Maintenance

What if a plugin update breaks my site?

Occasionally, a plugin update will have a conflict with some other code or plugin on your site, and something breaks. We test your site after each update, and will immediately troubleshoot any conflicts. If they cannot be resolved in 10 minutes, we will “roll back” to the prior version of the plugin so that your live site is not affected.

How often does RadiateWP do WordPress and plugin updates?

The schedule varies depending on the number of plugins your site utilizes. Plugin updates are performed as needed, and most of our clients have 5-10 plugins updated each month.

Support

What are your hours of operation?

Non-Emergency Support is available during business hours via phone at (480) 389-6817 or email at service@radiatewp.com on non-holiday weekdays from 8am to 5pm MST (Arizona Time). Requests received after 5pm MST (Arizona Time) will be addressed the next business day. Non-emergency support should be requested online, or directly from your RadiateWP Support Specialist via phone at (480) 389-6817 or email at service@radiatewp.com .

How quickly will I hear back on a support request?

For non-emergency requests, you’ll have a personal response via email or phone within 6 business hours, usually same-day. Non-emergency requests that fall within Service Plan coverage will be completed within 5 business days, though oftentimes much faster.

What if i need more support hours than my plan includes?

No problem! When you need more than your allotted monthly support time, we can bill you hourly at the end of the month, or log hour against a pre-purchased Support Block.  Support Blocks hours are discounted — the more you buy, the more you save! Support Blocks can be purchased in the client area, and can be used anytime within 6 months from purchase.

  • Support hourly rate: $125/hour
  • Support is billed by the minute so if you only use 1/2 hour of support over your plan amount, then you are only charged for 1/2 hour.
  • Support costs are added to your next monthly invoice.

What if I have a website emergency?

An emergency is defined as follows: A website hosted and supported by a RadiateWP Service Plan has been unreachable or significantly impaired for more than 10 minutes, and the service interruption is causing hardship to your organization.

Emergency Support is available from 6am-10pm MST (Arizona) on non-holiday weekdays, and 9am-6pm on weekends and holidays, except Thanksgiving, Christmas and New Years Day. Emergency support requests should be sent using the Emergency Request form on our site or if unavailable, email 911@radiatewp.com and include the domain affected, description of the problem, contact name and phone number. Email or callback will be delivered within 1 hour during emergency support hours, oftentimes much sooner.

Registration & On-boarding

How long does the site audit and migration process take?

The site audit and migration process usually takes 1-2 weeks.