Frequently Asked Questions

We've designed a more flexible way for you to collaborate with us. You have two options to choose from:

Integrate with Your System: If you already have a project management system in place, you can onboard us into your system. We'll seamlessly adapt to your workflow. When you need WordPress tasks done, simply submit them within your project management environment. All communication about the tasks, updates, and delivery notifications will smoothly occur within your chosen system.

Alternatively, you can opt to use our custom project management (PM) tool. It's easy to use and tailored to your needs. Submit your WordPress tasks within this tool. All communication, updates, and notifications will continue to be handled within our PM tool. And, don't worry – you'll still receive email notifications for task updates.

No matter which route you select, collaboration remains efficient. You input tasks, and we take care of the rest. We'll provide daily progress comments, update you upon task completion, and eagerly await your feedback. For more detailed information about different types of tasks, such as new website development, monthly maintenance (including tips on creating WP Care Plans for your clients), and support services, explore our FAQ section.

Every website is different, depending on the number of pages, complexity of the design, third party integrations, custom theme vs. using page builders, and functionalities outside of WordPress core. We have dedicated testers in our team who test work before delivery, which also adds to the timeline. We can only give ballpark estimates from our experience.:

Brochure sites are generally completed in 2-3 weeks. E-commerce sites are generally completed in 4-6 weeks.

You can send us any type of task that is related to WordPress, Design, SEO, PPC, and Shopify. Tasks within WordPress can be, for example, new website development, customization requests, debugging, resolving conflicts with other plugins, fixing bugs, site security, theme updates, plugin updates, content migration, website migration, On-Page SEO, and working with page builders.

For Shopify, we can help with new website development, configuration, integration and connection with 3rd party platforms. Any task requiring a custom Shopify application build will be out of scope.

We primarily work with web and digital agencies, contractors, consultants and freelancers. Our typical agency partner has at least 3 active clients.

Our agency partners choose to work with us because either they are time-strapped or need more expert WP resources on their team.

We are 100% focused on helping those with WordPress websites of all shapes and sizes, including personal websites, small business websites, large scale websites, membership, WooCommerce/eCommerce, and e-Learning sites. Our team has experience working on over 500+ different types of WordPress sites. If you require support with Shopify sites, kindly reach out to your assigned project manager and we might also provide support with Shopify after reviewing the project needs and availability of the team.

We have created a project coding brief template that covers areas such as client info, asset sharing, plugin preferences, deadline, functionality notes, page designs, and plugin license. Our coding brief has been tested with over 100+ projects to ensure it’s the best effective way to transfer your project discovery notes over to our team in one standard format.

Once the project brief is filled out and reviewed, our team will create each page or significant areas of the website as separate tasks in our PM tool. We will get started working on the task based on priority and offer daily comments on tasks.

We have a different version of a brief coding template for woocommerce based e-commerce websites.

Website retainers and WP Care Plans are an essential part of an agency's offerings. It helps to ensure your client websites are secure, updated, backed up, not broken, and ready to generate leads and support marketing activities.

We have crafted dedicated systems and processes to support the monthly maintenance of WP websites. Contact us for more information on this.

 

We can assist you with managing multiple clients and tasks. We have a project management tool wherein you could create tasks for different clients and set the priority order basis on which our team would work and provide daily updates. If you already have a project management tool established within your organization, our project manager will work within your systems and workflow to help you manage clients and their tasks.

There is no limitation on the number of revisions you can get for any given task. Our team of developers and designers are dedicated to providing you 100% satisfaction.

We use LastPass for sharing site credentials and account details, which is much more secure and manageable across teams compared to sharing it via emails, texts, or comments. You can share all the credentials to our LastPass account id, contact us for this. We usually need the WordPress admin credentials and FTP account details to work on any project.

We can help with all SEO of your website except the content. We can also help make recommendations regarding SEO tools within WordPress and help you set those tools on your website.

We are located in Kingston, West London. All of our development tasks are carried out from 0900 - 1800 GMT.

Yes, we do. You can always schedule a call with your dedicated Project Manager to discuss any tasks or projects. We use Zoom for voice and video conferencing.

We invoice 50% at the beginning of the project, and the final 50% upon successful completion of development, prior to going live.

