fbpx

FAQ for New Clients

Are you new to RadiateWP Service. Here are the answers to some common questions.

Getting Started

What is the best way to contact you?

How long does it take to migrate my site to the RadiateWP web servers?

How long does it take to be completely set up with RadiateWP services?

How do I access my website on the RadiateWP server?

What do I need to know about the hosting?

Maintenance and Support

What is the difference between Maintenance and Support?

Do I get support for my website?

How do I submit a good support ticket?

What happens if I need more support hours than are included in my plan?

Oh no, I went over hours unexpectedly, what happens when I go over my allotted hours for support?

How do I know what is being done to my site?

What about my premium themes and plugins, are they updated as well?

Site Audit

What is the Site Audit?

How often will I receive a Site Audit?

Do I get recommendations from the site audit, and what happens next?

Ongoing Site Work

I want to play with my site and work on some new designs and content, but I don’t want to make the changes on live until I am sure that I like the changes. What do you suggest?

How do I make sure that we do not overwrite each other’s work? 

Please do not hesitate to contact us with any additional questions.  The best way to reach us is through the support board.

 

Getting Started

What is the best way to contact you?

The first and most important thing for you to know is how to contact us so that we can help you. The best way for you to contact us is through our support email. When you send an email to [email protected], this adds a support ticket that can be viewed and handled by anyone on our team. Sending an email to the person that has been helping you seems like the logical thing to do, however,  we can work together as a team and serve you better if you contact us through the support email.

How long does it take to migrate my site to the RadiateWP web servers?

We migrate your site over to our web servers during the first week of service. Depending on the size and complexity of the site, this migration can take a couple of days to complete. During this migration period, we are simply making an exact copy of your site on the new server. This is all done in the background and does not affect your site’s availability to the public. Once we begin the migration, we recommend that you refrain from any changes to the site during this time. We will be in contact with you when the site has been fully migrated over and it is time to “point” the domain name to the new location. This entire process is done in the background and will not affect your site’s visibility to the public.

How long does it take to be completely set up with RadiateWP services?

Take a look at our graphic below to see the onboarding timeline. Most sites are fully migrated and managed within the first month.

How Radiate WP Managed WordPress Support Works

How do I access my website on the RadiateWP server?

Once your site is fully migrated, you will have the same username and password to access your site as you did prior to the migration. Again, we will let you know when the migration has fully completed and you are free to log into your site on our servers.

What do I need to know about the hosting?

Your site is hosted on a very high-quality premium WordPress specific managed host called WPEngine. WPEngine (we say WPE for short) specializes in hosting only WordPress websites. Their specialization in hosting WordPress allows them to optimize the servers to the specific needs of a WordPress website. They also have a host of tools that help us better manage your website. One of the aspects of your service with RadiateWP and hosting with WPEngine is our nightly off-site backups. These backups are an important part of your website security and peace of mind.

Many other web hosts have what is commonly referred to as a “cpanel” or “control panel”. WPE has a hosting portal and we can give you access to this portal if you would like. Through this portal, you can create additional backups of your site, download backup files, as well as other important functions. It is important to note that access to the hosting portal grants full access to your website and great damage can also be done by someone who may not be familiar with websites. When logging into the hosting portal, please be cautious of taking any action that you are not familiar with.  Should your site be impacted by actions done in the hosting portal, it may take additional support time to fully restore you site to working order.

Maintenance and Support

What is the difference between Maintenance and Support?

It is important to understand the difference between these two concepts. Maintenance includes all of the standard maintenance that happens on your website, like the update of WordPress core software, themes, and plugins. Full maintenance of your site is included in your RadiateWP service. If you think of a car, it must have routine maintenance like the oil changed and tires rotated on a regular basis. This is similar to the maintenance tasks we perform on your site.

Support is an additional action that is required outside of our standard maintenance. Anytime a support ticket is submitted, this is considered support. If you need to add content to a page or change content on a page, this is considered support. If you would like advice and consultation regarding an issue with your site, this would also be considered support. Occasionally, we will have situations in which a standard maintenance task (like updating a plugin) will cause the site to break. This will trigger a support ticket requiring us to go in and provide additional support to correct the issue. The car analogy holds true in this case as well. At times, you may take your car for regular maintenance and discover that the brake pads need changing. This is beyond the standard maintenance on the car requiring additional work. This is similar to a support request for your website.

