Get answers to your queries
Find information about our services, from maintenance details to pricing specifics. We’ve compiled answers to common questions to help you understand our service better.
Our services
What does your comprehensive website care include? Are there services you don't offer?
Our website care covers the ongoing work needed to keep your site secure, stable, and working properly. This includes:
- WordPress updates
- Security monitoring
- Fixing website issues and bugs
We focus solely on website support and maintenance. We don’t offer SEO, marketing, content writing, or advertising services.
Anything outside day-to-day maintenance and fixes, such as new pages, integrations, or larger changes, is handled separately using developer hours, available to members when needed.
Domain registration and email hosting are managed separately.
Do your website maintenance packages cover WordPress?
Yes, our web maintenance packages are fully compatible with WordPress sites. All our plans include WordPress-specific services such as:
- Core, plugin and theme updates
- Security monitoring
- Regular backups
For e-commerce WordPress sites, our WooCommerce care plans provide additional support tailored to online stores.
What's included in your WordPress support service?
Our WordPress support service includes everything needed to keep your site running smoothly and securely. This includes:
- Ongoing WordPress maintenance
- Security monitoring
- Website fixes and troubleshooting
These services are included in your plan and don’t require additional purchased developer hours.
Work outside maintenance and fixes, such as new pages, integrations, or content updates, is treated as additional work and completed using developer hours, available to members.
How does your support differ from a typical web developer or freelancer?
Most freelancers or developers focus on one-off tasks or specific projects. We provide ongoing website support and maintenance instead.
That means you don’t need to chase different people when something breaks or needs attention. We look after your website long-term, keeping it updated, secure, and working properly, without pushing unrelated services like marketing or SEO.
Our role is simple: handle the website so you don’t have to.
Do you support non-WordPress platforms?
Our primary expertise lies in WordPress, but we may be able to assist with other platforms on a case-by-case basis. Before committing to a plan, please reach out to discuss your specific platform. We’ll assess whether we can provide effective support for your website’s unique setup.
Can you help update my website's content?
Yes, however content and text updates fall outside ongoing maintenance and website fixes in our plans.
These types of changes are handled using purchased developer hours, which are available to members when needed.
Is website speed optimization part of your service?
While we don’t offer comprehensive speed optimization, we can address basic speed issues and implement certain plugins to enhance your site’s performance. If you’re concerned about your website’s speed, submit a request via your user portal. We’ll evaluate the situation and may suggest appropriate solutions within the scope of our service.
Can you help migrate my site to WordPress or your hosting?
For plans that include hosting, we offer migration assistance to move your existing WordPress site to our managed hosting environment. We’ll manage the technical aspects to ensure a smooth transition. If you ever decide to move away from our service, we recommend coordinating with your new provider for the migration process, as they’ll be best equipped to configure your site correctly in its new home.
Security and technical aspects
How do you ensure my website's security?
Website security is a top priority for us. We employ a multi-layered approach that includes:
- Implementing industry-leading security protocols
- Conducting regular security audits
- Utilizing advanced firewalls
- Ensuring all software is up-to-date with the latest security patches
Our maintenance services include frequent security scans and data backups. In the unlikely event of an issue, we can swiftly restore your site to a secure state.
What specific security measures do you use for WordPress sites?
For WordPress sites, we deploy a comprehensive security strategy that encompasses:
- Scheduled malware scans and removal
- Implementation of robust firewall protection
- Proactive security updates
- Automated, secure backups
Our team continuously monitors for emerging WordPress-specific threats and takes preemptive action to safeguard your site.
How frequently do you perform website backups?
Backups are performed regularly as part of our ongoing maintenance and security process.
The exact frequency depends on your website setup and activity level, but the goal is always the same — to ensure your site can be restored quickly if something goes wrong.
How do you ensure updates don't disrupt my site's design or functionality?
We follow a careful process for all updates:
- Create a backup of your current site
- Apply updates in a staging environment
- Thoroughly test for any issues or conflicts
- If everything checks out, we apply the update to your live site
- Conduct post-update testing to ensure everything is functioning correctly
If we encounter any potential issues, we’ll consult with you before proceeding. Our goal is to enhance your site’s performance and security without disrupting its existing design or functionality.
Can you work with any WordPress theme or plugin?
While we have extensive experience with a wide range of WordPress themes and plugins, it’s impossible to be experts in every single one, especially considering how frequently new ones are released. However, our team is adept at quickly learning and adapting to different WordPress setups.