We have a 14-day risk free period to test our services. If you do not wish to proceed with our services, a full refund will be issued upon request.

Our technical support hours are from 12:30 AM to 10:30 AM Eastern Time, Monday to Friday. Any support tickets submitted during off-hours are immediately attended to during our regular support hours.

After you have purchased your support plan, you will be requested to share the WordPress admin credentials and file access securely over LastPass. This helps us connect to your site in order to install our services offered (i.e., security monitoring, backups, and plugins). Our staff keeps these credentials private and will never share these details with anyone not associated with Source.

We will also request to share information regarding customized plugins where we need to be extra careful before making updates.

Routine site updates are performed on live site directly. Once you signup with a site which had not been updated for a long time or if there is a major update released by plugin, theme or WordPress, we would do the update on staging first and then after your approval, the updates are performed on the live site.

WordPress Multisite and Multi-network is not supported on Care site addon. We would require a thorough understanding of your existing setup and configuration in order to start with the maintenance and updates of the sites. Please reach out to us at [email protected] to discuss about the maintenance of Multsite.

We continuously monitor all the sites that have an active Care site add-on subscription. We use a Malware scanner from our security partner, BlogVault to monitor the sites. If the malware is detected, our technical support team will manually review for all such instances to make sure those alarms are not false positive. In an event when there is an actual security issue on the site, our goal is to respond and mitigate the issue immediately within business hours. Security concerns will be taken upon with the highest priority over any other development or support tasks, company-wide.

For the instances where the site is hacked to an extent where malware removal tools do not help and manual cleaning is required, we will use your 30 minutes allocated per month towards manual cleanup. In the instance of deep infection where a longer time is required, you can signup for our development support packages for site cleaning.

We do our very best to keep any of your site’s functionality from failing. We take a full backup of your site before performing cleanup. In instances when your site’s functionalities fail, we urge you to reach out to our Support team. We are here to help.

All your website support plans will be managed under one monthly subscription. Our website will charge you monthly from the date you signed up for the first time and the total amount for all your subscriptions will be charged during the renewal. You can always visit the “Manage Subscriptions" page on our PM tool to find more details on a number of active support plans.

Yes, the reports generated for the sites are made completely white label with your company Logo and Name on the reports.

Our white label reports include backup, security, uptime and performance report.

Yes, we have a white label PM tool for which we can provide an access to your clients. Your clients will never see any of our team members and will still be able to create tickets/tasks for us. We will share the updates on the task comments. It is up to you if you would like our comments to be visible to your clients or you can just copy and paste the same comment for your clients from your account. All your comments will always be visible to our team and your clients.

No! We’ll work with any website regardless of where it’s hosted. That being said, for the sites hosting on AWS, Pantheon, Azure, and Google Cloud, an additional $15/month is charged.

Also, we may not be able to achieve your speed and security goals on shared hosting with limitations by hosting providers on shared hosting.

We backup your website daily, automatically. Backups of the past 90 days are retained and can be used to restore the previous version of the site.

We typically expect a site to use up to 5GB of space. However, if you have a larger site, please let us know. If it is for fair use, we will make an exception (at no additional charge). We are currently supporting customers having sites spanning 6+ GBs of data.

We do not limit the backup storage. Our backups are taken incrementally so files that have been updated since the last backup are only backed up again, rather than taking a new backup of entire site files and database again.

No, Website backups are not taken in real time. All the backups are taken on a fixed time daily.

We work on the IP level and hence are not able to scan for injection.

We can not guarantee a site protection however we guarantee that we’ll do everything in our power to protect your website from the likes of brute force attacks, hackers, bot attacks and the rest. Firewall will help block any sort of unwanted traffic to your website and login protection will help prevent any kind of brute force attempt to access your website. 

At Source, we use the premium service of WPRemote to scan websites. All sites are auto-scanned once every 24 hours. You can request on-demand scanning by creating a task for it.

We scan the entire site including files as well as the database.

Source uses paid Malcare (third-party) service and paid version of iThemes Security plugin to protects against vulnerabilities, however, there are certain vulnerabilities that the Firewall cannot protect against, hence we recommend that you keep your WordPress site fully updated all the time.

