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Frequently Asked QuestionsFAQ
There are plenty of WordPress maintenance companies out there. Why should I work with Premium Theme?
We offer 24×7 support. Because PremiumTheme was built around a 100% remote work environment, we have staff working from here in the US,UK and across the globe.
We give our customers access to premium plugins. Every website on our Protect Plan or Perform Plan care plans gets access to iThemes Security Pro (a $297 value), WP Smush Pro (a $600 value) and WP Rocket (a $199 value).
We let our customers speak for themselves. Our team’s highest priority has always been to make customers happy.
We have a white-label partnership program. Premium Theme partners with design agencies, marketing firms and freelancers by offering a simple and effective white-label solution. If you have clients or customers who need ongoing website edits, performance enhancements, additional security or any kind of regular maintenance, we’ll step in as your background technical partner.
What are your usual response time and resolution time?
We get a lot of questions about response and resolution times here at Premium Theme! Here’s the most honest answer we can give you - it depends on the ticket. Here’s how it works:
1) When you email a support ticket in you will receive an automated response right away, if it is submitted correctly into our system.
2) Within 1-4 hours you will receive a response email from us that we have opened the ticket, we are looking at the complexity of it and will let you know when it has been resolved.
3) Within 24-48 hours you will receive a resolution email with the changes made on that ticket.
If the ticket is complex and we need more time, we will let you know if it is outside of that 48 hour window. Communication is key here with response and resolution times, we’ve got your back!
How does the maintenance starts?
Once you sign up for the maintenance plan that makes the most sense for you, you’ll receive a welcome email with information on your plan and details about how to securely send us your login credentials. Once you send login information for your WordPress dashboard and hosting provider, we’ll have your plan fully implemented in 24-48 hours.
The speed enhancements 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 instead of risking potentially compromising your website.
What kind of security coverage do you provide?
We partner with iThemes to bring premium WordPress security to your website! Get started with our Protect Plan or Perform Plan and we’ll implement the plugin and optimize it for your unique site to give you the best possible coverage.
We’ll also implement additional security across your WordPress dashboard and server as needed. These security measures are unique for every website we work with, which means a customized solution for everybody.
Do you manage WooCommerce websites?
Of course! We provide maintenance plans specifically for the ongoing support of any eCommerce site built on WordPress.
My website has been hacked. Can you make it like earlier?
Yes! Just get started with our Plan and we’ll have your site cleaned up within 24 hours.
What hours do you keep?
Our team is distributed, meaning we work from around the globe! Our core team is local to the US while some of our employees are international and work remotely. This gives us the ability to provide 24×7 service. If your website crashes at 3am on a Sunday morning, someone on our team will be notified within 1 minute, the issue will be addressed and your site will be back up immediately.
What if I have more than one sites that need to be managed?
Our care plans each cover one single site. If you have multiple sites as subdomains of a site (e.g. premiutmetheme.org and othersite.premiutmetheme.org) they still count as separate sites. If you have 3 websites that you’d like us to manage, you’ll need 3 plans, one for each site. You are more than welcome to choose different plans for each website.
Does it matter what hosting provider I’m using?
We’ll work with anybody regardless of their hosting provider. We understand that different websites have different needs and that people have realistic budgets that they have to meet.
Do you offer custom development?
Yes, we do. Custom development is $35/hr. You’ll detail the project to our technical 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 green light to move forward.
How can I pay?
We accept PayPal, Visa, MasterCard, American Express, and Discover cards. We do not store payment/card information in our server. After your payment has been completed, you can enjoy all the facilities.