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Frequently Asked Questions
Explore common questions about how Maintainn works for small and large brands.
Do you offer 24/7 technical support?
At this time, we do not. Our support hours are 9 AM – 8 PM Eastern Time, Monday through Friday.
What do you need in order to set up support on my site?
After you have selected and purchased your support plan, you can fill out a Customer Intake Form so we can collect some details about your site. This helps us connect to your site in order to install our services offered (i.e., security monitoring, backups, and plugins). Our staff keeps these credentials private and will never share these details with anyone not associated with Maintainn.
I have a staging site and a production (live) site. Can you support both?
Your production (live) site is covered under both the Premium and Premium+ support plans. If, however, you have a separate environment (staging or development) to test updates, you will need to upgrade to our Enterprise Support plan.
Our Enterprise Support plan includes connecting your site to a repository, controlled by Maintainn, and informing you of the updating procedures.
Does Maintainn support WordPress Multisite?
We support WordPress Multisite and WordPress Multi-network. Because of the highly differing uses and structures in use by both, we do ask for more information, as our team is informed from the start of any particular configurations that may be unique to your network.
What does Maintainn do if my website is hacked?
Maintainn continuously monitors customer sites using ongoing security scans by our partner, Sucuri Security. Common issues are also manually checked whenever relevant. Unfortunately, even with proactive monitoring, no one can catch every security issue. In the event a security issue does occur, our goal is to respond immediately within business hours. Valid security concerns are of the highest priority over any and all development work, company-wide.
In the event your site is hacked, we have a One-Time Hacked Site Cleanup & Repair service available for $99.
What are the best ways to contact you for support?
We provide several ways for you to contact us. You can always send an email at any time to email@example.com. From within your WordPress website, you will see our Maintainn DashBoard Widget installed on your dashboard. Click on the Submit Ticket button for assistance.