Frequently Asked Questions
Below are the most common questions we receive, click on the question and it will reveal the answer:
OK, Do You REALLY Offer Unlimited Site Edits?
We get a lot of questions about our unlimited edits and which plans they are offered on. For us, unlimited means unlimited when it comes to edits we do for you. No worrying about how much work time you've used that month, or figuring out if you need to buy more time or additional credits. We ask you to pay your monthly plan fee and then we'll do the edits. Simple!
What Do You Include In Your Unlimited Edits and What's Not Included?
Unlimited Edits do INCLUDE:
What isn't included?
Here Are Some Examples:
Included: You want us to add content to your site that you provide (with your formatting in place) or edit content that's already on your site.
Not Included: Writing brand new content from scratch or designing a page from scratch.
Included: You want us to upload a new header graphic or logo you provide.
Not Included: Design of a new logo or header graphic (or edits to an existing one).
Included: Add a new product to your eCommerce store using the image and information you provide us.
Not included: Custom work on your eCommerce store such as checkout process, funnel design, etc.
I've Researched A LOT About WordPress Maintenance Firms, Why Should I Work With You?
You can read about how and why Tech My Stress Away was started here. However here's why we are very different from many firms who offer technical support.
A big positive for our customers is that we provide 24/7 support. We have staff working here in the UK and around the world fully utilising the remote working environment we created. This means if you need our help for anything we're available for you.
We are a customer focused business; and having run our own web businesses since 1998 (in various markets) we understand how important your website is to you. You want to be confident that it's safe, secure, running smoothly and that your requests are carried out as you want them to be; and completed when we say they will be.
The people we help and work with are more than just customers. We treat you as though we were an investor in your business and our success depends on your success. We'll communicate the work we do for you to you on a regular basis with our weekly reports and encourage feedback and suggestions from you.
You have a dedicated point of contact who is responsible for you and your website. We hate it when we're passed around 'departments' when looking for help from other companies and with one point of contact this won't happen to you.
Still unsure if we're right for you? Then we'll happily speak to you! There are too many faceless agencies and freelancers who hide behind email. You can book your call with us here. We use Zoom so you can actually see us if you wish when we chat!
What Type of Security Do You Provide For My Site?
The security measures and monitoring we do for our customers is implemented across your site and server as needed. No two sites are the same and security measures are unique for every site we work with. From monitoring results of activity on your site we will discuss and recommend additional security features if we think your site will benefit.
My Website Has Been Hacked, Can You Fix It?
Yes we can. Every new site gets a full Website Health Check and Audit. For sites on our Gold and Platinum Plans we fix any errors this audit finds. For a hacked site simply sign up for our Platinum Plan and we'll have your site cleaned up in no time.
What Happens If I have 2 or More Sites That I Want You To Look After?
Each site has it's own care plan. If you have three sites then you'll need three care plans. You can choose different levels of plan for each of your sites. If you have 20 or more sites then CONTACT US for a chat to see which is the best way forward to care for your sites.
Do You Host My Site/Do I have To Move My Hosting?
We don't host your site nor force you to move your current hosting if you are happy where you are.
Hosting is a very specialised business that we leave to hosting experts and we focus on our core skill of looking after your site. When optimising your site if we find that your current hosting is affecting your site speed (such as you being on a shared server) we may recommend an alternative.
If you are looking for a hosting recommendation then we can give you our highest recommendation for hosting companies we use, are very happy with and people we consider our hosting partners. If you do wish to move to one of our recommended Hosting Companies, we will move your site free of charge for you (When signing up for a Gold or Platinum Plan)
What Are Your Working Hours?
We have a global team working from different countries. The main office is in the UK however we are available for tech support 24 hours a day 7 days a week. If your site goes down at 4am in the morning we are notified within 60 seconds and a team member will be working on your site to have it back online immediately.
Tech Support – Available 24 hours a day 7 days a week
For general enquiries we are open:
6am to 11pm UK
1am to 6pm USA, EST
10pm to 3pm USA, PST
5pm to 10am AUS, Sydney
What Are Your Usual Response Times?
This does vary depending on the day, time of day and complexity of the tasks requested. Most tickets are completed within a few hours and single request tickets are resolved within 24 hours. For priority support single request tickets these are completed within 3 to 6 hours. (Priority support is included in our Platinum Plan.)
Emergency support work such as a hack, site down or virus/malware infection is an immediate response task (Gold & Platinum Plans). Our Technical Team will work to fix this issue as a priority and have your site back online FAST.
Why Are Plugin and Theme Updates Run Weekly And Not On A Daily Basis?
