Some of our frequently asked questions.
Contact us if your question isn’t answered here so we can answer it.
Why is it important to keep your WordPress website up to date?
Security, Security, Security.
If for no other reason, security should be enough. Hackers are pesky, they are continually looking for ways to break your site. As vulnerabilities are identified, they are fixed in WordPress core (and hopefully in the plugins). But there's more... With each release of WordPress new features are added. While there are more reasons, the big rocks are to update for security and features.
If for no other reason, security should be enough. Hackers are pesky, they are continually looking for ways to break your site. As vulnerabilities are identified, they are fixed in WordPress core (and hopefully in the plugins). But there's more... With each release of WordPress new features are added. While there are more reasons, the big rocks are to update for security and features.
Doesn’t WordPress automatically update?
Yes, as of release 3.7.1 WordPress automatically updates minor security releases. You can even set a parameter to have it update all releases of WordPress if you want.
Updating WordPress doesn't update your framework(if you have one), theme or plugins.
The problem is that sometimes updates cause compatibility issues with WordPress, frameworks, themes and plugins. Sometimes that incompatibility takes your site down.
Updating WordPress doesn't take care of the other maintenance issues performed as part of our site maintenance including database maintenance.
Updating WordPress doesn't update your framework(if you have one), theme or plugins.
The problem is that sometimes updates cause compatibility issues with WordPress, frameworks, themes and plugins. Sometimes that incompatibility takes your site down.
Updating WordPress doesn't take care of the other maintenance issues performed as part of our site maintenance including database maintenance.
If WordPress updates automatically, why do I need WP-Maintain?
Great Question. WordPress now automatically updates minor security releases but not major releases. But, that doesn't guarantee compatibility with your Framework, Theme or Plugins and it doesn't update your Framework, Theme or Plugins. While most Framework, Theme and Plugin authors do their best to test prior to releasing an update, they can't anticipate all configurations.
WordPress updates don't manage backups, security or optimization of your website.
WordPress updates don't manage backups, security or optimization of your website.
What does updating actually update?
Your WordPress website is usually made up of WordPress, possibly a framework, your theme and any plugins.
We update WordPress and framework, theme and plugins you have licenses to update.
Today many paid frameworks, themes and plugins require annual licenses to obtain updates.
We also perform backups, malware checks & cleanup and site optimization.
We update WordPress and framework, theme and plugins you have licenses to update.
Today many paid frameworks, themes and plugins require annual licenses to obtain updates.
We also perform backups, malware checks & cleanup and site optimization.
Do you work with every site?
We work with all clients whom we have developed their websites. For all others, our initial process is an assessment of the website to be sure we are able to support it. Sometimes due to the choice of theme/framework/plugins we are not able to provide support. Contact WP-Maintain if your website was not developed by Maroon Technology Ltd prior to purchase.
Do you work with WordPress MultiSite?
We currently do not support Multisite.
How do you handle sites that have not updated WordPress recently?
Usually there is a one-time additional charge for sites with a significant lapse in updates because the first update will take a little longer. It depends on the version of WordPress, the theme and plugins.
For the "Tool Box" or "Tool Shed" plans, can I accumulate hours?
Yes, website update service hours can be accumulated for up to four months. After four months the hours are sacrificed.
Can website update service hours be used to develop a new website?
No, unfortunately those hours are for website update service and cannot be used for new website redesign, plugin design or development, or theme development.
Do you update WordPress, Frameworks, Themes or Plugins as soon as an update becomes available?
Usually, NO. There are two reasons for this.
First, we have found that sometimes there are "update pains." We don't want to have to beta test a plugin release. Not at the fault of the plugin author, but as WordPress usage grows it's impossible to anticipate how a plugin is used. Sometimes that means that there are some hiccups on an update release. We like to wait a bit to let that settle out.
Second, typically site maintenance is performed on your site once a month. The exception to that is for updates that resolve a newly found security breach. In that case we will do our best to apply the update within 48 hours.
First, we have found that sometimes there are "update pains." We don't want to have to beta test a plugin release. Not at the fault of the plugin author, but as WordPress usage grows it's impossible to anticipate how a plugin is used. Sometimes that means that there are some hiccups on an update release. We like to wait a bit to let that settle out.