We back up everything in your WordPress site incrementally and completely – Including posts, pages, files, themes, images, etc. A WordPress site consists of 2 parts: Database – We back up the complete database. Files – We back up all the files within your core WordPress folders (wp-content, wp-includes, and wp-admin). This strategy ensures that we do not miss anything on your site.

We ignore files generated by other backup plugins, cache files, and log files as they do not add any value to the backup. Backing them up would put unnecessary strain on your site and also cause issues at the time of restoration.

We keep backup of site from past 90 days.

Yes, you can. Let us know the time of the backup and we will schedule the backups for the time requested. Normally, we set your local night time hours for backup.

We support up to 40 unique page sites on our Care site add-on.

Unique Page: In WordPress, each uniquely designed template page can be used to create more pages with different copy. Blog final page is an example of a unique page where all pages have the same design but different copy and images. Another example is service pages. You can have 10 service pages but they all can have one unique page layout.

After we make any updates to your site, our QA team reviews one page of each unique page of your site to ensure it looks and operates as before. More unique pages equal to more work after each update.

We charge an additional $5 per month per 10 more unique pages per site.

Additionally, websites that have user logins and orders due to eCommerce, memberships, LMS, etc generally are larger sites with more third-party plugins and require extra time to maintain. We will audit your site and update you if you are required to pay extra. On average such sites will incur an additional $15-$30 per month cost.

We do not work with HIPPA complaints sites.

We do not work with multi-site network sites.

We keep your site maintained each month and on top of that, you receive 30 minutes of development work time. This time can be used towards the following:

• Restore site from backup
• Copy edits
• Site cleanup
• Troubleshooting
• Bug Solving

We run an on-page SEO and a Core Web Vital audit of your site each month and send you a white-label report that you can share with your client.

On-page SEO audit covers issues and opportunities from SEO criteria like the meta title and description issues, image issues, content issues, robot.txt, heading tags, broken links, and schema.

Core Web Vital audit covers site speed performance issues of the website. We uncover blocking issues that are directly impacting your website loading speed and passing Google's core web vital test.

Yes, we can. We have our own internal set processes and SOPs that our team follows for the best ROI. However, we are flexible in understanding your processes and following them.

Yes, you can request additional help on the website on our Starter Development package. Our development package can be used on multiple websites. This is perfect when you need help beyond what our site add-ons offer. You will receive daily expert development resources to help you with anything WordPress.

The services you'll get in Our WordPress SEO optimization plan are:

• Sitemap.xml
• Keyword Research
• Title and Meta Description (Top 10 Pages)
• Heading Tag Optimization (Top 10 Pages)
• Competitor Analysis
• Google Search Console Errors Fixes
• Google Analytics Setup Plus Monthly SEO Whitelabel Reports.

Check out our WordPress SEO plan for more details/services.

Depending on the site's size, the timeframe will vary. But most probably, we will set up and configure Google Analytics, Google Tag Manager, sitemap, robots.txt, and fix SEO issues during the first month. The remaining items will be addressed in the months to come.

To get started, we need the following:

1. Site Admin and FTP access: share it on [email protected] LastPass account.
2. Google Analytics: share access to the site property on [email protected].
3. Google Search Console: share access to the site property on [email protected].
4. Google Tag Manager: share access to the site property on [email protected].

Each month, you'll receive a white-label SEO audit report (PDF format) with your agency's logo and selected keyword ranking sheet.

In the first two weeks, we will cover the SEO audit report, keywords search, sitemap.xml changes, robots.txt optimization, pingbacks and trackbacks, Competitor Analysis, Setup Pingbacks and Trackbacks, Google analytics, and GTM setup.

Later on, in the 3rd and 4th week, we will start with SEO issues like heading tag optimization, broken link error fixes, title-meta description modifications, Canonical URLs, Schema (Rich Snippets), and image alt tags improvement.

Lastly, we would send an updated SEO audit report with remarks and status to compare every month, followed by recurring tasks.

Upon reviewing the site, we recommend free/paid SEO plugins like Yoast SEO or RankMath. If the SEO plugin is already installed, we will use it only for setup and configuration changes. We will primarily use the 301 redirection plugin and Schema Markup Validator Tool for schema verification.

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You will get the Aggregate rating and FAQ schema; for the FAQ schema, you must provide our question and answer.

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