Frequently Asked Questions
Get quick answers to our most frequently asked questions.
Do you support WordPress multisite?
Yes, we support WordPress Multisite with all our plans but we only cover the primary website for uptime, security, performance and keyword reports. The entire network will be backed up but we will only offer network restores not restores on individual subsites. If you need support for each subsite with dedicated monitoring for every site on your network then please contact contact us for a quote.
How do I get support?
You can get support directly from your site dashboard using either Live Chat or email support. You can also email [email protected] to get support anytime, we usually respond within an hour but always within 12 hours.
Does WP Helper Offer White Label Support?
Yes, we have a dedicated white label service for professionals and agencies. We can provide everything from white label reports to providing direct support to your clients as they need it.
How secure is WP Helper?
We take security extremely seriously, from encrypting all connections and support tickets to the safe storage and disposal of all sensitive data. All payments are processed by Stripe so we never handle or store payment information. We will only ever discuss your account with the account holder, when signing up for an account we will require a memorable date that may need to be confirmed in a support ticket or email correspondence.
Do we provide SEO services?
Do we add content?
What happens if my site is hacked?
WP Helper constantly monitors your site and will add additional security parameters to greatly reduce the chance of an attack.
Unfortunately even with the best practices in place and hardened security throughout it is impossible to completely hack-proof your site. In the event of a security breach, we will be on hand to immediately roll back changes to an off-site backup and prevent the breach from happening again. Security concerns take priority over any other support ticket.
How often is my site backed up?
We can schedule the backup at a time and frequency that suits you, if you are making changes hourly we will backup the database hourly and the site files daily. Backups are usually conducted during the time of the least traffic so in the early hours of the morning.
All plans include daily database and file backups, backups every 6 hours, 12 hours and 1 hour are available as add-ons.
How quickly is my ticket resolved?
Our members that have a maintenance + support plan will be given priority support, but all users will receive same day response (within 12 hours of ticket submission). Our response times are usually much quicker, to get the fastest possible support with a one-off ticket please complete payment with the support ticket and provide all access details as soon as possible. The biggest delay in providing support is usually due to access details and payment submissions.
Who has access to my site login credentials?
Our support directors will always be the first members of staff to receive your login credentials, they are then checked and passed on via our secure system to our technical team for your support service to begin. Our team are all handpicked and work across our entire network of sites (including our own sites) so you can rest assured your site is in very safe hands.
Once your support task is completed your login details are deleted and we keep no record of them. While your task is open your credentials are always encrypted and stored securely on our system.
How do I send my login credentials?
You can submit your access details via our secure form, details submitted are encrypted and send to our support directors only. Using our secure form provides a safer way of submitting details than simply putting them in an email.
We recommend that you create a WordPress user account for WP Helper so you can simply delete the user from your system after we have completed your support task.
Is my site backed up before work is carried out?
Yes, all sites are backed up initially before to conduct any work. This ensures that there is a restore point prior to our work. All backups are stored for 7 days on one-off jobs.
Will my site be down while work is carried out?
We take all steps necessary to prevent any downtime at all and the majority of our support cases are resolved quickly with no impact on the running of the site at all.
Some tasks such as a hacked site recovery often require the site to be taken offline to fully resolve. Our team is distributed worldwide so we can work in a time window that will least affect your traffic, this is usually from 01:00 to 07:30 UTC.
How secure are my payments?
We process all payment via Stripe or for our UK customers you can also pay by Direct Debit or BACS. You can pay for your one-off tasks when submitting a support ticket, our pricing is based on an hourly rate and the average time each task takes, you can also opt to receive a quote before your payment is made.
Our monthly support and maintenance plans are billed automatically by Stripe or GoCardless (for UK customers with Direct Debit).
No payment details are stored on our systems or even disclosed to us all payments go through our trusted payment providers.
Can I call you?
Yes, but we don't hand out our number or advertise it online due to the amount if nonsense calls received and working via email proves much more efficient than telephone support. We do still offer arranged telephone phone consultations, simply contact us and we will arrange a time to call you.
What insurance do we have?
We are insured with Hiscox insurance, covered under our parent company Lakewood media Limited.
Relax Knowing Your WordPress Site Is Secure & Running Smoothly 24/7
Let us manage your WordPress site, everything from security to updates will be taken care of. Support plans also come with dedicated support so we can do anything from adding content to customising your site for you.