Frequently Asked Questions
All your questions answered in one place
WordPress support queries
Using our years of experience listening to and answering clients questions, we’ve put together a list of the most frequently asked concerns.
If you have a question that’s not in this section, don’t hesitate to call us on 01324 466555 and we’ll try our utmost to answer any queries you may have.
Alternatively fill in the contact form here and drop us a line.See Our Plans
As specialists in WordPress websites we’ve put together these packages to ensure your website is kept in tip-top condition.
What hours do you operate?
We normally work Monday to Friday from 9.00am – 5.00pm. You can contact us by raising a support ticket, email or giving us a call on 01324 466555. We’d be delighted to hear from you.
Do you support all WordPress websites?
It depends on a number of factors. If it’s a standard WordPress installation or incorporates a popular or ‘well built’ theme we can usually help. If it’s a custom website with lots of additional functionality, we look at each website on a case-by-case basis. Not every site is the same!Request Audit
Do you look after other websites?
Again, it depends on the website. We can assist with other types of site and have been known to on occasion. Get in touch to find out if we can help.
Do you provide SSL certificates?
If you have a website hosting agreement with us then all websites are provided with a SSL certificate as standard. This provides visitors with peace of mind knowing that they are using a verified and secure website. It’s all part of the service.
The only exception is eCommerce websites where, depending on their individual circumstance, different options need to be explored and implemented.
Is web hosting included?
No, we’re afraid not. But we do offer some fantastic hosting packages that will ensure your website get’s the home & performance it deserves.
In an ideal world, we’d prefer to host your website on one of our servers but we can can work on websites anywhere.
Are website hosting & server issues covered by your support?
Yes, but if we don’t host the website then we might be limited to the amount of work we are able to carry out due to restrictions. This is also relative to DNS & email and any other issues outwith our control.
My site is broken, can you offer support?
In this situation, we would normally fix your website first to ensure everything is in order. Thereafter, we’d look to discuss suitable plans with you and get things started.Fix my site
What happens if I decide to leave?
We don’t believe in holding you ransom to lengthy, complicated contracts. We want you to feel safe & comfortable using our service.
First & foremost we would try and resolve any issue you might have and listen carefully to your feedback to keep improving our service.
If you still want to leave all we ask is you put your request in writing, giving us 30 days notice. We’ll cancel your support thereafter…no quibble. Promise.
How do I pay for the services?
We normally ask clients to set-up a standing order for our monthly support plans, so they are in full control. For our Quick Fix and Karbon Kare services we accept payment by bank transfer only. Sorry.
Where are you based?
Our office operates out of Falkirk in Central Scotland and we work with a wide variety of clients around the UK.
We never outsource any of the work and our small team of professional experts are there to provide you with the best possible service.
Is Search Engine Optimisation included?
SEO can be quite an involved process and we’re more than happy to help but most of our Search Engine Optimisation work is conducted separately.
We don’t mind performing some basic on-page SEO but to get the best results we thoroughly recommend discussing alternative approaches with you, so get in touch so we can put together a bespoke SEO plan.
How do you keep track of support time used?
TIGHTEN – We prefer for support requests to be raised using our online ticketing system. That way we are able to keep track of any work we carry out for you.
TIGHTEN – When you submit a request, we can respond to and update the ticket as we work through anything you’d like us to do on your website.
TIGHTEN – All this information is recorded and if you need a copy of dates, requests and time used we can provide that also. Nice.
What happens if I don’t have any monthly support time left?
No problem. That’s why we set-up Karbon Kare™ so our clients can pre-purchase additional support time when it suits them and ensures they have support available whenever they need it.
I have a lot of work that needs to be carried out – is this covered?
In these siutations it’s probably best you get in touch with us so we can provide you with a competitive, bespoke quote.
What are your Terms & Conditions?
You will find them laid down in more detail here.
What services are covered by your support?
We offer a wide variety of services ranging from WordPress & plugin updates, regular backups and site health checks to content edits, site improvements and speed tune-ups. Just ask us for more deatils.!!!!!!!!!!!!!!!!!!! DO WE MENTION T&CS???
Sometimes if your requirements are a bit more involved or complicated we would look to discuss this in more detail with you and provide a separate quote.
Can I trust your service?
We have been working with the web for over 25 years, so we like to think we know a thing or two about the internet.
You can view some of our Google reviews here and read what some of our great customers have to say about us.
Will I need to give you administration access?
TIGHTEN – We take the privacy of our clients extremely seriously, so before taking on the support & maintenance of a new website, we’ll send you a copy of our non-disclosure agreement.
TIGHTEN – This document outlines what we’ll do on your website and what we wont. You can be sure your privacy will be held in the strictest of confindence.
How do I get started?
Before we begin working with a new client, we always perform a website audit to determine the current condition of your website.
It’s nothing to be alarmed of, we want to make sure we can offer the best professional support possible so we like to run a few tests before getting you on-board.Request Audit
Not found what you’re looking for?
We’re sorry you didn’t find an answer to one of your questions. Please get in touch via email or call us on 01324 466555 and we’ll be glad to help.