FAQ

Do you offer 24/7 technical support?

Yes, we pride ourselves in being ready at all times. If an emergency pops up, simply email us at lauren@rawr.design

Can I cancel at anytime?

Yes – You’re never required to stay with us – in fact, we’d prefer you have the option to leave if you’re unhappy with our service and give us feedback on how we can serve you better.

I have a staging site and a production (live) site. Can you support both?

Your production (live) site is covered under both the Preserve and Proactive support plans. If, however, you have a separate environment (staging or development) to test updates, you will need to upgrade to our Proactive plan.

What if I buy a plugin and find out it doesn't work?

We will ensure that all plugins that we install as part of performing the Maintenance Service, work perfectly.

However, if you purchase or install a third-party plugin, you can request for us to troubleshoot that plugin. The time spent troubleshooting will count against your allotment of free changes (or revisions) for the month. If we need go over the allotment, we will let you know. Any work past the allotment will be charged at our current regular rate. Currently, our regular rate is $80 / hour. We round up to the nearest half hour.

What if I have an emergency and have already used my monthly allotment of free revisions?

After your allotment of free changes (or revisions) is used, we will charge our regular hourly rate for additional changes. Currently, our regular rate is $80 / hour. We round up to the nearest half hour.

I can't access my website login info or account.

This may be a problem. If you have lost your website password to login to WordPress, we may be able to reset it if you have access to your hosting account login. If you do not, this will prevent us from setting things up.

What if I'm not happy with the changes given?

It is understandable that you may not like everything we do. That is why we bundle an allotment of time for changes (or revisions) every month. You may request, that we improve the revisions we have already made. If this extra work uses up your allotment of free changes, you may choose to wait until next month or pay to have us make the changes immediately. Any work past the allotment will be charged at our current regular rate. Currently, our regular rate is $80 / hour. We round up to the nearest half hour.

Can I use my old host or use another hosting service?

Yes. We support whatever hosting you want to use. You can even use our service to move your website from one hosting provider to another. The transfer process usually takes 3-4 hours. We can let you know a time estimate before making the move.

How much faster will my website speed up?

While we cannot guarantee a specific speed, as many factors affect the performance of your website, we will create a report of your website’s speed before and after the boost. You will see an improvement.

What if my website gets a virus or malware?

We install an Antivirus software called Wordfence. One of the first things we do on our Setup Checklist is to scan for viruses. If you have one, we will work to fix the problem.

What happens if my site breaks when you update WordPress or my plugin(s)/theme(s)?

If the site breaks and we can fix it immediately (an obvious or known issue) we will immediately fix the issue and send a notification to your account contact email address. If the fix is unknown or not immediate, we will roll the site back to the most recent backup (created before the update).

We will spend up to one (1) hour of time fixing/troubleshooting the issue – if we cannot fix within that time, we will give you a time/cost estimate and let you decide if you’d like us to move forward.

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FAQ