Frequently Asked Question
In this FAQ section, you will find all the information you need to understand the processes and details of each service. You will also find what we are committing to and the legal aspects of WP Support Lab.
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FAQ GENERAL
WP Support Lab™ provides a top-tier, engineer-level approach to WordPress, featuring expert customization, rapid response times, and an extensive suite of services. Our team collaborates closely with you to create hassle-free, stunning, and dependable websites that meet your needs. With one decade of experience in WordPress, we handle everything from minor tweaks and premium theme development.
WP Support Lab™ is a team of engineers. On a more serious note, we have been tackling WordPress for almost one decade. Our team is in-house, with dedicated employees. WP Support Lab™ relies on permanently vetted employees; we do not outsource our work to contractors or freelancers. Every client and their needs are unique, and this is reflected in our approach: We tailor our work to clients’ needs, building long-lasting relationships and setting them up for success. We deliver top-quality work, and if it does not meet your expectations, we will refine it until you are satisfied.
We work with businesses of all sizes, from startups to large enterprises, across various industries. Whether you’re an e-commerce store, agency, or service provider, we have solutions tailored to your needs.
Yes, We are enthusiastic about fostering long-term partnerships. Whether your requirements pertain to ongoing maintenance, continuous design and development, or team augmentation, WP Support Lab™ is committed to supporting your business for the long-term haul.
Maintaining your WordPress site guarantees smooth operation, enhanced security, optimal performance, and adaptability to evolving requirements. This entails routine updates, backups, performance enhancements, and monitoring to safeguard your site from downtime, security risks, and various other challenges. Enrolling in the WP Support Lab™ CarePro plan also provides you with unlimited website edits within the maintenance package.
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 $25/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.
No, all our plans come with a zero-setup-fee policy.
Yes! You can switch between Starter, Booster, and CarePro at any time. To adjust your plan, contact us through our Client Portal.
If your needs don’t align with our predefined tiers, we can tailor a plan to suit your requirements. Contact us for details.
Our maintenance schedule depends on the task at hand and also on your subscription plan.
For example:
- Monitoring is performed continuously
- Updates are performed weekly.
- Backups are performed depending on your subscription.
- Performance tuning and security audits happen as needed.
Routine updates to the live site are conducted directly. If you sign up for a site that hasn’t been updated in a while, or if there’s a major update from a plugin, theme, or WordPress, we will first implement the update on a staging site. After you give your approval, the updates will then be applied to the live site. This regular service is exclusively available with the CarePro plan.
You can submit requests through your WP Support Lab™ Client Portal. Provide clear instructions and attach any necessary files (e.g., images, and text); our team will handle the rest. Make sure to submit one task per request. Otherwise, we may not be able to finish the request within 72 hours.
Our response time depends on the complexity of your request and our current schedule. We can often begin within 1-2 business days. Larger projects may require a brief onboarding period.
You’ll receive detailed weekly/monthly reports summarizing all updates, security checks, performance improvements, and monitoring results. Also, once we make significant changes to your website, one of our engineers will inform you through our Client Portal.
We provide a dedicated Client Portal designed to facilitate streamlined communication, offer task updates, and enable project tracking. Furthermore, our team is available for scheduled calls to ensure that you are informed at every stage process.
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 WP Support Lab™. We will also request that you share information regarding customized plugins, which we need to be extra careful about before making updates.
We will discuss the extra requirements with you and give you an accurate estimate for the additional work. Our flexible subscription options make it easy to scale up.
While we cannot guarantee complete site protection, we assure you that we will take every possible measure to safeguard your website against threats like brute force attacks, hacking, and bot intrusions. Our firewall will effectively block any unwanted traffic, and our login protection is designed to thwart brute force attempts to gain access to your site.
WP Support Lab™ uses a paid Malcare (third-party) service and a paid version of the WordFence Security plugin to protect against vulnerabilities. However, the Firewall cannot protect against certain vulnerabilities, so we recommend that you keep your WordPress site fully updated at all times.
