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.
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.
Can you help me set up an SSL certificate?
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. Please feel free to Contact Us to get it all started.
Can I upgrade my support plan? How?
Of course, you can.
Let’s say you purchased our Premium plan, and you are currently being billed once a month. If you would like to upgrade to our Annual Premium Support Plan, simply log into your account and visit the Purchase & License Information page. Click on “View Licenses,” and then click on “View Upgrades.”
Here, you will be able to see the available “Support License” upgrades associated with your account. Proceed to the checkout page and click on “Start My Support.” Our staff will be notified and will be in contact with shortly.
Can I purchase multiple support plans?
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.
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 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.
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.
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.
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!
My hosting support is asking for details about my site. Where can I find those?
After your purchase your support plan and provide credentials to enter your website, our staff installs the Maintainn Tools plugin. And one of the great things about this plugin is that includes a Site Information page detailing specific information about your WordPress website, hosting configuration, and browser information.
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:
Can I transfer my support plan to another website?
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.
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.
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.
How do I downgrade my support plan?
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.