Frequently Asked Questions

You have questions? We’ve got answers.

What are your support hours?

Our support hours are currently 9am to 9pm EST.  If your website goes down for any reason, we are available 24/7 to get it back online.

What's your refund policy?

We offer a full refund within the first 30 days of purchase of one of our yearly plans. If you’re unsatisfied with your service for any reason during your first 30 days with us, we’ll give you back 100% of the money you gave us. We don’t offer pro-rated refunds after the first 30 days of service.

If you are on a monthly plan, you can cancel at any time and will continue to have support until your plan expires.

What's included in your unlimited edits? What's not included?

Yes, we do offer unlimited edits. These are to existing content, changing plugin settings, CSS changes, etc.

Things that are not included are updates to custom code, graphic design, SEO, creation of new content, custom development (PHP, JS, plugin and/or theme modifications, etc.), building a new website or subdomain, and/or major website overhauls.

 

Example 1

  • Included: You want us to change out the logo with one that you provide.
  • Not included: You want us to edit your logo image.

Example 2

  • Included: You want us update your services page with text and image content you provided.
  • Not included: You want us to create redesign your services page and create new content for it.

EXAMPLE 3

  • Included: You want us to add a new product to your WooCommerce store after you gave us all the necessary information and content.
  • Not included: You want us to add custom fields to WooCommerce for extra product information. (This would require custom development which may be available at an hourly development rate.)

EXAMPLE 4

  • Included: You want us to add an image gallery to an existing page on your website. (after giving us the images in the format you them to appear in)
  • Not included: You want us to crop images for an image gallery on your website.

We’d be happy to help you with custom development as well. That kind of project is fully covered by our hourly work or a retainer plan.

Can I change my plan after signup?

You sure can! You can move from a monthly plan to a yearly plan and take advantage of the yearly discount pricing. You can also upgrade plans as needed. Just send an email to info@series5technology.com or visit our contact page and we will make it happen!

What if I have multiple websites that need to be managed?

Our support plans each cover a single site. If you have multiple sites like subdomains of a site (example.series5technology.com), they each count as a separate site. If you have 4 websites  you want us to manage, then you would need 4 plans, one for reach site. You do not have to get the same plan for each site however. 

If you are managing multiple sites as a freelancer or agency, check out our white-label partnership to see how we can help you manage both your sites, and your clients sites.

Do you support WordPress multi-site?

Yes we do offer support for WordPress multi-site. You will need to have a support plan for each site in the network.

Can you do a one time edit on my site if I'm on the Core Plan?

If you need us to provide edits to your website, you’ll need to upgrade to our Standard Plan or Pro Plan. We are not fans of one-time edits since we want to work with people to understand their website is ever evolving and want a technical  partner who can help them both now and in the future.

What happens after I sign up?

Once you sign up for the support plan that makes the most sense for you, you’ll receive a welcome email with information on your plan and details on how to give us access to your website and hosting accounts.

Once you send login information for your WordPress dashboard and hosting provider, we will have your plan fully implemented in 24-48 hours.

The site performance (speed) optimizations can take up to a week since we have to optimize everything for your unique core files, theme and plugins and we want to be careful not to cause any downtime for your website. So we take our time and make sure this is done right.

Does it matter what hosting provider I use?

We will work with anyone regardless of who their hosting provider is. We understand that different websites have different needs and people also have budgets to consider when choosing their web host.

If you’re looking to a great managed hosting provider, we offer that as well. You can learn more about that on our managed hosting page.

Do you provide website hosting?

Yes, we provide WordPress managed hosting. You can learn more about that here.

Do you manage WooCommerce websites?

Absolutely! We provide support plans specifically for the ongoing support of any eCommerce site built on WordPress. Websites with advanced functionality like this require our Pro Plan.

eCommerce websites take more resources for us to manage, so making sure you’re on the right plan means we’ll be able to dedicate what’s needed to keep your website secure, fast and running smoothly.

Are you GDPR compliant?

Yes we are. You can read more about our GDPR compliance, what types of data we collect, how we collect it, and what we do with it here.

What counts as custom code or advanced functionality for your Pro Plan?

  • eCommerce (WooCommerce, Easy Digital Downloads, WP Simple Pay, etc)
  • Membership (MemberPress, Wishlist Member, Restrict Content Pro, Membership Pro 2, etc)
  • Learning Management (LearnDash, LifterLMS, Sensei, etc)
  • Multilingual (WPML, Polylang, etc)
  • Outside API/software integrations
  • Multisite installations (including subsites of a multisite network)

What kind of security do you provide?

We use various tools and plugins to keep your website as secure as possible. We implement various security best practices across your WordPress site and hosting as needed. There are standard practices that should be done on every site, and others that are specific to your unique website makeup.

You can learn more about how we secure websites here.

How often do you update themes and plugins?

We generally update plugins and themes weekly, not when they first show that updates are available. There are a few reasons why we do this:

  • Developer can release updates with bugs or updates can break other plugins. Not every plugin and theme is created equal. There have been many times a plugin update has broken another plugins functionality, or brings an entire site down. We want to do everything we can to ensure nothing bad happens to your site when it’s updated.
  • We do updates during the weekend / nights when most sites don’t have many users. This means if anything does happen, we can correct it before a lot of people start visiting your site and have issues.

We do make exceptions for major plugin updates, such as WooCommerce, MemberPress, LearnDash, etc. For these types of plugins which control a large part of the site functionality, we move slower to make sure these updates happen without any issues.

How do we contact you for support?

We provide several ways for you to contact us. You can always send an email at any time to support@series5technology.com. From within your WordPress website, you will see our Series 5 Technology Dashboard Widget installed on your dashboard. Click on the Submit Ticket button for assistance.

Because most of our staff is remote, so it makes more sense to have our customer support though email / ticketing systems. Even though we don’t have phone support at this time, we make customer service one of our highest priorities, meaning our response times for questions and issues is fast, effective, and friendly!

What is your usual response and resolution times?

This varies on the time of day and day of the week, but most are responded to within a couple hours to let you know that we’ve received it and are getting to work. The majority of single-request tickets are solved within 24 – 48 hours. Occasionally it may take a bit longer for a long list of edits or more complex changes.

For priority support (most single-request tickets are solved within 3-6 hours), feel free to upgrade to our Pro Plan.

Again, these times are for a single task, but several tasks sent at once will be broken up and handled as multiple tickets. This may increase the turnaround time.

What happens if my website is hacked?

We continuously monitors customer sites using ongoing security scans. 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.

Depending on your plan, we can either restore your website to the last backup, or do a full cleanup.

Do you offer SEO or marketing services?

We specialize in providing great WordPress website support and management. While do don’t offer any SEO or marketing services, we partner with a few great companies which offer a variety of those kinds of services. Send us an email or visit our contact page and we can refer you.

Do you offer custom development?

We sure do! We offer custom development as an addition to our support plans. If you have a project that needs custom work and it’s outside the scope of our support plans, we are happy to provide an estimate and take care of that for you.

Custom development is $90/hr. You’ll detail the project to our team and we’ll give you an accurate estimate for how much time it takes. We’ll start working only once you give us the ok to move forward.