FREQUENTLY ASKED

QUESTIONS

Questions:

What packages do you offer?

Currently, we offer three packages: Earth, Galaxy and Universe.

What is the difference between these three packages?

All three packages contain basic technical assistance, such as updating themes, plugins, monitoring issues, basic security. The earth package is meant for small websites, no shop or multilingual features, no custom coding or custom solutions.

The Galaxy and Universe packages are there to support medium to large websites, including shops, and or multilingual websites. These packages contain next to technical support also 30 or 60 minutes functional support per month, which can be used for small design changes, content updates, advice, questions and suggestions. The Universe package adds another security layer, automated uptime monitoring and priority customer support to that.

How often do you run updates?

We will run standard updates once per week. If there is an important update to prevent security issues, we will address those right away. We often wait a week or two before implementing major WordPress or Divi updates so that all the bugs get ironed out first.

How often do you run backups?

We run daily backups at all packages, we backup at two different locations in the cloud. We can at any given point in time, go back to any given point in time.

What if my plugin is no longer supported?

The plugin is still monitored for issues as before. If no breaking changes or other issues are presented, it remains on the site. We frequently encounter plugins with a variety of issues; in such cases, the customer is notified of better (and up-to-date) alternatives.

What are my payment options?

You can pay per month, three-months, half year or year.

Do you offer 24/7 support?

No we do not. Our support hours are 10am – 8pm CEST, Monday through Friday.

Outside these hours there usually is still email support available, but not always guaranteed.

What happens if my site breaks when you update WordPress or my plugin(s)/theme(s)?

If the site breaks and we can fix it immediately (an obvious or known issue) we will immediately fix the issue and send a notification to your account contact email address. If the fix is unknown or not immediate, we will roll the site back to the most recent backup (created before the update).

We will spend up to one (1) hour of time fixing/troubleshooting the issue – if we cannot fix within that time, we will give you a time/cost estimate and let you decide if you would like us to move forward.

How do I submit a request for basic theme and plugin modifications?

You can submit all requests by mailing to [email protected]

How do I request additional support and/or site customizations?

Simply send us a mail and we will respond as soon as possible to support your needs. We use a special discounted hourly rate for DP clients, of 85,50Eur/hour (instead of 119Eur/hour).

A few things our existing clients use their hour for:

User Interface troubleshooting (HTML, CSS, Javascript)
Styling elements with CSS
Content Population & Image Manipulation
Creation of basic graphics (e.g. buttons, banners, etc.)
WordPress Consulting (pick our brains!)
Optimization of CSS, Javascript and Images
Theme & Plugin Audits
Plugin installation and implementation

This discounted hourly rate is subject to review by DP management. It cannot be used for full site re-designs, new projects or anything outside of the existing site’s domain/WordPress installation.

What does develpment time on retainer entail?

Sometimes you need a little work done on your site. Keeping us on retainer provides you with the reassurance that if you need something fixed or you want something changed, you can just ask and our developers will make it so.

Your time allotment does not roll-over from month to month. This is a monthly allowance, so you can use this amount of time every month, but may not store it up over time.

Questions:

Can you re-design our website? What if we have a specific project/web design/development need?

Yes we can! And we like to help. We are specialized in WordPress, WooCommerce, Divi, Web Design, CSS and Web Marketing. To learn more, just contact us at: [email protected]

Do my hours rollover if unused?

Unfortunately not. Your development time must be used every month or you will forfeit your development time for that month.

Do I have to change web-hosting providers?

No, you do not – but we will most likely recommend one of our preferred hosting partners. Your website is an investment and you should pay for quality hosting. There are varieties of low, medium and high cost hosts we recommend. We will help you choose which is right for you and provide a signup link.

Are there requirements for my web-hosting environment?

Yes – to get all the benefits of our service, we highly recommend the following environment:

PHP version 7.2 or greater.
MySQL version 5.6 or greater OR MariaDB version 10.0 or greater.
HTTPS support
SFTP and/or SSH capable and enabled (read and write access)

If your host does not support any of our recommended backup options or does not meet our minimum requirements for hosting, you may not be eligible to receive all benefits of our service.

What do I need to provide in order to use your service?

WordPress Admin, FTP, and SSH access.

If you are unsure of how to provide us with those details go ahead and sign-up, we will be with you shortly to help get the access we need.

We take great care to ensure security of your personal information, login credentials, and all other information we collect. Further reading can be found at our Terms of Service and Privacy Policy.

Does DP Maintainenance support multi-site WordPress installs?

Due to the variable nature of multisite installations, WordPress Multsite is not included in our package. Do you have a multisite installation? Shoot us an email today to find out more about what we can do for you.

Can I cancel at anytime?

Yes – After the first month, you can cancel within 30-days of your renewal date. You’re never required to stay with us – in fact, we’d prefer you have the option to leave if you’re unhappy with our service and give us feedback on how we can serve you better.

What is Divi?

Divi is a WordPress Theme by Elegant Themes. We use it as a framework which we will build upon. Its many amazing features and great community support give you the best in options for customization and management of your own website after it’s initial construction.

Do I need a license for Divi?

As a licensed developer I am permitted to install and use Divi on as many projects as we want. If you choose to discontinue our services, I recommend you purchase a license to stay current with security updates and upgrades.

What if I have multiple websites?

The fees mentioned above are per site. At this time we do not offer discounts on multiple websites.

Do you offer a guarantee?

Yes we offer a 30 day money back guarantee. If at any time you feel like you haven’t received the service you signed up for, you will get your money back. This only goes back 30 days. We do not offer refunds for prior month’s services.