Frequently Asked WordPress Support Questions

The simple answer is that we’ll work with you to fix it. We go out of our way to ensure compatibility before we update plugins, themes, or WordPress core software, but sometimes the results of an update are unexpected and things break. If an update we perform causes something to break, we’ll spend up to 1 hour trying to fix the problem. If we are unable to get the latest version of the theme or plugin to work properly on your site, we’ll roll back the update to the most recent stable version, and provide you with a recommendation for a path forward to get the issue resolved.

Our team will assist until your website is clean, safe, and back online. In the event of a site hack that requires professional remediation from our trusted partner, Sucuri, we’re able to offer their services at a discount to our clients.

You can ask us as many questions as you’d like, and if your request is covered by your plan, then we’ll take care of it right away. Our plans include up to fifteen (15) minutes of issue investigation per request at no additional charge. If the issue requires more involved analysis and investigation, we will send a cost estimate to investigate and resolve the issue.

The CloudSine Pro plan includes a two (2) hour support retainer every month.

If there are any unused retainer hours at the end of a month, they may be rolled over into the following month’s hours. Any rollover time from a previous month expires at the end of the following month. For example, all of January’s retainer hours must be used by the end of February or they will expire.

Another benefit of the retainer is fractional-hour billing. Non-retainer clients pay a one-hour minimum on all requests.

Yes, we offer improved pricing for clients with 5 or more sites.

We offer a full refund within the first 30 days of purchasing one of our plans. If you’re unsatisfied with our service for any reason during your trial period with us, we’ll give you back 100% of the money you gave us.

If following the trial period you wish to cancel, you can do so at any time. We don’t offer pro-rated refunds for monthly subscriptions. However, if you’ve paid for an annual subscription and wish to cancel, we’ll issue a refund for the remaining months of your subscription.

Yes. We partner with many agencies to make sure their clients are well supported once their site has launched.

By offering one of CloudSine’s WordPress maintenance plans, agencies can deliver greater value to their clients, improve their bottom line, and add a new profit center for future growth.

We include access to our enterprise-level licenses for helpful software, like Akismet, Video User Manuals, and WP Migrate Pro. Our clients are responsible for paying to renew all other plugin and theme licenses for their site.

To learn about our WordPress maintenance services, please fill out this form.

Yes, we offer a managed cloud hosting plan that perfectly complements our WordPress maintenance services.

If you choose to host elsewhere, you can still use CloudSine ’s WordPress maintenance services. We work closely with most hosting providers and have direct access to top-tier support with them as well.

You bet! Learn more about our SEO services.

We accept payments by ACH, MasterCard, Visa, Discover, and American Express. After signing up, we charge your bank account or card each month on a recurring basis until you decide to make changes to your plan.

We are a distributed team located throughout the U.S. and South Africa.

Our support hours are 9am-5pm Eastern Time Zone in the United States.