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Support Coverage

See what our Premium Support covers.

Skip the frustration

Nothing can be more frustrating than when something goes unexpected or when making the smallest change seems to be virtually impossible. With our premium support, getting stuck doesn’t have to be a hassle. Just give our support experts a call. They’re great at getting you back on track.

Notice: Each service in our support catalog only costs one credit from your premium support subscription. However, the nature of a request or issue may possibly require combining multiple services, and therefore might require multiple credits.

Theme Maintenance

Install, Change or Update a Theme

Theme updates are covered in all Plans (Website or Online Store Plans) and therefore will be handled for you on a regular basis without the need to add Premium Support to your account. However, installing a new theme or changing an existing theme is only included in our Premium Support subscriptions.

Troubleshoot & Fix Theme Errors

All of the themes that we use for client sites are stable and thoroughly tested, however we cannot garauntee 100% compatability with other WordPress plugins and themes you may choose to add to your website since updates are constantly being rolled out for all software that runs your website. That being said – this service includes:

  • Enable logs and/or WordPress debug mode to diagnose the issue
  • Attempt to resolve the issue if the website or logs reveal a theme related error
Create & Activate a Child Theme

Creating a child theme is truly best practice and is something that we do for all of our clients. This is included in all of our Plans (Website and Online Store Plans)

Customize a Theme

This service includes:

Each modification along with 1 revision will consume 1 credit.

  • Fix text formatting/alignment
  • Update text (phone number, address, company name, etc)
  • Swap images
  • Add plugin shortcode or google analytics tracking ID to a page
  • Modify 1 of the following for a theme:
    • Header
    • Sidebar
    • CSS
    • Background
    • Menu

WordPress Development

Install a Comment System

This services includes:

  • Install the Disqus comment system plugin, or your preferred plugin
  • Instructions provided to import comments from a standard WordPress system
Install, Activate or Update a Plugin

Plugin updates are covered in all Plans (Website or Online Store Plans) and therefore will be handled for you on a regular basis without the need to add Premium Support to your account. However, installing a new plugin or changing an existing one is only included in our Premium Support subscriptions.

Troubleshoot & Fix WordPress Errors

This service includes:

  • Enable logs and/or WordPress debug mode to diagnose the issue.
  • Attempt to resolve the issue if the website or logs reveal a plugin or widget related error.
Config File Changes

Choose 1 of the following tasks:

  • Enable a specified PHP module installed on the Hosting (up to 5)
  • Modify the value of a PHP setting (up to 5)
    • Change upload limit for a WordPress site (PHP setting)
    • Change memory limits to reduce timeouts (PHP setting)
  • Enable or disable debug mode
  • Disable wp_cache
  • Generate WordPress configuration file Authentication Keys
  • Remove the FTP prompt when installing or updating a plugin

A php.ini, web.config, or .htaccess file will be edited or created based on the request.

Troubleshoot & Fix Contact Form Errors

This service includes:

  • Troubleshoot and fix issues for 1 contact form
  • Configure the proper mail settings in a contact form
  • Ensure the proper short code has been placed on your contact page

Database Management

Database Find & Replace

This service includes:

  • Update up to 5 of the following for a WordPress site:
    • Domain
    • Database table prefixes
    • Replace other information
      • “Information” Example: Update the company name, phone number, etc, across all pages and posts
Fix WordPress Database Connection Strings

This service includes:

  • Update database connection information in WordPress configuration
    • Reconnect a WordPress database and files
Update, Activate, or Reset WordPress Permalinks

Choose 1 of the following:

  • Update WordPress permalinks to any of the predefined styles or a custom style
  • Diagnose and attempt to fix any permalinks related errors, such as a 404 ‘Page not found’ error.

A web.config or .htaccess file will be edited or created based on the request.

Import or Export WordPress Database

Choose 1 of the following:

  • Import 1 WordPress database from a backup (.sql file) to the specified database
  • Export 1 WordPress database, and place the file into the hosting account

Website Evaluation

Check Google Indexing

This service includes:

  • Check for and report on the following for 1 site:
    • Confirm WordPress is not blocking search engines from crawling the site
    • URL Canonicalization
    • Appropriate title pixel length
    • Appropriate description length test
    • Sitemap
    • Robots.txt file
    • Home page image descriptions
Performance Report (Renamed from Evaluate Site Performance)

This service includes:

  • Check for and report on the following:
    • Website load time
    • Number of active and inactive plugins, and details about any problematic/conflicting plugins
    • Site size
    • Number of external scripts
    • PHP 7 Compatibility of plugins and themes

Whenever possible, we will recommend follow-up services to help improve performance

Administrative Updates

Optimize Images

This service includes:

  • Reduce the load time of a site by reducing the size of images without affecting their quality
Add a Favicon

This service includes:

  • Add a Favicon using the provided image
  • Convert image to proper format
Setup WordPress Redirects

Choose 1 of the following tasks:

  • Redirect from HTTP to HTTPS
  • Custom Redirect(s)
    • You must specify which redirect(s) are needed (up to 5)
Preventing WordPress Comment Spam

Choose 1 of the following tasks:

  • Install comment spam prevention plugin.
    • Add a CAPTCHA
    • If you do not have one in mind we will install Akismet
  • Modify discussion settings
    • Examples:
      • Add requested items to comment blacklist
      • Disable comments for the entire site
      • Disable trackbacks for the entire site
      • Disable comments on old posts
      • Limit number of links in comments
  • Remove all comments, either active or pending upon request
  • Disable comments or trackback on individual pages (up to 5)
  • Disable external comment requests
Unzipping a Zip File

This service includes:

  • Unzip a .zip file to a specified folder on the hosting account
Troubleshoot and Fix Login Issues

This service includes:

  • Troubleshoot issues preventing a login to the WP Admin dashboard
  • Fix login issues. Examples:
    • Update a user’s email address, so a password reset is possible
    • Correct an admin user’s privileges
    • Create a new Admin user
    • Reset failed login attempts
    • Disable plugins preventing login
    • Remove unwanted users
    • Replace missing wp_users database table
Troubleshoot and Fix WordPress Image Issues

This service includes:

  • Troubleshoot and fix issues preventing images and thumbnails from properly displaying
  • The missing images must be provided, or already be uploaded on the hosting account
Troubleshoot and Fix Media Upload Error

This service includes:

  • Diagnose and fix errors when uploading media within WordPress Dashboard
  • Diagnose and fix issues preventing media from properly displaying in the WordPress library

WordPress Platform Core

Troubleshoot and Fix WordPress Core File Errors

This service includes:

  • Troubleshoot issues related to the WordPress Core files
  • Fix Core file issues. Examples:
    • Correct failed WordPress version updates
    • Replace WordPress core files
Update WordPress to a New Version

This service is included in all of our Plans (Website & Online Store Plans). No need to worry about this one.

Troubleshoot and Fix the White Screen of Death

This service includes:

  • Troubleshoot and fix a WordPress site that resolves to a blank white page
Troubleshoot and Fix a 500 Internal Server Error

This service includes:

  • Troubleshoot and fix a WordPress site that resolves to a 500 Internal Server Error

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