There are many different levels of support requests that range in time and intensity. Lower level requests such as content changes are generally handled more quickly than complicated requests. Any support request that requires development time requires more advance notice so that the work can be placed into a developer’s schedule.

Do I get support for my website?

RadiateWP offers 3 different monthly plans that range in price and benefits. The “Starter Plan” does not have any support hours included so any amount of support done on the website is considered overage. Both the “Professional” and “Premium” plan include monthly support. You can view the breakdown of the different plans on the Pricing Page.

How do I submit a good support ticket?

By creating a good support ticket, you can help us help you. By giving us as much information in your initial request, your issues will be resolved quickly and will take less support time. We have created a special page with detailed instructions on how to create a good support ticket.

What happens if I need more support hours than are included in my plan?

If you need support over that which is included in your plan, it is not a problem. We will add support time to your account in increments of one hour, as needed to complete the work. The charge will be added to your next monthly bill at our standard rate. The full hour does not need to be used immediately. Any unused time will carry over from month to month and does not expire. You can pre-purchase additional support hours at a discounted rate at any time to save money on future work.

Oh no, I went over hours unexpectedly, what happens if I go over my allotted hours for support?
If you go above your allotted hours for support, you will be billed in increments of 1 hour on your next monthly billed to cover the necessary work and the support time is taken from this additional time. This additional time does not expire and can be used in the future. The hourly rate is $125 per hour. You may also purchase support hour blocks at a lower hourly rate to save money.


How do I know what is being done to my site?

As we get to know your site, we are creating documentation and recording information that will help us create a plan to maintain your site based on the specific needs and functionality of your site. These assessments, plus most of your standard site updates will be conducted in the background throughout the month. You will receive a report shortly after the end of every month that will outline all maintenance updates and support logs detailing the work done on your site.

What about my premium themes and plugins, are they updated as well?

Many sites have premium plugins and/or themes that require an ongoing license in order to receive security updates. It is important that these licenses be renewed and kept valid so that we can continue to keep your site safe and secure. Depending on the plugins used on your site, we may be in contact with you to obtain the necessary license keys to make certain that these subscriptions stay up to date.

Site Audit

What is the Site Audit?

The site audit is conducted during the first month that your site is managed by RadiateWP. The areas where you may want to look through and review is the section called UI/UX and User Review. This area has a lot of notations about the site from a user’s perspective. You will find a lot of notations about pages opening in the same tab. It is generally wise to have .pdf documents and other sites open in a new tab so that the user isn’t taken from you site. All of these items do not necessarily mean the site is broken, but it is more about what a regular user who comes to the site sees and experiences. Sometimes a button will take you to a place that is completely different than what you expected or hoped to find.

I would also like for you to take a look at the portion of the report under Management Implications. These are the implications for us as we manage the site.

Do I get recommendations from the site audit, and what happens next?

The site audit will have a very clear list of recommendations to improve your site. Our team will share these recommendations with you and will help you prioritize the most important recommendations that need to be taken first. Some recommendations may require a developer to handle. For example, any tasks related to improving site speed and performance require the skills of a full-stack website developer. RadiateWP can handle these tasks through support (either monthly support hours, or support blocks). Some recommendations do not require a developer and can be done by people familiar with the WordPress interface. RadiateWP can provide some limited training as a part of our support services to you that will allow you to make the changes internally. If you would like RadiateWP to handle all of the recommended tasks, we can do that as well through our support services.

How often will I receive a Site Audit?

Depending on which management plan you are on, you may have annual site audits to review the site and make sure the site is still functioning properly. View the plans and pricing page here.

Ongoing Site Work

I want to play with my site and work on some new designs and content, but I don’t want to make the changes on live until I am sure that I like the changes. What do you suggest?

One of the “goodies” that we love about our hosting with WPE is called the staging environment. This allows us to make a copy of the website and “play” and experiment to our heart’s content. We also use staging to test out certain plugin updates to make certain that they go smoothly. If you want to use staging for your own purposes, please let us know and we can set up a staging environment for you and provide you with some training materials.  It is important to note that when we have a bunch of people working in staging, it can cause problems with people writing over each other’s work wasting hours of time. If you plan to use staging for a lot of changes and plan to push those changes to the live site, please let us know ([email protected]) so we can coordinate with you and make sure that we do not overwrite each other’s work.