- WordPress Core, Plugin, and Theme Monthly Updates
- 24/7 Sucuri Security Monitoring, Malware Scans, and Blacklist Checks
- Automated, Off-Site Monthly Backups
- Broken Link & Error 404 Monitoring
- One Hour of Development Time
- Monthly Update Report
- Professional, Friendly Support
Frequently Asked Questions
How does your technical support work?
We use support tickets in lieu of phone calls. We strive to make sure 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 using our WP Maintenance Dashboard Widget (installed on all existing client sites); this is the easiest way to authenticate your support ticket. You can also email at any time from the email address associated with your maintenance account.
How do I contact you for support?
We do everything we can to make it as easy as possible for you to get in touch with us for support. All of our support clients have our WP Maintenance dashboard widget installed. If you are an existing client, login to your WordPress site and visit the Contact Support form in your Dashboard. From there, you can submit a ticket for assistance. We receive your request via e-mail, and will communicate with you ASAP. You can also send us a direct email at anytime to: [email protected]
What do you need in order to set up support on my site?
After you have selected and purchased your support plan, you will fill out a Customer Intake Form so we can collect some details about your site. This helps us connect to your site in order to provide our services. We keep these credentials private and will never share these details with anyone not associated with High Note Designs, LLC.
Do you offer 24/7 technical support?
Our support hours are 9 AM – 5 PM Eastern Standard Time, Monday through Friday. Any support tickets submitted during off-hours are immediately attended to during our regular support hours.
What happens if a plugin I am using is no longer supported?
The plugin is still monitored, by us, for issues as before. If no breaking changes or other issues are presented, it remains on the site. We frequently encounter plugins with a variety of issues; in such cases, the customer is notified of better (and up-to-date) alternatives.
An update broke my site. Will it cost extra to fix?
The site is immediately rolled-back to the most recent backup taken prior to performing the update.
The majority of issues are addressed free of cost, however, custom plugins, issues introduced by users, or particularly time-consuming issues may be billable. We will notify you before charging anything to your account.
Pro Site Maintenance plans feature Safe Updates, where automatic restore points are created before any updates performed by High Note Designs, LLC. If an update breaks your site, we will compare the website before and after the update, and roll back the update if something goes wrong. From there, you’ll be notified of the issue.
What kinds of services fall under development?
One of the best features of our maintenance plans, development hours cover most reasonable requests. Your included development hour(s) may be used for things such as: updating menu items, font and color changes, changes to widget contents, publishing/editing pages (client provides content), and newsletter subscription widget setup, to name a few.
Some development requests may take longer than the hour(s) included in your maintenance package, such as the addition of new widget areas, shop setup, and new page templates. We will notify you if this is the case and advise appropriately.
Can you restore my site from an earlier backup?
Provided that a recent backup is available, yes. While we’re happy to restore a site at no charge for any customer, frequent usage of this feature may consume your monthly development time and/or incur additional fees. We will notify you prior to charging anything to your account.
What do you do if my site has been hacked?
We continuously monitor 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.
What is Uptime Monitoring?
When your WordPress website is down, you’re losing visitors and with that revenue. Uptime Monitoring makes sure that this doesn’t happen to you. We keep an eye on your site and send you an instant notification if/when your website goes down. This allows you to get it back online quickly. Your site's status is checked every 60 seconds, and the full details will always be in our Monthly Report. Available only for our Pro Site Maintenance plan clients.
Why do I need Site Backups?
Site Backups are important for WordPress website management and maintenance. If an update fails, or your website crashes, we need to have an up-to-date backup of your website. Regularly scheduled monthly backups ensure that the up-to-date backup is always ready. Your backups are stored safely off-site for 90 days. Pro Site Maintenance package clients have the option of daily, weekly, or monthly backups.
What's included in the SEO Keyword Ranking report?
If you have keywords you want to monitor (i.e. how well your site ranks on Google search results, how your article compares to competitors, etc.) you may want this feature. The SEO Ranking report gives you a timeline of how you rank, better or worse, and tracks your ranking position for you.
We can track up to 100 keywords for you. SEO Rankings are updated every Sunday, and are included in your Monthly Report unless other arrangements are made. Available only to Pro Site Maintenance clients.