FAQs
We’re here to help
Frequently Asked Questions
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.
Getting Started
Once you’ve successfully subscribed, you’ll be directed to our onboarding questionnaire which you will need to complete in order for us to complete the onboarding process.
In our onboarding questionnaire, we’ll provide you with a link where you can submit your login credentials for both your web host and your WordPress installation. Please create a unique login for Maintainn. Do not submit your credentials via email.
You will need to purchase Maintainn plans for each site.
We do not support WordPress multisite, but our partner, SiteCare, does.
Yes. We offer a 20% discount to qualifying non-profit organizations.
The documentation required to receive a discount depends on the country you are applying from. Below, we have included the required documentation from countries that frequently apply for the non-profit discount.
United States: 501(c)3 nonprofit organization as designated by the Internal Revenue Service
Canada: Registered Charity or Nonprofit Organization documentation
United Kingdom: Charity Commission for England and Wales documentation or a link to your charity’s current registration status at www.gov.uk/charity-commissions
Australia: Australian Charities and Not-for-profits Commission documentation
Don’t see your country listed here? Contact us to supply your documentation. We’ll review and provide you with a non-profit discount code to register.
Service Questions
Currently, you can submit a support ticket by sending an email to support@maintainn.com.
Our support team is available from 9 a.m. to 5 p.m. Eastern Time.
We will alert you to any issues. Support between hosting and plugin developers must be managed by the site owner.
Maintainn only offers email support.
No, we only offer WordPress website maintenance.
We plan to create a ticket dashboard in the future.
We only offer WordPress website maintenance. For custom web development, please contact our parent company, SiteCare.
Absolutely. Please share with them that you have Maintainn working with you to update WordPress core, themes, and plugins.
Support and Monitoring
Our services monitor your website 24/7, ensuring that threats are held at bay.
We are open Monday through Friday from 9 am to 5 pm ET. We are closed on several U.S. holidays.
We follow all federal US holidays.
White-label Support
Our support is issued to the person or company that has purchased a subscription.
There is no difference in billing for white-label accounts.
WordPress Security
Maintainn includes round-the-clock security coverage for most types of attacks.
At onboarding, we will scan your site for malware. If your site is infected, we will refer you to our parent company, SiteCare, to have the infection removed.
Maintainn takes your security seriously. Not only do have constantly updated security protocols at Maintainn, we require all employees to utilize a VPN and two-factor authentication with all software applications that access our clients’ sites. At no time will Maintainn ask you to submit sensitive information in the body of an email or by SMS message.
WordPress Speed and Performance Optimization
Maintainn only offers WordPress maintenance and updates. For optimization services, please contact SiteCare for advanced services.
WordPress Updates
We update plugins, themes and core files through our management service. Our software alerts us to any significant changes to your WordPress installation following the weekly upgrade process.
We do often release updates to our clients when there is a significant security risk imposed by the theme or plugin. Routine updates are made weekly as some plugins may contain bugs or conflicts with the site.
Your hosting provider can update your PHP software for you. We do not update your web hosting infrastructure. In the event that your site’s programming no longer supports the latest version of PHP, we recommend visiting SiteCare to review your site’s code for the latest updates.
Advanced and Custom Functionality
We do not currently support sites with the following plugins:
- WooCommerce
- WordPress Multisite
- Easy Digital Downloads
- WP Simple Pay
- MemberPress
- Restrict Content Pro
- S2 Member
- LearnDash
- LifterLMS
- Sensei
- WPML
- Polylang
- qTranslate-X
- IDX services
- Third-party APIs
Maintainn will alert users who install these plugins to remove the plugin or cancel the subscription. Maintainn will hold on making any changes to the subscribers site until the plugin is removed.
Not at this time. Our parent company, SiteCare, supports e-commerce sites.
Not at this time. Our parent company, SiteCare, does support multiple sites on one WordPress installation.
Not at this time. Our parent company, SiteCare, does offer staging site services.
Yes. If the e-commerce transaction occurs on PayPal’s servers, we can support your website.
Not at this time. Our parent company, SiteCare, does support membership websites.
Maintainn reserves the right to deny service to any individual or organization.
We do not offer SEO services, but our parent company, SiteCare, does offer SEO services.
We do not include any premium plugins with Maintainn.
The team
Maintainn responds and performs updates on our clients’ websites from 9 a.m. to 5 p.m. Eastern Time Zone Monday through Friday. We are also closed on most U.S. holidays.
No, all work performed by Maintainn is performed by team members trained in WordPress.
WordPress Hosting
We support nearly every web hosting solution. Maintainn does not support Amazon Web Services, but our parent company, SiteCare, can support most WordPress sites on AWS.
Your web host is responsible for managing your hosting environment. We will notify you if you should update or upgrade your hosting plan or provider.
No, we do not currently support AWS. Our parent company, SiteCare, can support most sites that are hosted on AWS.
Account management
Yes, you can cancel your subscription at any time.
Yes, you can. SiteCare will provide a credit for your current month’s Maintainn services, too.
Maintainn makes no representations about being compliant with HIPAA or GDPR.
Maintainn is a monthly service. There are no discounts if paid annually.
Yes, you can cancel in the first month of service for a full refund.
Yes. You should notify anyone involved with the site that Maintainn will be making routine updates to your WordPress site.
