Frequently Asked Questions
What most people ask or need to know
Does your service plan cover new WordPress installations as well?
Absolutely! In fact, we encourage signing up before you start building your site as some of the security features applied are better applied right in the beginning.
Should you sign up before installing or setting up your WordPress installation, we will offer to do it for you, free of charge.
Is your service compatible with WordPress.com
Our service works with websites running self-hosted WordPress installations. The free open source, self-hosted WordPress can be downloaded here WordPress.org
Does your maintenance plans include building my website?
This would be out of the scope of the WP Assist services. Should you need a website built, you may contact Vertopia directly for a cost estimate.
Our WP Care Plus+ plan does include content updates, code changes, CSS tweaks or general help. View more about our plans.
What do you back up?
We do a complete back up of your site. This means we back up the SQL database, plugins, files, themes, scripts, posts, settings, widgets and plugins. Everything in the WordPress directories and database. Backups are encrypted. We do a full backup and then incremental backups thereafter. Ready to restore if needed.
Is there a size limit to the backups?
There are two answers to this question. While do not impose a limit on backups, there is a cap on incremental backups of 2GB. Should you reach this, additional fees will apply or alternative solutions will be discussed with you.
Will your security completely protect my site from all attacks?
Unfortunately, we can never guarantee 100% safety. Heck, even the Pentagon is not safe against hacking exploits. Our application will certainly harden your website security and block or discourage the most common exploits.
However, we have a proven hardening approach and are always monitoring our sites. In the many years we have been doing this, we are thankful that not one site in our care has been hacked.
There is a level of security you are responsible for from a user perspective. As the owner or manager of your website, you would have login details. If this got into the wrong hands it is possible to cause havoc.
TIP: Think security at all times. Ensure you have updated Anti-virus and firewall software on your computer. Don’t allow browsers to auto-save your passwords. Change your password regularly. Use a strong password.
What is your refund policy?
WordPress Rescue
We offer a 100% money back guarantee if we cannot rescue and restore your site from a compromised state.
Should we restore your site and it is compromised again within 7 days, we will fix the site again free of charge. If it occurs after the 7 day period, you will need to reapply for this service. No refund will be entertained. Why? We have no control of what happens to any site out of our care. We suggest you consider one of our service plans where we do include repairing your site free of charge.
Care plans
We will refund 100% of the fee if cancelled within 7 days from sign up. However, a surcharge fee of R900 will be charged. Why? We go to work immediately securing, backing up and applying updates etc which you benefit from even if you cancel. Therefore it is only fair to apply a fee to this.
What type of maintenance and tweaks will you provide?
As part of the WP Care Plus+, you are allocated 1 full hour per month. During this time, we will update anything you ask as long as we can complete it within the allocated time.
Should you need larger updates, we will certainly assist at a reduced support fee.
I have signed up and need some assistance, how do I get support?
Note. Vertopia provides WordPress services to clients under the banner of WP Assist. For convenience, we are using one support portal to service WP Assist clients as well as Vertopia hosting clients. When you need support, submit a support ticket at www.vertopiahosting.co.za.
