Frequently Asked Questions
Answers to some of the questions we most often asked by customers.
What makes you different from other WordPress Hosting providers?
The key tasks we’ll carry out that you won’t get with other providers are:
- Updating of WordPress plugins and themes.
- Website security (not just server security)
- Off site backups
- 247 monitoring of your site (not just the server)
You’re getting a lot more than that though. You’re getting a company that will become part of your business, we’ll understand your website, your business and your priorities.
You’ll often see hosting providers selling “Managed WordPress Hosting”. You would assume that means your WordPress site is being managed. Generally it only means they are managing the Hosting environment.
At the most, in terms of management of your site, those companies will automatically upgrade the WordPress Core and that’s about where it ends.
You can read more here about how we compare to other providers
My site has never been managed. Is that a problem?
If your site has not been maintained we may suggest a review first.
This is to make sure we support your site and it’s in a fit state to migrate or maintain.
There are occasions where sites have not been updated for years and updating plugins, themes or moving them can cause problems.
We charge for a review and usually this is between 1 and 2 hours work.
We’ll aim to bring your site upto date but if we can’t we’ll recommend a course of action and our findings
Can you manage my domain name?
How often do you carry out maintenance
We carry out maintenance daily. Every day we have systems in place to check and update the most important or critical updates. For certain plugins or themes that require semi-automatic updates these are carried out once a month.
Does my site include an SSL certificate
Standard hosting packages
Yes, all sites include an SSL certificate, the only requirements is that your name servers point to us.
Optimised hosting packages
All sites include an SSL certificate, there is no requirement to point your name servers to us.
What are your support response times
We respond within 8 hours of tickets being submitted during business hours.
Typically we respond within minutes and we strive to resolve all support requests within 8 hours.
If 247 support is required we can provide out of hours service level agreements.
Can you provide out of hours support
We provide support during business hours. See our contact page for our hours.
If you require out of ours support we can provide this at £65 per month.
Each client account can benefit from this support for up to 3 sites per client account.
Do the hosting plans come with a CDN
We supply a free built in CDN to our standard hosting packages.
For our optimised hosting packages CDNs start from £20 per month for upto 500GB of bandwith.
Where are your servers based?
All servers are based in the UK.
For international clients we can setup servers in or near to your desired territory.
Do you support multisite installations?
We do not support multisite installations for WordPress.
Can you migrate my emails?
In most cases, yes we’ll be happy to migrate your emails from an existing IMAP mailbox to a new IMAP mailbox on our hosting.
Can you setup my email on my computer, phone, tablet?
We will provide a generic set of instructions that all devices required in order to send and receive emails.
If you require IT support for your own devices we can put you in touch with an IT support company who we recommend.
Can I leave my email with my existing provider?
If you are using a provider like Microsoft Office or Google Workplace (Gmail), then yes you can leave that with them, in fact we recommend this.
For all other standard email accounts we can migrate them across for you.
Will you support my email services?
All support requests must be managed and requested by you directly to your hosting or email supplier.
We’ll always help to advise you what to say to them.
We would be happy to assist you and communicate directly with your hosting supplier if you subscribe to our premium support plan.
Can you manage my hosting companies control panel?
Can you manage a PHP version upgrade?
PHP versions are handled by your web host. If they can’t assist, we’re happy to test your site on a higher level of PHP for you — normal hourly rates apply.
Will you manage all support with my hosting supplier?
All support requests must be managed and requested by you directly to your hosting supplier.
We’ll always help to advise you what to say to them.
We would be happy to assist you and communicate directly with your hosting supplier if you subscribe to our premium support plan.