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    We don’t offer 24/7 support, but we DO have extended working hours with multiple teams in different time zones.

    Our support is available:
    * Mon – Fri 12 AM – 8 PM EST
    * Sat 12 AM – 11:30 AM EST

    We do our best to respond to support requests within 24 Hours.

    Don’t worry! After you have selected and purchased your support plan, you’ll be given a “white glove” onboarding experience from your personal onboarding concierge. But if you are really an overachiever, then go ahead and make sure you have these bits of info ready.

    1. Your hosting administrator credentials.
    2. WordPress admin credentials.
    3. Any credentials to accounts you have purchased premium plugins for that you would like to keep.

    Don’t worry, our team keeps these credentials private and will never share these details.

    Your production (live) site is covered under both the Premium and Premium + Support plans. If 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 Strategic, and informing you of the updating procedures.

    All of our existing Website Care clients get their websites backed up on a regular basis. So if your site gets hacked we can quickly reinstate site to a working version. Additionally, for a hacked website…

    #1 We replace WordPress and plugin core files with the latest available.
    #2 Custom theme/plugin code is manually checked for infection.
    #3 Infected code is deleted and the vulnerable code is replaced with enhanced code.
    #4 To track live web traffic and suspicious activity we install Wordfence Security – Firewall & Malware Scan plugin we also blacklist IPs based on suspicious traffic activity. We use tools that scan your site remotely to find malicious payloads and malware locations. If the remote scanner isn’t able to find a payload, we continue with other tests in this section.
    #5 We also manually review the iFrames / Links / Scripts tab of the Malware Scan to look for unfamiliar or suspicious elements.

    If you’re not currently a client and you’ve been hacked, and you want our help to fix it, then please reach out to us at support@strategicwebsites.com and we will follow up within 24 hours.

    You can reach us at any time by emailing support@strategicwebsites.com. You can also submit a contact form from our website https://www.strategicwebsites.com/submit-a-request/.

    All websites hosted with us are SSL enabled. If you are under a maintenance plan but not hosted with us, then you will have to purchase Support Hours to get this help.

    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 you shortly.

    Yes! If you have multiple websites you will need a Care Plan for each site. You’ll be able to manage all sites through the same dashboard.

    Our team uses the Teamwork Desk ticketing system for most general support requests. To create a ticket, simply email us at support@strategicwebsites.com or submit a form on our website https://www.strategicwebsites.com/submit-a-request/. We will respond within 24 hours (but usually sooner) and will give you an update once your request is completed or if we have any questions. Our Premium + Support plan. For additional requests, you can purchase Support Hours with a 10% discount for Care Plan clients!

    If the site “breaks”, we will use the backup to return it to a working version, assess the issue and then let you know what happened. The methods for this vary in some cases, especially if you have an e-commerce site.

    The majority of issues are fixed free of cost, however, custom plugins, issues introduced by users, or especially time-consuming issues may be billable. We will notify you before charging anything to your account.

    Yes, we keep 3 months of rolling back ups!

    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.

    We can change the plugin with an alternate plugin or update the code to make it compatible. Please keep in mind, extensive customization of code may result in the use of support hours.

    In order to start the support plan downgrade process, please fill out our contact form https://www.strategicwebsites.com/submit-a-request/ or send us a request at support@strategicwebsites.com.

    As the foundation of your business, you want your website to give your users a positive first impression. Website maintenance ensures that your website continues to stay up to date and functions optimally. Regular routine checks are performed by our team to keep your website secure, up to date, and performing properly. Learn more here.

    We are partners of ManageWP, which will monitor your website 24X7.
    – Scans the pages on your website and compares the code against the known malware knowledge base.
    – Performs a blacklist check with a number of services, like Google Safe Browsing, Norton Safe Web, ESET, etc.
    – Flags site errors and outdated software
    – Each scan is stored in an archive. It allows you to look back into the past, investigate each security threat and discern a pattern if needed.

    Our support team will receive emails or slack notifications when a website becomes infected. Thereafter, our team takes the necessary actions to reinstate your website.

    Each website needs its own Care Plan, so please purchase a plan for each site.

    Our team is distributed, meaning we work from around the globe! Our core team is local to the US while some of our employees are international and work remotely. This gives us the ability to provide the best possible service.

    Our entire team works remotely. All our managerial staff is US-based and located across 3 different time zones. Additionally, we’re able to offer maximum support by recruiting the very best developers from around the world. We don’t try to hide this from anybody; in fact, we’re extremely proud of the diverse and talented team we’ve put together!

    This varies on the time of day and day of the week, but most are responded to within a couple hours to let you know that we’ve received it and are getting to work. The majority of single-request tickets are solved within 24 hours. Occasionally it may take a bit longer for a long list of edits or more complex changes but we keep you informed on delays involved due to complexity. For priority support (most single-request tickets are solved within 12 hours), feel free to upgrade to our Premium + Support plan.

    Again, these times are for a single task, but several tasks sent at once will be broken up and handled as multiple tickets. This may increase the turnaround time.