Safety & Security
Who are we?
WP Helper was launched in 2016 to separate the WordPress support from our parent company, Lakewood media Limited. Lakewood has been operating since 2012 and is a registered company in the United Kindom since 2013.
Lakewood media Limited
Company Number 08477710
160 City Road
We require access to your site and sometimes even hosting account and more when working on your WordPress issues, rightly so you should be asking questions before handing over any access to your sites. We have compiled some frequently asked questions from our clients below, if you still have a question or just want some reassurance please contact us.
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?
Depending on the level of work required we will always create a backup of the part of the site that is being worked on, this may simply be a page backup or a database backup but if the work requires heavy modification then we will, of course, create a full off-site backup before work is carried out.
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 within minutes 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 offer to 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.
WordPress Maintenance & Support
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One Off WordPress Support
WP Helper offer a one off WordPress support service, this can cover absolutely anything you require from site migrations to malware removal. We quote per jobs so get to our get support page to get a quote and fix your WordPress problem today.