care plan?

No you don't. We'll keep your website with its current hosting provider if you don't want to move your site to our servers.

That said, if you're not happy with your current host and are looking to move your website we offer a free website migration as part of our care plans.

What does your managed WordPress hosting include?

Your WordPress website will be hosted on one of our dedicated servers which are only used by our clients, which means you're not sharing resources with potentially thousands of other websites, reducing performance.

Care plans with hosting packages include:

  • 10 GB disk space
  • Unlimited bandwidth per month
  • 1 x WordPress Install
  • 1 x database
  • Free SSL certificate
  • Free hosting migration (1 site)

You’ll also get SFTP and cPanel access to your website should you need it.

Website Design

Do you do full website designs?

Yes we do! We would be very happy to help design your website project as we've helped many of our clients with website design.

Find out more about our website design services and if you like what you see then drop us a line and we can talk about getting your website designed and up and running.

Do you offer custom development?

We do offer custom development but this isn't covered by our care plans. If you have a project that requires custom work and is outside of the scope of our care plans, we're happy to do it as an addition to our ongoing care of your website.

You'll need to send us the details and we'll give you an accurate estimate for how much time it takes. We'll only start work once you give us the green light to move forward.

Custom development is charged at £50 per hour, but our Advanced and Business care plans offer discounts on this.

How much does a new website cost?

There is no simple answer to this question. The only real answer is, it depends, as the cost depends on many different factors. We do more than just make your site look pretty, we make sure our designs are functional and optimised for performance and search engines.

Before launching any website we carry out an extensive checklist to make sure your website is ready for customers and search engines.

How long does it take to build a website?

Will you write content for my website?

We don't normally write content for websites that we create, but that doesn't mean that we can't and haven't done so in the past.

Writing website content that converts visitors to paying customers isn't a simple task and falls outside of the normal development costs we charge when creating a website for a client.

If you want us to write the content for your website we'll be happy to provide a quote for this service.

Support

Do you offer 24/7 technical support?

Our support hours are 9am to 5pm GMT, Monday to Friday. Any support tickets submitted outside of those hours are immediately attended to during our regular support hours.

What do you do if my site has been hacked?

Our website care plans are in place for just this reason, to prevent that from happening. Unfortunately, even with proactive monitoring, no one can catch every security issue.

What we can guarantee is that the preventive measures put in place by taking out one of our care plans monitor your site regularly to thwart any efforts to hack or otherwise break your site.

We will also be prepared with full backups standing by at the ready to restore your site back to its pre-hacked status should a vulnerability be detected or create an issue.

In the event a security issue does occur, our goal is to respond immediately within business hours. Valid security concerns are of the highest priority to us.

What are the best ways to contact you for support?

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 website at any point in time.

Support tickets can be submitted through our customer portal. This is the easiest way to authenticate your support ticket.

You can also email at info@wordpressadminister.co.uk any time from the email address associated with your WordPress Administer account.

If an update breaks my site, does it cost extra to fix it?

If it's an update we've made as part of your care plan, no, it doesn't cost extra to fix it.The site is immediately rolled back to the backup state taken prior to performing the update. Once this has been done we'll contact you to let you know what happened.

The majority of issues are addressed free of cost, however, custom plugins, issues introduced by users, or particularly time-consuming issues may be billable.

We will of course contact you before proceeding with any work that will need to be paid for, giving you a detailed breakdown of what needs to be done and why.

Can you restore the site from a backup of an earlier version?

Provided that the backup is available, yes. While we're happy to restore a website at no charge for any customer, continued usage of this feature may consume monthly development time (if available in your account), and/or incur additional costs.

We will of course contact you before proceeding with any work that will need to be paid for, giving you a detailed breakdown of what needs to be done and why.

What happens if a plugin I am using is no longer supported?

The plugin is still monitored by us for issues as before. If no breaking changes or other issues are found it remains on your website.

We frequently come across plugins with a variety of issues and in such cases, we will contact you letting you know of a better alternative.

My website is down! What should I do?

If your website is not loading on your end, the first thing to do is to make sure this is the same experience for everyone by using DownForEveryoneOrJustMe – https://downforeveryoneorjustme.com/.

If your website is down just for you, there are a few things that you can do. First, try clearing your browser history (cache and cookies) and reloading your website. Also, check your internet connection. As obvious as that may sound, we sometimes forget this simple check.

If the website is down for everyone, raise a support ticket through our customer portal, but chances are that our website uptime monitor has already alerted us to the issue.

Payments

Are there any hidden fees?

Absolutely not. We don't have any sign-up fees or other hidden charges. The only price you pay is the price of your monthly care plan.

What payment methods do you accept?

We currently accept payments via standing order or bank transfer. We have found this to be more reliable as it's easy to setup, avoids issues such as when credit cards expire and it's more flexible which allows us to serve you better.

Is there a minimum contract length?

No. We don't lock you into any contract or hold your website to ransom as other people might do. You can cancel at any time and have full control of your plan. You can upgrade, downgrade or cancel when you choose.

What happens if I want to leave?

We don’t believe in keeping customers locked in a contract or withholding your website from you if you leave. Obviously we would prefer to try and resolve any issues you may have if possible.

If you do want to leave then all you need to do is send a support ticket requesting a cancellation before your next due billing date.

All cancellation requests will be honoured and if you host your website with us and require a backup of your website files and database, we can of course provide these to you as well.

What happens to the premium plugins/themes if I leave?

Unfortunately, we can't continue servicing websites that are no longer covered under our care plans. If you decide to cancel your management plan with us, you'll lose access to our licenses to be able to run the plugins.

You are, of course, more than welcome to continue using any of these premium plugins or themes by purchasing your own copy.