Frequently Asked Questions
Any questions about our service, what we do or how we do it, most questions are answered below.
If you have any other questions, feel free to CONTACT US… we love to help..!
What packages do you offer?
What is the difference between these three packages?
All three packages contain basic technical assistance, such as updating themes, plugins, monitoring issues, basic security. The earth package is meant for small websites, no shop or multilingual features, no custom coding or custom solutions.
The Galaxy and Universe packages are there to support medium to large websites, including shops, and or multilingual websites. These packages contain next to technical support also 30 or 60 minutes functional support per month, which can be used for small design changes, content updates, advice, questions and suggestions. The Universe package adds another security layer, automated uptime monitoring and priority customer support to that.
How often do you run updates?
How often do you run backups?
What if my plugin is no longer supported?
At what interval do I receive my invoices?
We typically charge the maintenance packages quarterly and hosting and URLs yearly.
Do you offer 24/7 support?
No we do not. Our support hours are 10am – 8pm CEST, Monday through Friday.
As most clients have noticed we usually still work and respond outside these hours and there is still email support available, but not always guaranteed.
What happens if my site breaks when you update WordPress or my plugin(s)/theme(s)?
If the site breaks and we can fix it immediately (an obvious or known issue) we will immediately fix the issue and send a notification to your account contact email address. If the fix is unknown or not immediate, we will roll the site back to the most recent backup (created before the update).
We will spend up to one (1) hour of time fixing/troubleshooting the issue – if we cannot fix within that time, we will give you a time/cost estimate and let you decide if you would like us to move forward.
How do I submit a request for basic theme and plugin modifications?
You can submit all requests by mailing to firstname.lastname@example.org
How do I request additional support and/or site customizations?
Simply send us a mail and we will respond as soon as possible to support your needs. We will research the best solutions for your request and give you an attractive offer.
What does develpment time on retainer entail?
Sometimes you need a little work done on your site. Keeping us on retainer provides you with the reassurance that if you need something fixed or you want something changed, you can just ask and our developers will make it so.
A few things our existing clients use their hour for:
- User Interface troubleshooting
- Styling elements with CSS
- Adding Content & Images
- Creation of basic graphics (e.g. buttons, banners)
- WordPress Consulting (pick our brains!)
- Plugin installation and implementation
Your time allotment does not roll-over from month to month. This is a monthly allowance, so you can use this amount of time every month, but may not store it up over time.
Even more questions:
Can you re-design our website? What if we have a specific project/web design/development need?
Do my hours rollover if unused?
Unfortunately not. Your development time must be used every month or you will forfeit your development time for that month.
Do I have to change web-hosting providers?
No, you do not – but we will most likely recommend one of our preferred hosting partners. Your website is an investment and you should pay for quality hosting. There are varieties of low, medium and high cost hosts we recommend. We will help you choose which is right for you.
Are there requirements for my web-hosting environment?
Yes – to get all the benefits of our service, we highly recommend the following environment:
- PHP version 7.4 or greater.
- MySQL version 5.7 or greater OR MariaDB version 10.3 or greater.
- HTTPS support
- SFTP and/or SSH capable and enabled (read and write access)
If your host does not support any of our recommended backup options or does not meet our minimum requirements for hosting, you may not be eligible to receive all benefits of our service.
What do I need to provide in order to use your service?
WordPress Admin, FTP, and SSH access.
If you are unsure of how to provide us with those details go ahead and sign-up, we will be with you shortly to help get the access we need.
Does DP Maintainenance support multi-site WordPress installs?
Due to the variable nature of multisite installations, WordPress Multsite is not included in our package. Do you have a multisite installation? Shoot us an email today to find out more about what we can do for you.
Can I cancel at anytime?
Yes – After the first month, you can cancel within 30-days of your renewal date. You’re never required to stay with us – in fact, we’d prefer you have the option to leave if you’re unhappy with our service and give us feedback on how we can serve you better.
What is Divi?
Divi is a WordPress Theme by Elegant Themes. We use it as a framework which we will build upon. Its many amazing features and great community support give you the best in options for customization and management of your own website after its initial construction.
Do I need a license for Divi?
As a licensed developer I am permitted to install and use Divi on as many projects as we want. If you choose to discontinue our services, I recommend you purchase a license to stay current with security updates and upgrades.
What if I have multiple websites?
The fees mentioned above are per site. At this time we do not offer discounts on multiple websites.
Do you offer a guarantee?
Yes we offer a 30 day money back guarantee. If at any time you feel like you haven’t received the service you signed up for, you will get your money back. This only goes back 30 days. We do not offer refunds for prior month’s services.