Frequently Asked Questions

Read through our most popular questions below. If you have a question that is not addressed in the collection below, we’re more than happy to help to get it answered!

A few questions we get regularly

Yes, in the unlikely event that our service doesn’t meet your expectations, we will refund 100% of your money within 30 days for all of our maintenance plans.
Our service is month to month and is based upon establishing strong relationships as well as providing a great service rather than tying you down in a long term contract.
Publishing refers to a piece of content that needs to be added to your website. It can be anything from a blog post, a new service page, a news article, a photo gallery, a promotional video, an audio file such as a podcast, etc. If you have a question about what we would consider to be included in publishing please reach out.
Our team will ensure all content posted is free from spelling errors, is SEO friendly, images are compressed, and videos are optimized for streaming to ensure your website’s performance stays top notch.

Absolutely. Simply write to us via email, use our contact us form, or give us a call and let us know which plan you’d like to switch to. We will prorate your monthly payment from the day of your request to smoothly transition you between plans. Simple as that.

For small jobs, our turnaround time is 24 hours. For publishing jobs, please allow for 48 hours for your request to be completed.
In many cases requests will be completed in as little as 3-5 hours. If your task is urgent, please let us know and we’ll make sure it’s moved to the top of the queue and gets done on time.

While our plans do not include marketing services, our CEO Lucas Summer is a results driven marketing specialist and would be happy to help your company grow. Get in touch for a free quote.

Our core mission is to make website management simple for business owners. Because of this, we offer many convenient methods of communication. We’re available via phone, email, website chat, Facebook Messenger, and SMS text messages.

A small job is defined as any tasks which takes 30 minutes or less.
A small job covers various things, from updating a staff bio, changing a picture, updating a logo, removing or adding menu items, quick color changes, text edits, or any development tasks that fall within a 30 minute timeframe to complete.
In many cases, if your request is around one hour or less, we will take a look at your small job utilization over the past few months and usually we will be able to get it done for free.
If your request definitely exceeds one hour worth of work, we will let you know and provide a quote at our discounted rate of $50/hr which is only available for our clients currently on a maintenance plan.

At Simple WP Support we believe it’s our quality of service and determination to always do what’s right for the client that has encouraged a loyal and happy client base. We don’t rely on lengthy contracts to hold clients captive and you can cancel your plan at anytime. Our team will promptly hand over all passwords and files you require to effectively manage your website as well as answer any questions you may have to be helpful during the transition.

Security of our clients websites is at the top of our priority list at Simple WP Support. From our realtime firewall, login attempt limits, as well as server architecture and much more we are constantly updating our security measures to ensure your website is safe from new threats that surface on a daily basis.
If your website does happen to be hacked while on one of our maintenance plans, our company wide attention will go towards restoring the website from our cloud backups in order to restore any lost functionality.
We will then seek to isolate and identify the source of the infection. If a plugin is responsible for example, we will make sure to remove such plugin from the current restored installation and suggest alternate solutions to replace the infected plugins functionality.
We do not provide restoration or recovery services past restoring your website from our cloud backups although we will happily liaison with our preferred restoration provider and see the project through to completion and safeguard your website from there on out.

In order to get started, we will need a few things depending on whether we will be hosting your website or not.

If we will be hosting your website, we will need administrative credentials to your WordPress installation from which we will be able to make a backup of your website files and database.

In addition, we would need access to your domain name registrar in order to update your nameservers.

If we’re only providing maintenance and support we will need three things.

1. Administrative access to your WordPress website.

2. Database Access. At a minimum, we will require access to phpMyAdmin. In most cases, our clients will give us login credentials to their hosting account or cPanel which covers #2 and #3 below.

3. Lastly, we will need access to your website files. You can either provide us with cPanel or FTP access which will allow us to modify your website files.

Security is our number one priority when it comes to handling our clients’ passwords. All of our support is handled in-house and your passwords will be securely stored using bank-level encryption and double authentication access protection.

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