If we encounter a theme or plugin we’re not familiar with, we’ll research it thoroughly and let you know if we can effectively support it. In most cases, we can find a way to work with or around any theme or plugin to keep your site running smoothly.
How do you manage plugin or theme conflicts?
We have a systematic approach to handling plugin and theme conflicts:
- Identify the conflict through careful testing
- Isolate the conflicting elements
- Research potential solutions or alternatives
- Test solutions in a staging environment
- Apply the fix to your live site
Our goal is always to maintain your site’s functionality while resolving any conflicts.
Can you assist with a hacked or compromised website?
Absolutely. If your site has been compromised, we’ll:
- Isolate the site to prevent further damage
- Perform a thorough malware scan
- Remove any malicious code or files
- Strengthen your site’s defenses
- Restore your clean site from a backup if necessary
- Provide recommendations to prevent future incidents
Our aim is to get your secure site back online as quickly as possible.
How do you protect the privacy of my website data?
We take data privacy extremely seriously. Our measures include:
- Using encrypted connections for all our services
- Limiting data access to only essential team members
- Never sharing your information with third parties without your explicit permission
- Regularly updating our privacy protocols to meet the latest standards
Your data’s confidentiality is paramount in all our operations.
Plans and pricing
How do I select the right plan for my business?
Choose a plan based on whether your site is a standard WordPress site or a WooCommerce website.
If you’re unsure, start with the option that best matches your setup. If your needs change, you can always switch plans later. If you want help deciding, get in touch and we’ll point you in the right direction.
Are there services not covered by the packages that might incur extra costs?
Our plans cover ongoing website maintenance, security, and fixes.
Work outside that scope, such as content updates, new features, integrations, or structural changes, is treated as additional work and completed using purchased developer hours.
We don’t offer SEO, marketing, or content creation services. Domain registration and email hosting are managed also separately.
Do you provide refunds for unused time or services?
We don’t offer refunds for unused services.
However, all plans are month-to-month. If Resolve isn’t the right fit, you can cancel with 30 days’ notice. Any purchased developer hours never expire and can be used whenever you need them.
Do you guarantee website uptime?
While we don’t offer specific uptime guarantees, we’re committed to maintaining high uptime for all websites under our care. Our proactive maintenance and monitoring systems help minimize downtime and allow us to swiftly address any issues that may arise.
What if I'm dissatisfied with your service?
If something isn’t right, we want to know.
We’ll always try to resolve issues quickly and fairly. Plans are month-to-month, so you’re not locked in — if Resolve isn’t meeting your needs, you can cancel with 30 days’ notice.
Support and response times
What options do you offer for occasional support needs?
Resolve is designed for ongoing website care, not one-off fixes.
For work outside website maintenance or fixes, active members can purchase developer hours and use them as needed. This keeps everything handled by one team that already knows your site.
How responsive is your team to critical website issues?
We prioritize rapid response for all clients. Here’s what you can expect:
- For critical issues like site downtime: Priority attention and swift action
- For non-urgent inquiries: Response within a few hours during business hours
- 24/7 access to our user portal for submitting requests
We use advanced monitoring tools to detect many issues before they impact your site, allowing us to start working on solutions proactively. Our goal is to keep your website operational at all times, minimizing any potential downtime.
Can I get support outside of regular business hours?
While we’re not a 24/7 on-call service, we do offer options for after-hours support:
- Our user portal is always accessible for submitting support tickets
- We often detect and address issues automatically, even outside business hours
Non-urgent requests submitted after hours will be handled promptly when we return to the office.
Do I need to be tech-savvy to use your support service?
Not at all. We’ve designed our service to handle all technical aspects of website maintenance, so you don’t have to. Our team communicates in plain English, avoiding complex jargon. We ensure you always understand what’s happening with your site, making the process of managing your online presence as straightforward as possible.
What's the process if I'm not satisfied with the support I'm receiving?
If something isn’t working as expected, let us know and we’ll address it.
Resolve runs on month-to-month plans, so you’re never locked in. If it’s not the right fit, you can cancel with 30 days’ notice.
Can you support my WordPress site regardless of my location?
We currently provide website support for businesses based in the United States, United Kingdom, and Australia.
As long as your WordPress site is a good fit for our service and you’re operating in one of these regions, we can support your website remotely as part of an ongoing Resolve membership.
Let's make your website worries disappear
Find out how we can take the stress out of running your website. We’ll handle the tech stuff, so you don’t have to. Ready to get started? Pick a support package that works for you.