We take care of your website so you can focus on what you do best
Frequently Asked Questions
Can I order more than one package
Some clients have multiple websites and have support plans for each of these websites. Each website support & maintenance package should be ordered separately as we request specific site information at checkout when you are creating the package.
Am I locked into a contract
No, there are no contracts. You are free to cancel your WordPress Maintenance & Support package at any time.
What payment methods do you accept?
We accept payment via secure online credit card (VISA, Mastercard, AMEX) and also via payPal. All transactions are encrypted by a GeoTrust SSL certificate. Your card will automatically be billed each month, or year, depending which billing cycle you have selected.
What is your refund policy?
We offer a 100% fully guaranteed refund during the first 30 days of service. Once 30 days have passed, refunds are prorated for the remaining time left in the month.
Do you offer discounted pricing for multiple purchases?
Yes we offer discounted pricing to clients that purchase multiple WordPress Support and Maintenance packages. Contact us via email to request a code to use at checkout.
Can I change my WordPress Support & Maintenance package?
Yes definitely, you can upgrade or downgrade your package at any time from your account area.
What happens if an update breaks my site?
If an update isn’t compatible with other plugins or themes on your site, we can roll back the updates to a safe version or fix the issues.
We go out of our way to ensure compatibility before we update plugins, themes, or WordPress versions, but sometimes the results of an update are unexpected and things break. In those rare scenarios, we quickly repair the issue and contact the plugin or theme author so they can work on patching the issue.
We can repair or replace most basic plugins fairly easily and quickly. Our Complete Package, includes a staging site to test the updates on before making them to the live site.
Can I hire you to do development work on my site?
Yes we are a team of WordPress and WooCommerce developers and can definitely assist you. Drop us an email and we can discuss how we can help.
What is not included?
Updating of premium themes or plugins like shopping carts, membership management and other complex commercial plugins is not included except with our Premium Plan. Design and development of custom themes or custom plugins is not included for discounted add-on hours, nor is repairing complex custom templates for commercial plugins such as WooCommerce. Custom programming (PHP) is available for additional cost. Editing or troubleshooting of custom themes or customized commercial themes is not included as a support feature – for this you will need to contact your theme developer.
How many support requests can I submit each month?
You can ask us as many questions as you’d like, and if your request is covered by your site management plan, then we’ll take care of it right away. There’s no limit to the number of tasks we perform as long as it’s covered by your monthly plan. Sometimes we’ll refer you to an article, or just send you a quick answer of our own for times when you have a question. If your support request isn’t covered by your plan, we’re happy to give you an estimate for completing the work you need done, or can quickly upgrade you to a higher plan. In short, send us a note whenever you think we can make your life easier.
Do you have an affiliate program?
Yes we do, we work with many agencies, graphic designers & marketing companies.
Sign up for an affiliate account here and you will receive 20% commission of each referral that you sign up.
How do I request additional support and/or site customisations?
Simply submit a ticket in our ticketing system and a developer will be assigned as soon as possible to support your needs. We nearly halve our professional development rate for Net Ninja clients, to $99/hour.
A few things our existing clients use their hour for:
- Styling elements with CSS
- Content Population & Image Manipulation
- Creation of basic graphics (e.g. buttons, banners, etc.)
- WordPress Consulting (pick our brains!)
- Theme & Plugin Audits
- Plugin installation and implementation
This discounted developer time is subject to review by Net Ninja management. It cannot be used for full site re-designs, new projects or anything outside of the existing site’s domain/WordPress installation.
If you’re unsure, or want to know before signing up, please contact us.
Get in Touch now
Tell us what you need and we will respond to your query within 24h!