FAQs

Not at this time, but we expect to scale to 24/5 and then 24/7 support in the coming months. Our core support hours are Monday - Friday 9am-6pm Central.

Support tickets that may be worked outside of core hours are those related solely to critical issues (website down, hacked site, unable to login, etc.)

You have 30 days to decide if WP Site Ninja's support plans are right for you. If it's not a good fit, simply cancel your account and we'll refund 100% of your payment plus send you a $20 gift card for lunch on us.

All that we ask is that you give us a try before cancelling. We're unable to honor refunds for accounts that sign up and then cancel without completing our on-boarding process or requesting any development work (if included with your plan).

Our team of developers are made up of WordPress experts and engineers. They have experience building and supporting large scale WordPress installs with enterprise quality code.

Our engineers are a distributed team with members in the United States, Europe, and Asia. Regardless of location, team members are always online and available during our core support hours.

Once you complete the registration process, we will send you a new customer intake form. This allows us to collect all of the information we need to access your site, install our support plugin, and fully scan your site with our security suite.

Your production site will always be supported by your support plan. If you have a Business Support plan, your site includes a staging site (either provided by us or using your existing site).

Yes! We can support WordPress Multisite as well as WordPress Multinetwork installs. Please keep in mind that since WordPress Multisite shares the same plugin and theme code, additional work may be necessary if you wish to modify a theme or plugin for only one site.

We continuously monitor all of the sites under our care with continuous security scans powered by Sucuri Security. But with all monitoring and scanning services, nothing is fool proof and vulnerabilities can happen. In the event that a security issue does occur, our goal is to begin responding immediately.

If your site is hacked, we have a One Time Hacked Site Cleanup & Repair service that will be billed at $99.

We provide several options for contacting us and monitoring the status of your open support tickets. Once your site is setup, you’ll see the WP Site Ninja menu on your WordPress Dashboard. This is our preferred method of receiving a ticket as it also provides some additional information about your site at the time you opened the ticket.

You can also email us at support@osostudio.com anytime or open a ticket from wpsite.ninja, just click the login link in the menu bar.

We prioritize the security of your site above almost anything else. That’s why the only person who can submit requests for your site is the primary account holder. We will also link our support plugin to your user account in your WordPress Dashboard.

If you would like additional users to be able to submit support tickets, you may grant them access from within the WP Site Ninja menu in your WordPress site.

We provide hosting for our Business and Enterprise Support Plan clients. This allows us to provide a more efficient development experience for these customers.

For customers on our Pro Support Plan, we recommend WP Engine, Liquid Web, or Flywheel for an optimized WordPress hosting experience.

If you’re not hosted with one of our recommended hosting partners, we can still provide support for your WordPress website. As long as your hosting account meets the minimum requirements for WordPress, it will work with our support system.

This is different in several different ways. First, we provide continuous support for your site, keeping WordPress, your themes, and your plugins up to date and also performing security scans.

We’re also already familiar with your site, we know what theme and plugins you’re running and how to extend what you already have to give you the updates to your website that you need.

While it’s unlikely to happen, updates to WordPress, your theme, or your plugins could break your website or overwrite code changes that weren’t made properly. This is why we always take a complete backup of your website seconds before making any updates and are ready to use it to restore your website if anything doesn’t go as expected.

Once your site is back to working how it should, we’ll find out what went wrong and let you know. If it’s an outdated plugin that is no longer being updated, we’ll make a recommendation for a new plugin with frequent updates. If it’s a custom plugin preventing an update from working properly, we’ll provide a quote to update the plugin. We’ll never charge your account without your approval.

We do not provide SEO or copywriting assistance and currently do not plan to offer it at any point in the future. Through our work and the work of our parent company, Oso Studio, we can provide you with a referral to an SEO specialist and/or copywriter.

Clients on our Business and Enterprise Support Plans have SEO Monitoring and Reporting included in their Maintenance Reports.

If you don’t use your included development time in the year it is available, the time will expire.

Add on hours never expire as long as you maintain at least 1 active support account at any level.

If you submit a ticket for work but do not have enough hours for us to complete your request, you’ll receive an email requesting that you purchase more hours.

Optionally, you can chose to delay your request until your next billing cycle when your hours will reset. Additional hours are available in 5, 10, 25, and 50 hour packages and never expire as long as you have a support account with us.

We’ll never charge your account without your approval.