Below are some questions that we get on a regular basis, so have a look around! If you have a question that has not been addressed here, contact us and we’ll get you an answer quickly.
Do you offer 24/7 technical support?
At this time, we do not. Our support hours are 9 AM – 5 PM Eastern Time, Monday through Friday.
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.
How will future changes in WordPress impact our site?
To assess the specific ways that WordPress updates (and the direction WordPress is moving in), we would need to provide a formal audit of all plugins and the active theme on the site.
Can you restore the site from a backup site/roll a site back to yesterday’s version?
Provided that the backup is available, yes. While we’re happy to restore a site at no charge for any customer, continued usage of this feature may consume monthly development time (if available in your account), and/or incur additional fees. Maintainn will notify you prior to charging anything to your account.
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.
If a site issue is detected, who can report it?
For security reasons, no one other than approved parties may request information or support services for a Maintainn customer. The account holder is the default approved party, but you can also assign authorized users to your account! This can be done simply by emailing us with the name and email address for additional authorized users, as well as specific instructions regarding which sites they are authorized for. From then on, they can both request data and support services with ease.
How does your technical support work?
Typically, we use support tickets in lieu of phone calls. Although we have a small team, we want to make sure that all communication is documented and extremely clear; we’ve found that this makes it easier for our entire team to know what’s going on with your site.
Support tickets can be submitted through your WordPress dashboard; this is the easiest way to authenticate your support ticket. You can also email at any time from the email address associated with your Maintainn.com account.
What happens if my WordPress 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. Maintainn frequently encounters plugins with a variety of issues; in such cases, the customer is notified of better (and up-to-date) alternatives.
What if an update breaks my site? Does it cost extra to fix?
The site is immediately rolled-back to the backup state taken prior to performing the update. The methods for this vary in some cases (due primarily to e-commerce functionalities, if present). From there, you’ll be notified of the issue.
The majority of issues are addressed free of cost, however, custom plugins, issues introduced by users, or especially time-consuming issues may be billable. Maintainn will notify you before charging anything to your account.
Does Maintainn provide SEO assistance?
We do not provide SEO services, but we can make recommendations for excellent SEO tools within WordPress–and help you set them up!