Over the last 12+ years using WordPress on our own sites, and those of our clients, we know that when an update is released it can contain some initial bugs or errors. Weekly back ups allow fixes to be implemented therefore reducing potential errors on your site.
Because we update Plugins manually it means it's easier to spot any potential issues with the Plugin or conflicts with the update immediately. There is the ability to use automatic updates for certain Plugins however, again down to our years of experience (and frustrations!), automatic updating causes more headaches than the time it may save!
This means you can be confident your website will continue to run as it should, being the workhorse of your online business attracting new leads and converting those leads to sales and/or hot prospects.
How Do I Get Started So You Can 'Tech My Stress Away'!?
A) Choose the Care Plan that suits you and your business the best.
B) We'll send you an immediate email confirming the Plan you have chosen, your one point of contact and a link to our secure form for your site information. This is used to access your site for us to get to work and all information is fully encrypted.
C) We'll have your plan fully implemented for you within 48 to 72 hours. You can then relax knowing your site is being cared for and has better security than Fort Knox!
We then get to work on the speed optimization of your site. This can initially take 5 to 7 days as we work on your core files, images, Theme and Plugins. Everything is undertaken in a step by step process and time is taken to ensure there is no affect on your live site.
Speed Optimization is then a continuous ongoing process which we undertake and monitor for you each week.
How Do I Submit The Site Edits I Want You To Do
We believe in keeping this simple and 'stress free for you and it's as easy as 1,2,3.
1) Submit a request via email.
2) We get to work. One of our Technical Team will start work on your task.
3) You relax and focus on what you do best in your business or take the time off!
Do You Offer Phone Support?
Because we have a Global team it is more efficient to use email which creates a ticket in our internal system that is then assigned to the relevant team member. Plus to offer phone support would mean additional costs for our clients.
Every member of the 'Tech My Stress Away' family knows that Customer Support is our number one focus and using email means support is not only quicker, it is very effective for our customers.
What Counts As Advanced Functionality That Requires The Platinum Plan?
Sites that have eCommerce functionality and Membership sites are best suited for the Platinum Plan.
MemberPress, Wishlist Member, Paid Memberships Pro, MemberMouse, WooCommerce Memberships, etc
WooCommerce, Easy Digital Downloads (EDD), BigCommerce, WP eStore, etc
Learn Management Systems (LMS) Plugins
LearnDash, LearnPress, Sensei, WP Courseware, Lifter LMS, etc
External API and/or Software Installations
Do You Support WordPress Multisite?
Yes we do. Each site within the network will need it's own care plan and each site can have a different type of plan depending on the needs and functionality of the site.
Do You Support eCommerce Sites?
Yes we do! We have care plans specifically for eCommerce sites. Because these type of sites have more advanced functionality the plan to use is our Platinum Plan which means we can give it the full care and attention you need with any edits you need; plus, keep it running smoothly, safe and secure from hacks and potential security issues.
Do You Support Membership Sites/Plugins?
Yes we do! We have care plans specifically for Membership sites. Because these type of sites have more advanced functionality the plan to use is our Platinum Plan which means we can give it the full care and attention you need with any edits you need; plus, keep it running smoothly, safe and secure from hacks and potential security issues.
Does Signing Up Lock Me Into A Contract?
No. You are free to leave at any time before your next payment is due. Simply reach out to us and we'll take care of that for you. We've no idea why you'd want to leave once you're part of the 'Tech My Stress Away' family and we'd miss you immensely! Seriously, it would be like losing a member of our own family! :-)
Are You GDPR Compliant?
What Forms Of Payment Do You Accept?
Our main form of payment is via Debit/Credit Card and we use Stripe to process payments securely. We also accept Paypal. (In the UK for certain types of businesses we accept Direct Debit via Go Cardless)
I Need Custom Work On My Site Can You Do That?
We can offer some types of custom development on top of our Care Plans. If you have a project that is outside the scope of our Care Plans then reach out to us HERE. We'll discuss what you are looking for, the work involved and then either:
1) Have our Technical Team map out and give you an accurate estimate of the costs involved.
2) Recommend an alternative option that is better suited to what you are looking for.
Can You Help Me Implement Marketing Funnels & Campaigns On My Site?
This is outside of the scope of the Care Plans. However, we do this type of work in our Special Projects section. In our other businesses we have used sales funnels and campaigns for over 15 years and have a LOT of experience that we pass onto our clients in any Special Project work we do for them. Have a read here of what we do in Special Projects and then contact us to discuss what help you need.