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Website support services

On a plan
Edit hours, then $125 USD an hour
Without a plan
$125 an hour, after the free health check
Response time
None promised
Platforms
Any, WordPress included

Website support services fix what breaks on a site and make the changes it needs, on WordPress or any platform. The time is $125 USD an hour past a plan's edit hours or, without a plan, after the free website health check; hacked-site cleanup and redesigns are quoted on their own, and no response time is promised.

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Website support services start with a message from you: what broke, or what needs changing, sent by email or left as a voicemail. A person traces the cause and makes the fix, and the time is taken from your plan’s edit hours or billed at $125 USD an hour. That holds for WordPress support and for every other platform.

A site without a plan can have the same help, at $125 an hour, after the free website health check. The one thing not on offer is a promised response time, and this page says why.

Asking for website support, step by step

A request can be an email, a note through the contact page, or a voicemail on (866) 932-9526. This is what follows it. Without a plan, the free website health check and a quote come before these steps.

  1. You describe what is wrong

    Say which page, what you expected, what you saw instead, and when it started; the exact words of any error message save a round of questions.

  2. A person reads it and opens the site

    The problem is looked at on your site as it stands, not guessed at from the description.

  3. The cause comes before the fix

    A form that stops sending can be the form's settings, the site's mail, or the host, and fixing the wrong one only uses up your hours.

  4. You hear what was wrong and what was done

    The reply is in plain words, and it says so when the fault sits with your host or another provider rather than with the site.

WordPress help for the errors that stop a site

Four WordPress problems that send owners looking for help, and what each one usually means.

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  • The critical error message

    WordPress shows “There has been a critical error on this website” when a plugin, an add-on that gives the site a feature, fails outright, or the theme does. It also emails the site's admin address a link to a recovery mode, and that email often names the plugin at fault.

  • The database connection error

    WordPress shows “Error establishing a database connection” when it cannot reach its database, where the pages and settings are kept. The usual causes are wrong connection details, a database server that is down at the host, or a damaged database.

  • Form messages that never arrive

    By default WordPress hands its mail to the server's built-in mail function, which many hosts restrict and many inboxes distrust. The usual fix is to send the site's mail through a proper mail account, with the domain's records set to vouch for it.

  • A layout broken by an update

    Usually a new plugin or theme release clashing with something already installed. The release at fault is rolled back to put the site right, then fixed or replaced; on a plan, the WordPress update order is built to catch it first.

How website support is paid for

On a plan, support runs on the same clock as the edits in website management, so what it costs depends on which one. Without a plan, you can still ask for it.

  • From the month's edit hours

    Professional includes 1 hour a month and Business 3. A fix draws on those hours first, with nothing extra to pay.

  • Then $125 an hour

    Past those hours, and on Essential, which has no edit hours, support is billed at $125 an hour.

  • Some jobs are quoted instead

    Cleaning up a hacked site is done on request and quoted as its own job, as are redesigns and new features, whichever plan the site is on.

  • Without a plan

    The free website health check comes first, and the job is then quoted at $125 an hour, billed in 15-minute blocks with no minimum charge.

No promised response time, and why

Support here has no on-call line and makes no promise about response times. The phone records messages rather than answering live, and every request is read and worked through by a person.

Printing a response time would be easy; keeping it every single time is not, so none is printed. If your site needs a promised answer within the hour, day or night, look for a provider that sells one: this service does not.

One thing does not depend on your request. On every plan the site is monitored from outside, so if it goes down, an alert goes out whether or not you have noticed yet.

Support for a site you inherited

Support works the same when you did not build the site. The agency may have moved on, the volunteer who made it may have left, and the logins may sit in an old email thread. What that changes is where the work begins.

Every plan opens by reviewing, read-only, how the site is put together and who holds which account, so the first request is not also the first look. Before any of that, the free website health check reads the site from outside and says what it is built on, a fair place to start when nobody left notes.

Questions about website support

Do I need support if I already have a maintenance plan?

There is no separate support plan to buy. On any of the three plans you can ask for support, the work you request when something breaks or needs changing, as distinct from the upkeep that runs without you asking. On Professional and Business it comes out of the month's edit hours, 1 and 3 respectively, and time past them is billed at $125 an hour. Essential has no edit hours, so all support time on Essential is billed at $125 an hour.

Can I get help without signing up for a plan?

Yes. Without a plan, you pay $125 an hour for help when something breaks or needs changing. It starts with the free website health check, and the job is quoted after it.

How soon will someone answer my support request?

No response time is promised, with a plan or without one. Requests are answered by email, and the phone line takes voicemail rather than live calls, so an email with the details is the most direct way to put a problem in front of us.

Does WordPress support cost more than help with other platforms?

No. The same edit hours and the same $125 hourly rate apply whatever the site runs on. The platform changes what tends to go wrong, not what the time costs.

Should I send my passwords with a support request?

No, keep them out of email. On a plan, access to the site is set up once, when the plan starts, so a request only has to describe the problem. Without a plan, access is set up for the job instead.

  • WordPress maintenance

    Core, plugin, and theme updates done in order: export first, try it on a staging copy where your host has one, compare key pages, then go live.

  • Website management services

    Maintenance plus the running of the site: content changes, small fixes, and edits handled inside your plan's hours.

  • Website maintenance plans

    Three plans at published prices, $99 to $349 a month, each listed with what it holds and what it leaves out.

See where your site stands

Send your site's address and we will look it over from the outside, free, and email you a written report.

Get a free website health check
Call (866) 932-9526 Free site check