As you long as you have an active Repair plan with us, you can ask us for help to fix general problems with your WordPress website.
What Do We Repair? #
Repairs generally apply when something breaks in WordPress, possibly due to an update that went wrong, a theme or plugin conflict, corrupt data, configuration errors, and so forth.
Repairs do not include performance and SEO optimizations, content editing, or cleanups following some types of security attacks (e.g., malware cleanups, hacks, intrusions, etc.).
The line is sometimes blurred. We reserve the right to make the final call on whether a requested repair is applicable or requires a different solution or service.
Basic Terms #
We offer the repair service in a few different ways:
- If you have a current issue that needs to be fixed, you need our Repair Hour Bank.
- If your website occasionally has issues and you’re looking for a trusty sidekick to take care of them without a hassle, you need our monthly Repair Retainer service.
- And if you’re already subscribed to any of our hosting plans and many of our care plans, they already come with a couple monthly Repair hours. If you need more hours, you’ll get them at a discount.
If you purchase an hour bank, it is subject to the terms of our hour bank services, including advance payment, expiration, refunds, rounding, and so forth.
You can stock up on up to 20 repair hours and claim them when you need them. We limit the number of hours to make sure we can manage our resources and offer the best service we can to all of our customers.
If you have a Repair Retainer plan, it works in much the same way as an hour bank, with the following exceptions:
- Unused hours expire at the end of the month and do not carry over to the next month.
- Unused hours cannot be refunded.
- Retainer plans are priced differently and the hour bank bulk discounts do not apply.
Repair plans that are part of another recurring plan are on the Repair Retainer plan.
For the most part, we take care of issues on a first-come-first-serve basis.
If you have an urgent issue that can’t wait, you can skip to the front of the line but we’ll deduct twice as many hours. So if we would normally deduct 2 hours to fix an issue, we’ll deduct 4 hours instead to fix it urgently.
To clarify, this is how we prioritize issues:
- The urgent queue – urgent issues, based on when they become “urgent” in our system
- The regular queue – customers with any repair plan, on a first-come-first-serve basis
An issue is “urgent” if you explicitly ask us to fix it urgently or if you ask us to fix it in our off hours (e.g., in the evening, on the weekend, or on holiday). We will always clarify the double expenditure and request explicit approval before we promote an issue to the urgent queue and start working on it.
If you have an issue, reach out to support and tell us about it. If it’s urgent, let us know.
We are generally available during office hours. We do not yet offer 24/7 availability but we usually respond pretty quickly.
We’ll make a best-effort attempt to start fixing your issue within one business day of receiving your request for support. We’ll try to make ourselves available for urgent issues during our off hours, but cannot guarantee it.
You can typically reach us by email at firstname.lastname@example.org or on our live chat.
We’ll almost certainly need an admin username and password for the website in question. If we don’t host your website, we’ll probably also need root access to the server. And there’s a good chance we’ll also ask for more info once we get going.
After fixing an issue, we’ll deduct the time it took to fix it. If it was urgent, we’ll deduct twice the time it took.
We’ll also send you a description of the problem and the fix. If you have any additional questions about the task, let us know. And if you think we missed something, let us know that too.
It doesn’t happen often, but it happens. If we are unable to fix an issue, we’ll only deduct one hour (two for urgent issues) regardless of how long it actually took us and regardless of the costs we’ve incurred.
Even when we fail to fix an issue, it’s usually after we’ve done quite a bit of work on it and probably either improved the situation or partially solved it. We value our time and your trust, and we believe this is the best way to balance our costs and your risk.
We’ll share with you everything we’ve done and discovered so that you don’t have to start from scratch if you choose to seek additional help elsewhere.
We reserve the right to refuse service for any reason. It’s rare but necessary.
Besides the refunds that you’re entitled to under the terms of your plan, we might also offer alternatives such as a more suitable solution or a third-party service, or other options if they occur to us.