Second, typically site maintenance is performed on your site once a month. The exception to that is for updates that resolve a newly found security breach. In that case we will do our best to apply the update within 48 hours.
Are there some plugins that you can't update?
Sometimes plugins aren't maintained or clients have licenses that have lapsed. In those cases, we can't update the plugins/frameworks/themes.
We can work with you to replace plugins or to relicense.
We can work with you to replace plugins or to relicense.
Do you have specific hosts that you recommend?
We work on your host. However, there are hosts that we have worked with and recommend. If we run into problems on your host, we may recommend that you switch hosts.
Do you work on non-WordPress websites?
We can work on non-WordPress websites but we choose to only work on WordPress.
What happens if my website breaks when you update WordPress, Framework, Theme or Plugins?
If the update breaks the website and we can fix it immediately we will and then notify you by email to the account 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 half (1/2) hour of time fixing/troubleshooting the issue. If we cannot fix within that time, you will be provided with an estimate the time/cost to resolve so you can decide how to move forward.
We will spend up to one half (1/2) hour of time fixing/troubleshooting the issue. If we cannot fix within that time, you will be provided with an estimate the time/cost to resolve so you can decide how to move forward.
Do you offer less frequent maintenance plans (quarterly/biannual/annual)?
We can customize any plan for your needs.
The rates for our three monthly maintenance plans are specifically for clients who participate monthly.
Let us know if you have custom needs and we can provide you with a custom quote for maintenance services.
We reserve the right to refuse clients who churn start/stop of our monthly maintenance plans.
The rates for our three monthly maintenance plans are specifically for clients who participate monthly.
Let us know if you have custom needs and we can provide you with a custom quote for maintenance services.
We reserve the right to refuse clients who churn start/stop of our monthly maintenance plans.
What can I use the Web Update Service Hours for?
Web Update Service time is for activities related to updating your website or blog. Some example activities include:
updating your calendar,
blog posts,
making your images "blog-friendly",
creating basic graphics for your site,
changing page text,
uploading and adding links to newsletters,
uploading & creating image galleries.
If your activity exceeds the plan time, we will let you know and provide a quote. Once payment is received, the work will begin.
updating your calendar,
blog posts,
making your images "blog-friendly",
creating basic graphics for your site,
changing page text,
uploading and adding links to newsletters,
uploading & creating image galleries.
If your activity exceeds the plan time, we will let you know and provide a quote. Once payment is received, the work will begin.
Is there anything that I CAN'T use the Web Update Service Hours for?
Yes, web update service time can not be used for the following:
Plugin Design & Development
Theme Design & Development
Website Redesign
Landing Page Design & Development
SEO Setup/Update
Plugin Design & Development
Theme Design & Development
Website Redesign
Landing Page Design & Development
SEO Setup/Update
How do I pay for it?
We process payments through PayPal. You need to have a PayPal account or major credit card. If paying by major credit card, you will be asked to create a PayPal account during checkout.
We are finishing up our Stripe interface, and will let you know when it's in place.
Please contact us if your organization is not set up for PayPal or credit card payment.
The method you specify will be charged automatically each month.
We are finishing up our Stripe interface, and will let you know when it's in place.
Please contact us if your organization is not set up for PayPal or credit card payment.
The method you specify will be charged automatically each month.
How can I cancel?
Simply contact us and we'll cancel your account.
Will I receive a partial month refund?
If we discover that we can't perform maintenance on your site, you'll receive a complete refund.
When canceling an account, it is effective the next billing cycle. There is no partial refund.
When canceling an account, it is effective the next billing cycle. There is no partial refund.
What if I have a problem with my website?
Each problem is different, please contact us and we can provide an estimate to repair your problem.
What if I have a problem with my email?
Please contact your email host for email problems.
I love my website but need to make some changes, do you do that?
Yes we can do that. Contact us and we can talk about what you need and get you a quote to get it done.
What if my question hasn't been answered here?
Contact us via our contact page and we'll answer your question as soon as possible. We're located on the east coast of the US so it will be on East Coast time.
