Frequently Asked Questions

We’d really rather you didn’t. Our care plans include monthly plugin and theme updates, but it’s not just a click-and-hope situation. We back your site up, test updates, check everything’s working, and keep records so we can roll things back if needed.
If you update things yourself, we lose that version history, which means we can’t fix things as easily if something breaks. Big updates like WooCommerce get extra TLC from us as a separate task. Trust the process. It’s what you pay us for.

First: breathe. Then check DownForEveryoneOrJustMe. to see if it’s just you. If your internet’s fine and the site is still down, shoot us a support ticket.

If it’s outside business hours, call your web host to check for outages or expired domains/SSLs. We’re often already on it thanks to our uptime monitor, but let us know anyway.

Yikes. First, make sure it’s not a phishing scam—forward it to us and check with your hosting provider.

If it’s legit, we’ll restore a clean backup (we keep daily backups for this reason) and work with your host to ID the breach. If it’s deeper than WordPress, we may bring in a trusted third party to do a full clean.

Prevention is better than cure, which is why your care plan includes security scans and updates—but even Fort Knox gets tested now and then.

Usually it’s one (or more) of these culprits:

• • Huge images that haven’t been optimised
  • Too many external embeds (like YouTube or Instagram feeds, external forms or chat like Dubsado)
  • Slow plugins or too many plugins
  • Hosting that’s more tortoise than hare

We optimise a little as part of your monthly care, but if something’s still sluggish, we’ll investigate and can quote for extra cleanup if needed.

Yes! You can purchase additional support at our hourly rate or grab a maintenance package that includes monthly work time. Whether it’s content updates, plugin troubleshooting, or “please just fix this,” we’ve got your back.

We usually update client sites on the last Monday of the month, run security and performance scans, and apply fixes as needed. If anything looks off, we jump on it before it becomes a problem. Peace of mind? Delivered.

Our standard care plan includes:

• Monthly plugin + theme updates
• Daily backups
• Uptime monitoring
• Security + performance scans
• 30 minutes of support time per month
• Priority troubleshooting

Want more? We’ve got add-ons and larger plans available if your site needs a little extra TLC.

Good question! Plug + Play doesn’t include ongoing support unless you purchase a care plan. You’ll get detailed setup documentation and video tutorials, but if you want us on hand to help, you can:

Add a care plan for $99/month+GST (includes 30 mins of support), or Purchase one-off support starting at $100.

We’ll never say “we told you so.” Just let us know what happened and we’ll take a look. If you’re on a care plan, minor fixes might be covered. If it’s bigger, we’ll quote it before diving in.

Think of it like a regular service for your car—you could skip it, but when something goes wrong, it’ll cost more and cause chaos. A care plan keeps your website healthy, secure, and running like it should, so you can focus on running your business (not fixing broken plugins at 11pm).

Totally fine! You own your site outright, and you’re free to manage it however you like. Just keep in mind:

You’ll need to handle updates, security, backups, and maintenance.
This includes running plugin, theme, and WordPress core updates, monitoring performance, and restoring backups if something breaks.

You’ll need your own plugin licenses.
We provide plugin licenses (like ACF Pro, Gravity Forms, etc.) under our developer accounts only while you’re on a care plan. Once that plan ends, you’ll need to purchase and manage those licenses yourself to keep everything running smoothly and legally.

We don’t resell plugin licenses.
Plugin developers own their software and license terms. We respect that. Sharing or selling licenses is risky for both of us, and could put your site’s stability or future compatibility in jeopardy.

You’ll also need hosting and security sorted.
We can recommend hosts or help you migrate, but hosting is your responsibility if you’re not on one of our plans.

TL;DR: We’ll never trap you into ongoing support, but websites do require care. If you want to DIY it—go you! Just know there’s a bit of responsibility involved. And if you change your mind? Our doors are always open.

Form submissions and system emails (like order confirmations or password resets) rely on multiple tools playing nicely together: your website, your server, and your inbox provider. When one of those isn’t cooperating, things can go missing.

Here’s what we do:

• Set up your site to send emails using best-practice methods (like SMTP).
• Run daily interaction tests to make sure forms are working.
• Check email deliverability each month as part of your care plan report.
• Let you know if something looks off, especially if delivery fails, slows, or bounces.

Here’s what we don’t do:

• Manage your email inbox or DNS settings.
• Guarantee that your inbox provider (like Gmail or Outlook) will always accept or route messages correctly.
• Troubleshoot your server or third-party email setup.

If something breaks outside our zone, we’ll tell you. Clearly, in writing. It’s then your responsibility to follow up with your email host, DNS provider, or IT specialist. We’ll keep an eye on it and flag it again in future reports until it’s resolved.

You’ll never be left in the dark. But we won’t hold the flashlight and fix the power grid.