Questions we hear a lot

Answers to how The Web Workshop cares for your WordPress website.

What tasks are included in the dedicated support time?

Content update requests and small design improvements are the most common requests, however anything that can fit into your monthly support time is free game – plugin installs, bug fixes, performance improvements etc etc. We just ask you to be aware that requests for new features to your website will likely result in a formal quote as those commonly go over the monthly dedicated time.

Do you offer 24/7 technical support?

At this time, we do not. Our support hours are 9 AM – 5 PM Australian Eastern Standard/Daylight Time, Monday through Friday. In most cases, we attempt to answer your enquiry on the same business day.

Does monthly support time rollover?

The monthly time is there for you every month to reserve your place in our queue and our resources, therefore it does not rollover for Minder ($45) or Maintain ($80) plans. You can take comfort in the fact that what you will request within that 15/45 minutes of time (depending on your plan) will be addressed by our team with prompt attention.

Our Manage ($145) and Master ($240) plans allow for the 90/180 minutes of time (depending on your plan) for that month to rollover up to 3 or 6 months respectively, as long as you are an active monthly client on the Manage or Master plan. View our plans for more info.

What if I need more hours?

If you have a task that requires more than your dedicated monthly time, we will submit a quote for you to approve separately from your plan. However, many times we will evaluate requests that exceed your time on a case by case basis, and with approval, work past the time and bill for time exceeded at our current support rate of $90 per hour.

What happens if my website goes down or is hacked?

The whole purpose of our client plans is preventative care, so we hope to prevent anything from happening. However, in the case your website goes down, we will communicate with the web host on your behalf. We cannot promise your website will not be hacked but can promise we will do everything in our power to prevent it, as well as assist in the restoration and cleanup of the website with one of our backups.

What access information do you need for my site?

We will need a WordPress admin level login and access to your site files via Cloud, cPanel or FTP etc. We can usually access this via your website hosting account if you are unsure of how to provide access. If you have Google Analytics setup already, we will also need you to share your account with us. Once you sign up we will email you a list of the things we need.

Can I still be on a plan if you didn’t build my website?

Although these plans were created for sites we built or re-designed, we welcome clients who are looking for a relationship with a dedicated WordPress webmaster.

We first like to do a Website Evaluation to become familiar with the website, how it was built and any potential issues that can arise. With the evaluation we will perform all the “Website Updates and Monitoring” tasks and make a full backup. Most importantly we will make a list of issues to fix and suggestions for improvement needed in order to proceed with the website on a monthly plan. The Website Evaluation is a maximum 2-hour fee.

Can I switch plans after signing up?

Yes, you can upgrade/downgrade at any time after signing up. Just send us an email to accounts@thewebworkshop.com.au and we’ll adjust your package from the next billing period.

Can I really cancel anytime?

Absolutely. We are all about a relationship with you and your website, so we would hate to see you go but we know financial needs weigh on many decisions and don’t want to lock anyone in. Request a cancellation via email to accounts@thewebworkshop.com.au, and we will immediately stop the next payment.

What are your payment options?

We accept VISA, MasterCard and American Express credit cards. For annual payments we can also invoice you for payment by cheque or bank transfer.

What is your Privacy Policy?

You can review our privacy policy here: http://www.thewebworkshop.com.au/privacy/

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