WordPress support

Something on your site has stopped working, or needs a change you would rather not make yourself. WordPress support is how you hand that to us. You describe the problem, and we find the cause and fix it.

There are two ways to buy it. A care plan includes a set amount of time each month for fixes and small edits, on top of the upkeep the plan already does. If you do not want a plan, a Quick Fix covers a single issue. The prices for both are on this page.

This page is mostly about the first: the time inside a plan, what it is for, and what it is not for. The single fix has a page of its own, the one-time fix.

Who it is for, and who it is not

Support time on a plan fits a site where something comes up most months, and an owner who wants someone to send it to. Usually one of these is true:

• Things stop working now and then, such as a form or a page after an update, and you do not want to find a new person each time.
• You have small changes to make most months and would rather not make them yourself.
• The person who built the site has stopped replying. If you no longer hold the logins, start with how to take over a WordPress site.

A different page fits better in these cases.

• One thing is broken, and you do not want a plan. That is a one-time fix.
• The site is down, or the checkout is not taking orders. An Emergency Fix goes to the front of the queue. See emergency support.
• The site has been hacked. Malware cleanup is included in Care, Business and Store. Without one of those plans, it is malware removal.
• Nothing is broken, and you know exactly what should change. Website edits describes the same plan time from the side of edits.
• You want something new built. New features, custom code and redesigns are quoted. See custom development and design and development.
• You are an agency with three or more client sites. White label has a block of agency hours that can be used across all of your sites.

You may not need to buy anything. The section "Before you buy" below lists the guides and free tools to try first.

What you get

• A known amount of help each month, for fixes and small edits. The table below gives each plan's time.
• The upkeep, done as well. Care, Business and Store each carry everything in the Essential plan: weekly updates with a visual check and rollback, daily offsite backups, uptime monitoring, security scanning and a monthly report.
• Malware cleanup, included in Care, Business and Store.
• More on Business. Updates are tested on a staging copy first, and the plan includes a quarterly speed tune-up.
• A single fix, with no plan. A Quick Fix is one issue on one site, up to about an hour of work. If we cannot fix it, you pay nothing. The fix has a 30-day warranty. If you join a care plan within 14 days, the fee comes off your first payment.
• Plan terms you can leave. Month to month, with no minimum term. Cancel any time. Your first payment for a care plan is refunded if you ask within 30 days.

The time each plan includes for fixes and small edits:

The Essential plan suits a site that only needs upkeep, and WordPress maintenance describes it. The Store plan is for WooCommerce, and its price is on the WooCommerce maintenance page and the pricing page.

How it works

What we need from you to start

Only what the free diagnosis form asks for: your name, an email address for the reply, your site's address if you can share it, and what is happening. Say what you see, the exact words of any error, when it started, and what changed last if you know. We reply in writing to the address you give. We use these details to reply to you about this request, and for nothing else. The diagnosis is free, and you owe nothing after it.

What it does not cover

• Open-ended time. An allowance is a number of minutes or hours. Unused time does not roll over to the next month. Work beyond the allowance is charged at the hourly rate, and we quote it first.
• Building new things. New features, custom code and redesigns are larger jobs and get a written quote. See custom development.
• A change of platform. Moving a site or a store from one platform to another is a platform migration, quoted in writing after a free assessment.
• Anything that is not WordPress. Your email, your domain registration and your hosting account stay with the companies that provide them.
• Writing your content. We place the words and images you send. We do not write them.

Before you buy: try it yourself, or check first

Each of these is free. If one of them settles the problem, there is nothing to buy.

• Error guides. What each WordPress error message means, what causes it, and a fix for each cause.
• Error and debug.log decoder. Paste an error message or lines from your log. It says what each one means and which plugin or theme it points at. It reads them in your browser, and nothing is sent.
• Locked out of WordPress admin. What the login screen shows tells you which lockout you have, and each has its own way back in.
• A WordPress update went wrong. What to do, in order, when an update leaves the site broken or stuck.
• Is it the host or the site? How to tell where a fault sits before you ask anyone to fix it.
• What WordPress maintenance costs. The three ways to pay for looking after a site: your own hours, by the hour when something breaks, or a fixed monthly fee.

Everything on faults is listed under WordPress errors and troubleshooting, and everything on plans under WordPress maintenance and care plans.