FAQ's

You’ll find the most common questions we get asked about our WordPress Maintenance Plans.

Do you offer 24/7 support?

Sorry, we don’t at the moment. Our support hours are 8 AM – 4 PM Eastern Africa Time, Monday through Friday. Although you can log a task anytime!

What do you need to set up support for my site?

After you have selected and purchased your support plan, we’ll send you an email with a unique link to fill in. This gives us the detail we need to connect to your website. This is a secure link, so all our details are safely sent to our servers where they are safe. Our staff take your security seriously and are under strict non-disclosure agreements.

Can I have a staging site and a production(live) site?

Yes, this option is covered by our Platinum maintenance plan. We will use this to test any plugins you want to be installed, and to make development changes. This ensures your live website operates at full-steam all the time.

Do Pronto Websites support WordPress multisite?

Yes, we support WordPress Multisite. Because each Multisite install is different, we will evaluate your set up and come back to you with customised pricing. Please contact one of our WP experts, and we'll be in touch.

Is my Pronto website hacker-proof?

In short, no. But if it does get hacked, we’ll get it sorted. No excuses, no unexpected bills. See our next FAQ for more detail.

What happens if my website is hacked?

If your site is hosted by us (which is included in our price), our Hacker Insurance takes care of it. We know our customers do not want unexpected costs, so we decided to eliminate them! We take care of our customers and our servers that host your websites. If for some reason your website is compromised, we’ll let you know, and restore a backup, resolve the problem before it happens again.

What is the best way to contact you for support?

Our preferred way is for you to fill login to our Service Desk Portal. Here you can pick the type of job you want us to do, and our system asks you the questions we need to ensure we have all the detail. Of course, you can email us as well, but often that leads to several messages back and forward just to get the necessary detail we need to get your job started. Please use whichever method works best for you - we’ll take care of you either way.

Can you help me set up an SSL Certificate?

Provided we’re hosting your website; it’s all taken care of. No SSL certificate renewals ever again!

Can I upgrade or downgrade my support plan?

Of course, you can. Let’s say you purchased our Silver plan; you can upgrade your plan any time. This will take effect on your next billing cycle. If you’d like to change your plan part way through a month, please let us know via https://support.prontowebsites.co.nz/, and we’ll take care of it for you.

Can I purchase multiple support plans?

Yes. Once you purchase a support plan, you will already have an account associated with your first site. You may purchase another support plan for a separate website using your same account.

How does your technical support work?

Typically, we use support tickets rather than phone calls. Although we have a small team, we want to make sure that all the details our team need to complete a job are documented and transparent. This eliminates any confusion or miscommunication. You can also email at any time from the email address associated with your account. Don’t worry; you can add more authorised email addresses!

What if an update breaks my site? Does it cost extra to fix?

Your website is immediately rolled-back to the most recent backup. We will always work with you to achieve a suitable outcome. Recovering your site from a backup isn’t always ideal, so we’ll confirm with you if we need to do this.

If a site issue is detected, who can report it?

For your satisfaction, no one other than approved people may request information or support about your website. You can add extra email addresses for people that you would like to help you with your website.

Can you restore the site from a backup site/roll a site back to yesterday’s version?

Provided that the backup is available, yes. While we’re happy to restore a site at no charge for any customer, remember that recovering a backup is the last resort effort, and usually discouraged as it takes some time.

Do you provide SEO assistance?

Yes, please request this via our support desk and our copywriter will be in touch to confirm your needs and price this for you. SEO is not included as part of your service agreement as it is a special service.

Can I transfer my support plan to another website?

Absolutely! Please do this via the Support Desk, asking to move your support to a different site. One of our team will then work through the process with you to make sure happens smoothly. We’ll run through our onboarding process on the new site to ensure we haven’t missed anything.

How will future changes in WordPress impact our site?

Each site is different. When we run WordPress updates, we check everything over to make sure your site is still working correctly. If you find any issues, however, please do let us know via support and we’ll take a look right away.

What happens if my WordPress plugin is no longer supported?

We will usually keep the plugin in place, and keep an eye out for any issues with it. Often, unsupported plugins have been hacked, or the developer no longer wishes to invest their time maintaining them. If there is an alternative plugin, we’ll ask you before installing and configuring this for you.