Frequently Asked Questions
Registration and Onboarding
How long does the migration and site audit process take?
The migration and post-migration process usually takes a couple of days to a week. Once the site has been migrated, our site audit team conducts a thorough assessment which takes approximately 3 to 4 weeks.
What is the difference between Maintenance and Support?
Maintenance includes all of the standard maintenance that happens on your website, like the update of WordPress core software, themes, and plugins. Support is an additional action that is required outside of our standard maintenance. 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.
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Maintenance and Support
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 “rollback” to the prior version of the plugin so that your live site is not affected.
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 purchased through a support block. Both the “Professional” and “Premium” plans include monthly support. You can view the breakdown of the different plans on the Pricing Page.
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.
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 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.
How often does RadiateWP do WordPress and plugin updates?
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 “rollback” to the prior version of the plugin so that your live site is not affected.
What about my premium themes and plugins, can you update them 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.
Is there a place for frequently asked support questions that may have already been asked??
You can find many support documents in our help center. Feel free to search through these documents, and of course, contact us if you have questions that are not covered.
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