1. Can I use your services for more than one website?

Yes, you can certainly use our services for more than one website. However, it's important to note that each website requires its own individual plan. This means you'll need to purchase a separate package for each website you wish to have maintained. This also allows you to opt for different pricing plans for different websites.

2. What are your response and resolution times?

When you reach out to us with a concern or an issue, you can expect a response time of about 2 to 6 hours. We understand the urgency when it comes to maintaining your website, and our global team's diverse locations mean we're working around the clock to address your needs promptly.

As for resolving the issues, it typically takes us about 24 to 48 hours. The exact time can vary depending on how complex the problem is. Some issues may require a more in-depth investigation and a longer period to resolve completely. Rest assured, our experienced team is dedicated to resolving each issue efficiently, aiming for the quickest turnaround without compromising on quality.

While we primarily offer support through email and our ticketing system and do not offer regular phone or live chat support, we understand that some situations may require more direct communication. In such cases, our team will assess the issue and, if deemed necessary, we may arrange a call on platforms like Google Meet or Zoom to provide more personalized support. This decision is made based on the specific needs of the situation to ensure the most effective resolution.

Our priority is to keep your website running smoothly, and we're dedicated to providing you with timely and effective solutions.

3. What specific information do I need to provide for service access, and how should I share it?

To begin maintaining your website effectively, we'll need the administrator account credentials for your website. This allows us to access and manage your site's backend with the necessary permissions. Please email these details securely to info@thesitekeepers.com. Ensure that the account provided has adequate permissions for us to perform the required maintenance tasks effectively.

In addition to your website credentials, we also require login details for your hosting account. This access enables us to manage server-side configurations, perform necessary updates, and handle any hosting-related issues that might arise. As with your website credentials, please send these hosting account details securely to info@thesitekeepers.com. Your information will be handled with the utmost confidentiality and used strictly for service purposes.

Providing the necessary credentials is a straightforward process. Upon purchasing a maintenance plan from us, you will receive a welcome email from info@thesitekeepers.com. Simply respond to this email with the requested credentials for your website and hosting account. This ensures a smooth and secure exchange of information, setting the stage for efficient website maintenance right from the start.

4. What's the process for submitting a support ticket or requesting a website edit?

If you need support or wish to request a website edit, you have two convenient options:

  1. You can simply send us an email at support@thesitekeepers.com with the details of your request.
  2. Alternatively, utilize our dedicated support portal. Your account will be set up during the onboarding process, and an activation link will be emailed to you. After you activate your account, simply log in at https://support.thesitekeepers.com and submit a ticket with your request or issue.

Both channels are monitored closely by our team to ensure your needs are addressed promptly and efficiently.

5. When can I start sending requests for website edits after signing up?

You're welcome to submit your first website edit requests as soon as you receive your welcome email, indicating your website management subscription is active. However, to ensure a smooth and secure editing process, we initially perform some crucial preliminary steps. This includes verifying the login credentials you provide, conducting a comprehensive backup of your website's core files and database, and implementing a few essential onboarding procedures to confirm the stability of your website.

These preparatory steps are vital and may take 24-48 hours to complete. But rest assured, once these are done, our support team is all set to tackle your website edit requests. Any edits you've submitted in the meantime will be promptly addressed as our next immediate action.

6. Do you provide support through phone calls or live chat?

Our primary channels for support are email and our dedicated ticketing system (accessible at https://support.thesitekeepers.com). This approach ensures detailed, documented communication for every issue or request.

While we don't offer regular phone or live chat support, we understand some situations might require more direct communication. In such cases, upon assessing the issue, our team might arrange a call through platforms like Google Meet or Zoom, ensuring we provide the most effective solution tailored to the specific needs of the situation.

7. What does the 24/7 monitoring service for my website entail?

Our 24/7 monitoring is powered by automated tools that vigilantly keep an eye on your website(s). These systems ping your site(s) every minute, every day, as part of our monthly subscription service. The primary goal of these pings is to ensure that your website is up and running as expected.

Should these automated checks detect any downtime or unusual activity, they immediately notify our help desk. This prompt alert enables our support team to quickly assess and address the issue, ensuring that any potential problems are resolved swiftly to maintain the smooth operation of your site.

8. What are your service hours?

Thanks to our team's global distribution, we offer true 24/7 service. No matter the time zone or day of the week—even if it's 2am on a Sunday—our system ensures that any issue with your website is promptly notified to our team within 1 minute.

We pride ourselves on our swift response, meaning any downtime is addressed immediately, and we work diligently to get your site back up and running without delay.

9. What kinds of website edits can I request?

Our website edit services cover a range of updates to keep your site fresh and up-to-date. This includes posting new blog articles, updating contact details or other text, changing images, and adding or removing products (if your plan includes WooCommerce support).

However, please note that adding custom functionality or making programmatic changes falls outside the standard maintenance scope. Such specialized tasks are available at an additional rate of $60 per hour, ensuring you have access to broader, more customized website enhancements when needed.