Frequently Asked Questions

How do I request work and get updates on work in progress?
How long does it take to get one website done?
What type of tasks can I assign?
Who is our ideal client?
What kinds of websites do you help with?
How to place orders of a new website build or a larger project?
Do you help with the monthly maintenance of my client websites?
I have multiple clients and tasks, how does that work?
How many revisions do I get?
How do I share confidential information of websites like credentials and account details?
Do you offer any SEO services?
What are your hours? Where are you located?
Do you offer phone support?
How will I be billed?
What is your refund policy?

Care Site Add-on

Do you offer 24/7 technical support?

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.

What details are required to setup support on my website?

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.

Do you use the staging site to make the 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.

Is WordPress multisite supported?

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.

What happens in an event of site hack?

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.

How do the monthly payment works?

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.

Are the site reports white label?

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.

Can my clients make direct requests to the support team?

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.

Does the site hosting provider matter with maintenance and support?

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.

How often do you backup my website?

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.

Does Source have any site size or storage limit for backups?

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.

Are website backups taken in real time?

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

Do you block SQL and JavaScript injections?

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

Do you guarantee my website won’t get compromised?

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. 

Do you scan my website for malware?

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.

Will your plans stop hackers from exploiting vulnerabilities?

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.

What is included/excluded in the backups?

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.

How many backups are retained?

We keep backup of site from past 90 days.

Can I change the time at which the backup takes place?

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.

Are there any extra charges for a large websites?

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.

With additional 30 minutes per month, what type of tasks you can help with?

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

What is covered in SEO and Core Web Vital audit report?

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.

Will your team follow our processes?

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.

What if I need extra hours of help on my website?

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.

Growth Site Addon

In growth care, what services will I receive?

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.

What can be done each month?

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.

Is there anything I need to share to get started?

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].
What's included in the Monthly White Label SEO Report?

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

How can I track my progress?/In what sequence the workflow will be carried out?

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.

Which plugins/tools do you use for SEO edits/issues?

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.

Which type of schema code will I get?

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

Optimize Site Addon

Do you guarantee that my website's speed score will reach 90+?

We can optimize your website to get 90+ speed score in Google's and other Page Speed tools. However there are factors beyond our control which may make it not possible to achieve the desired score. These factors include theme (old theme, bulky premium theme, unsolvable root cause within theme ), hosting (shared hosting, slow host, not adequate space or bandwidth), page weight, network conditions and heavy customizations which could break site upon optimization. In this case, we will do our best to get the best possible score and provide helpful recommendations.

With additional 2 hours per month, what type of tasks you can help with?

We keep your site optimized each month and on top of that, you receive 2 hours of development work time. This time can be used towards the following:

  • Copy edits
  • Troubleshooting
  • Bug Solving
  • Adding small feature
  • Adding blog posts

Are there any limitations?

We help with the speed optimization of all types of WordPress websites.

There is no magic bullet for increasing page load speed. It is skilled manual work along with the use of required plugins depending on the site. First, we audit each website manually to find the root cause of slowness. We perform work depending on what we find during the audit.

There are some websites where the scope of improvement is very little. Examples: Site with more than 20 plugins installed, sites hosted on low capacity shared servers, sites using bulky custom queries that are essential for site operation, woocommerce stores that have gotten slower over time due to thousands of products and orders. These types of websites are hard to near impossible to work with when it comes to speed optimization.

In such cases, we will offer our recommendations after the initial audit and give a full refund.

How many hours do you spend each month on my website?

We spend up to 8 hours per month performing site speed optimization. Any pending work will be continued on to the next month.

Is this a monthly service?

Yes, it is. Site optimization is not a one-time task. Each month we perform site speed optimization tasks to ensure your website is performing at its best.

Larger sites take longer to perform complete site optimization. With new updates and changes being done to the website, optimization tasks are required to run again.

That being said, there is no long-term commitment and you can cancel anytime after the first month.

What if I need extra hours of help on my website?

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.

List of things we can help you with.

Do you offer CDN services?

No, we do not provide CDN service but we can help you configure it properly from your existing providers such as Cloudflare and Sucuri.