Frequently Asked Questions
Here are the answers to the questions we are asked most frequently by our clients. Don’t see your question? Fill out the form in the toggle box below and we will send you our answer. Ready to sign up? Visit our Contact page to find out how.
I have a question.
How do I sign up?
It’s easy! If you are a new client, we review the process with you when you receive the proposal and contract for your new website build.
You didn’t build my WordPress site or my site is very out of date. Can I sign up for your ongoing maintenance plan?
The sign-up process starts with a thorough diagnosis of your website, billed at our hourly rate. We then issue you a diagnostic report and let you know what work is required to secure and bring your site up-to-date. Work through the diagnostic with your webmaster and resubmit your website to initiate the WP Scrub service.
What does it mean to "update" my site and how often do you do it?
When we update your website, we are updating the WordPress software itself (analogous to updating your Windows or Mac operating system); the additional installed plugins; and/or your website theme.
The most important reason to update is security: to prevent hackers from breaking into your site through vulnerabilities exploited in “older” versions of the software.
The other reasons to update your website are: to add new features introduced by new plugin, theme or software versions; and to fix any other “bugs or issues” that the older versions may have.
How often do you back up my site?
There are two areas to backup in your WordPress website: the database and the files. We backup your website’s database daily, and weekly we backup all your website’s files.
The database stores information such as your pages, blog posts and comments, tags and categories. Your website files include the installation files, plugins, theme, images and code.
It is vitally important to keep up-to-date back-ups of these files. Backups are like insurance. You never know when you will need it, but you are glad you have it when you do.
How often do you update my site?
We update plugins and themes weekly following the weekly full backup. We update WordPress as soon as new releases are published.
We monitor plugin security constantly and if a plugin is discovered to have a security vulnerability, we update the plugin to the secure version immediately.
On the rare occasion, a plugin update will be released that does not function correctly or breaks sites. In this case we will wait until a stable version is released to update.
I have several premium plugins and a custom theme. Will you update them too?
If we built the site, we will update the premium plugins and the custom theme.
If we didn’t build the site we will let you know if it is possible to update the plugins and/or custom theme and what we will need to do so.
What happens if you diagnose a problem with my site during regular maintenance?
Many problems can be resolved quickly, and we’ll typically do that at no extra charge. If we find that the problem is complex, our approach is to identify the conflict, restore your site back to the most current time it was working correctly, and provide you with a diagnosis of the problem. Bring the diagnosis to your webmaster to fix.
It’s analogous to you going to your doctor for a check up. Your doctor may want additional tests taken if, for example, your blood pressure is too high. S/he will have the tests done and give you a diagnosis and prescription. Then you go to the pharmacy to purchase the prescription.
If something is not working correctly and we contact you, when would it be fixed?
We will always confirm a site is stable after updating. However, sometimes things surface after the update that can only be found with use. In that case, we follow the procedure outlined above and work to solve your problem as quickly as possible.
What happens if my site is compromised with malware?
This rarely happens to sites we maintain and we will quickly help you resolve these issues.
If we have an outage or another hosting problem can we call on you to talk to hosting company?
Trouble shooting hosting problems is outside of the scope of monthly maintenance. We will; however, notify you immediately if we see any problems with your hosting.
If we need an addition, such as a new page, how much time do you need?
Adding a page or new items is not part of our maintenance package. We would be happy to do that by the hour or consider extending your Scrub package to include extras.
Why should I pay extra to for you to fix problems with the website you built?
As of the date your website went live your site performed correctly on all major browsers, and all of the plugins and WordPress were in sync.
However, fast forward 2 months, five months, one year browsers change, WordPress adds new security features and updates features, plugins move forward. We can not control these changes.
Many times we find everyone is having difficulty with a plugin or a plugin is no longer supported. Just like a car recall by the manufacturer, we will find a replacement.