Frequently Asked Questions

Our support hours are 9 AM – 8 PM Eastern Time, Monday through Friday. Any support tickets submitted during off-hours are immediately attended to during our regular support hours. However, 24/7 support can be negotiated with an Enterprise Service Level Agreement - contact us for more information.

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.

Yes, weekly updates are performed on the production website under both the Standard Support and Professional Support plans. If you have a separate staging environment that you would like to test updates on, you will need to upgrade to our Enterprise Support plan.

Our Enterprise Support plan includes connecting your site to a repository, and keeping you informed when the updates are ready for your review on staging before pushing them to production.

We support WordPress Multisite and WordPress Multi-network. Due to the different use cases, database structure and plugin/theme variations, we will request information from you about your existing network so our is as informed as possible from day one regarding configurations that may be unique to your network.

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.

We do everything we can to make it as easy as possible for you to get in touch with us for support. All of our support clients have a Maintainn Dashboard Widget installed, if you are an existing client, login to your WordPress site and visit the Maintainn tab in your Dashboard. From there, you can click the support ticket button for assistance. You can also send a direct email to us, anytime, to: [email protected]

Yes, and there are two parts to the process. First, you need to purchase an SSL certificate and have it installed on your website. Once that’s done, your website needs to be configured to use it. We can help you through both parts of the process. Contact Us to get started.

Log in to your account and visit the Purchase & License Information page. Click on View Licenses and then click on View Upgrades to see your upgrade options.

Yes. Once you purchase a support plan, you will already have an account and a support license for the first site. You may purchase another support plan for a separate website using your same account.

website project, finding the right team to join you on your journey isn’t always easy, but certainly necessary. Maintainn takes pride in designing and developing WordPress for businesses and organizations large and small.

We don't just want to be your website vendor. We want to be your partner. We are the team that’s here to take your online vision to market. Read more about our website design services, and check out our most recent work.

We would love to hear about your idea, new project, or existing project. Get in touch with us today to get started!

We use support tickets in lieu of phone calls. We strive to make sure 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 using our Maintainn Dashboard Widget (installed on all existing client sites); 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.

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 particularly time-consuming issues may be billable. Maintainn will notify you before charging anything to your account.

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.

We do make recommendations for excellent WordPress plugins that will greatly improve your SEO - including training you on how to use them, most effectively.  We are not an SEO consultancy shop, however - but can point you in the direction for some fabulous SEO consultants we've worked  closely with, for us and our clients.

All existing Maintainn clients have the Maintainn Tools plugin installed, which can be accessed by logging into your site and clicking the Maintainn link in the Dashboard navigation.  One of the tools provided is called Site Information and gives you a display of your WordPress website information, including themes, plugins and activation status.

You may provide a screenshot to your hosting company, or better yet, use the Email Your Site Info tool in order to email them a copy of your site information.

Here is an example of what Site Info looks like within the Maintainn Tools plugin:

Unfortunately, no. See, each WordPress site requires a separate support plan with a unique support license key.

Each support license key is associated with a single site. If you wish to transfer support from one site to another, our staff will ask you to cancel your current support plan and proceed through the initial signup process once again.

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.

In order to start the support plan downgrade process, please fill out our contact form. Under “Reason For Inquiry,” select “Existing Customer.” Our staff will reach out to you and provide instructions.