FAQ

Frequently Asked Questions

Q. Do you offer 24/7 technical support?

Answer. At this time, we do not. In $9 or $19 plan, Our support hours are 12:30 AM – 7:30 PM Eastern Time, Monday through Friday. This covers 19 Hrs a Day. However, we are upgrading this towards 24x7. Only exclusive members can get 24x7 Support which can be discussed. You need to contact us for the same.

Q. Does you support WordPress Multisite?

Answer. We support WordPress Multisite and WordPress Multi-network. Because of the highly differing uses and structures in use by both, we do ask for more information, as our team is informed from the start of any particular configurations that may be unique to your network.

Q. How will future changes in WordPress impact our site?

Answer. To assess the specific ways that WordPress updates (and the direction WordPress is moving in), we would need to provide a formal audit of all plugins and the active theme on the site.

Q. Can you restore the site from a backup site/roll a site back to yesterday’s version?

Answer. Yes, Provided that you have chosen daily backup plan. While we’re happy to restore a site at no charge for any customer, continued usage of this feature may consume Add-on Hrs (if available in your account), and/or incur additional fees. We will notify you prior to charging anything to your account.

Q. What does 24x7wpsupport Team do if my website is hacked?

Answer. We continuously monitors customer sites using ongoing security scans by our partner, Sucuri Security. Common issues are also manually checked whenever relevant.

Unfortunately, even with proactive monitoring, no one can catch every security 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 over any and all development work, company-wide.

Q. If a site issue is detected, who can report it?

Answer. For security reasons, no one other than approved parties may request information or support services for a Maintainn customer. The account holder is the default approved party, but you can also assign authorized users to your account! This can be done simply by emailing us with the name and email address for additional authorized users, as well as specific instructions regarding which sites they are authorized for. From then on, they can both request data and support services with ease.

Since, you get an online user id & password, you can always report an issue via support ticket for the best results. Also, you can communicate your issues using skype or phone but we need to authenticate you. This is important to keep skype or phone number in your user area for better communications.

Q. How does your technical support work?

Answer. Typically, we use support tickets. Although we have a small team, we want to make sure that 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 site.

Support tickets can be submitted through your WordPress dashboard; this is the easiest way to authenticate your support ticket. You can also email at any time from the email address associated with your 24x7WordpressSupport.com account.

Support Tickets can be raised by your WP Admin Dashboards as well as user area of 24x7WordpressSupport.com.

Q. What happens if my WordPress plugin is no longer supported?

Answer. The plugin is still monitored for issues as before. If no breaking changes or other issues are presented, it remains on the site. We frequently encounters plugins with a variety of issues; in such cases, the customer is notified of better (and up-to-date) alternatives.

Q. What if an update breaks my site? Does it cost extra to fix?

Answer. The site is immediately rolled-back to the backup state taken prior to performing the update. The methods for this vary in some cases (due primarily to e-commerce functionalities, if present). From there, you’ll be notified of the issue.

The majority of issues are addressed free of cost, however, custom plugins, issues introduced by users, or especially time-consuming issues may be billable. We will notify you before charging anything to your account.

Q. Do you provide SEO assistance?

Answer. Yes, We do. Please Contact us for the same.

Q. How can I trust you ?

Answer. Please contact us to know the sites we developed. We have worked upon 500+ website and we can show you the portfolio. This service is new but our background is strong. Please ask for the parent company via email.

Q. Do you provide graphic design and web development service?

Answer. Yes, We do. Please Contact us for the same.

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