Frequently Asked Questions
Q. Do you offer 24/7 technical support?
Answer. We Provide Support 24 hours, 7 days a week and 365 days of a Year.
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 Client Area; this is the easiest way to authenticate your support ticket. You can also email at any time from the email address associated with your 24x7wpsupport.com account.
Support Tickets can be raised by your WP Admin Dashboards as well as Client area of 24x7wpsupport.com.
Also, we do provide phone support for our Gold and Higher Plan members.
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 5000+ website and we can show you the portfolio. Please ask for the details using contact us page.
Q. Do you provide graphic design and web development service?
Answer. Yes, We do. Please Contact us for the same.
Q. Why Should I pay to Wordpress, It is free. (3rd Party Hosting)
Answer.WordPress is an open source software. It is free in the sense of freedom not in the sense of free dinner. WordPress is an open source community project where tens of thousands of talented people have made contributions to make it into a great software that it is today.WordPress as a software is free for you to download and use. However, to use WordPress on the web, you will need WordPress Hosting. You already Paid to your hosting company (Name of the Hosting company like godaddy). Your company is hosting 1000s of Softwares like WordPress. They are charging you for Hosting ( to keep your website on Internet), not for wordpress. Ideally, you are ( You & The person who made your site) responsible for all the errors and issues. We can fix your issue but our Wordpress Technician needs to spend some time on your issue and that involves money. That is why you need to pay. If you want this to be fixed for free, use Open Source Communities like Wordpress.org, Quora or better use Google to fix your issue yourself.
Q. Why Should I pay, I am Wordpress.com Customer.
Q. Why Should I pay, I already paid to Godaddy/Bluehost/Any 3rd Party host. If my wordpress is installed on Godaddy, can they fix my issue for free, if I contact them ?
Answer. You already Paid to your hosting company (Name of the Hosting company like godaddy). Your company is hosting 1000s of Softwares like WordPress. They are charging you for Hosting ( to keep your website on Internet), not for wordpress. Ideally, you are ( You & The person who made your site) responsible for all the errors and issues. So, technically your hosting company can fix the issues related to server issues but they do not help the internal wordpress issues because if they hire engineers to Fix one application like wordpress, let's say 20. Now, if they need to support 1000 application like this , they will need 20,000 customer support engineers to fulfil each client needs. Better let them focus on their server issues. In our case, we have our whole team/hosting dedicated to Wordpress. We have 54 people who are wordpress developers and we fix 99.9% issue in Wordpress. It is up to you whether you choose us or not. We can fix your issue but our Wordpress Technician needs to spend some time on your issue and that involves money. That is why you need to pay. If you want this to be fixed for free, use Open Source Communities like Wordpress.org, Quora or better use Google to fix your issue yourself.
Q. I am not going to pay for some issue, I did not make. or Wordpress Updated their version and I am getting this issue.
Answer. WordPress is an open source software. It is free in the sense of freedom not in the sense of free dinner. WordPress is an open source community project where tens of thousands of talented people have made contributions to make it into a great software that it is today.WordPress as a software is free for you to download and use. You are ( You & The person who made your site) responsible for all the errors and issues. So, Wordpress will keep on updating the versions as each version comes up with new things. As a software, wordpress is becoming better with each new release. The issue is you install 3rd party Plugins on your website. While Wordpress is upgrading, ideally Plugins/Themes should also be upgraded. Note that plugins/Themes are not sold by Wordpress, most of them are free to use and some are paid ( the revenue goes to the company who made it and where you buy from). So, if any of the plugins/theme is not compatible with current Wordpress version, you get such issues. Now, you can first think about where you bought theme or any of the plugins then ask them to give you a fix. They may or may not answer you quickly or they may take 30 days to reply you. Here we can fix your issue within 2-3 hrs. We can fix your issue but our Wordpress Technician needs to spend some time on your issue and that involves money. That is why you need to pay.
Q. Are you affiliated to Wordpress.com ? How can I trust you & your company ?
Answer. No we are not affiliated with Wordpress.com or Wordpress.org. This is written in our website Footer. No one is affilaited with them who are providing Support for Wordpress. Even companies like Godaddy, Hostgator, Bluehost etc. They host your software but they do not have Wordpress Technical Expertise like us and they are not available to support you 24/7. We are group of 54 people who are developers. Yes, you can trust our company as we have served more than 17000 clients one or multiple times & you are covered with 30 days money back Gurantee as you can see on our website.
Q. Do you offer support for wordpress.com ?
Answer. No, We do not. Contact them directly - https://en.forums.wordpress.com/
Q. Do you offer support for the wordpress.org websites ( Self-hosted) like hosted on Godaddy,Bluehost, Justhost, Cloud etc ?
Answer. Yes we provide support for wordpress related to Any error, theme issues, plugin issues, migrations, integration & any complex level of designing.
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