Absolutely! Our team is eager to take action to handle urgent issues like website downtime, security breaches, and performance hiccups. We’re all set to help!
Our technical support hours are from 8:00 AM to 9:00 PM Eastern Time, Monday to Friday. Any support tickets submitted during off-hours are immediately attended to during our regular support hours.
Once you submit an edit request, we guarantee it will be completed within 72 hours. If the task is complex, we’ll keep you informed and prioritize timely completion. Please describe your request in as much detail as possible to set us up for success.
Also, we may not be able to achieve your speed and security goals on shared hosting with limitations by hosting providers on shared hosting.
Yes, you can always schedule a call with your dedicated project manager to discuss any task or project. We use Zoom for voice and video conferencing for approximately 30 minutes. Calls are only available for the CarePro plan or hourly packages for development projects and custom design. All other plans are supported through the customer portal, email, or online chat.
Yes, you can cancel your subscription anytime with no penalties.
All the changes made will not be reverted, but you cannot use any of the premium or proprietary plugins we have installed further. We will help you offboard your website from WP Support Lab™ so that nothing will be broken after you leave our team of engineers.
- Limitation of Liability
WP Support Lab™ is committed to providing WordPress maintenance, security, and optimization services at the highest quality standards. However, the client acknowledges and agrees that WP Support Lab™ is not responsible for:- Data loss, service interruptions, or any other damage resulting from updates, configuration changes, or maintenance performed on the website.
- Failures caused by incompatibilities with plugins, custom themes, or third-party services not recommended or provided by WP Support Lab™.
- Security incidents arising from unsafe practices by the client, such as using weak passwords or installing unverified software.
- Security and Protection Against Attacks
While WP Support Lab™ implements advanced security measures to significantly reduce the risk of cyberattacks, we cannot guarantee absolute protection against all threats. In the event of a vulnerability or external attack, WP Support Lab™ will provide assistance to mitigate damages, but is not liable for financial losses, business disruptions, or impacts on the client’s website ranking. - Use of Premium Software and Licenses
- During service delivery, WP Support Lab™ may install and configure premium software or third-party plugins to enhance the website’s performance, security, or functionality.
- These licenses are owned by WP Support Lab™ or its providers and can only be used while the client maintains an active plan with WP Support Lab™.
- If the service is canceled, the client will no longer be able to use premium software provided by WP Support Lab™, and it will be their responsibility to acquire their own licenses to avoid functionality disruptions.
By subscribing to WP Support Lab™ services, the client accepts these terms and acknowledges that it is their responsibility to follow security best practices and keep their hosting credentials and configurations up to date.
WP SUPPORT LAB™ PACKAGES
Website monitoring provides 24/7 monitoring of your website’s uptime, performance, server health, and security breaches or vulnerabilities. You’ll receive real-time alerts for any issues.
No, the website monitoring package covers just monitoring your website. You will be informed about any issues or vulnerabilities, and we will suggest changes, but they are not covered within this package.
The website Security package includes malware scanning, firewall configuration, brute-force protection, and regular security audits. Our team will also install premium and proprietary plugins and manage WordPress updates to ensure your website’s security. The changes we will make to secure your website depend on factors such as your hosting provider and server architecture.
With the website Security package, we continuously oversee your website’s security. But if you want an extra layer of security, you should take Website Performance package, we will implement additional protection and updates and patches within 48 hours based on their severity.
At WP Support Lab™, we use the premium service of WordFence 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.
Yes, our website security package includes DDoS mitigation strategies to protect your site from malicious traffic overloads.
You can expect faster page loading times, better SEO rankings, and an improved user experience. On average, our clients see 50% faster load times.
Website Performance package enhances your website’s speed through caching, image compression, database optimization, and script minimization. We also track Core Web Vitals and enhance them when necessary. Furthermore, we implement premium and proprietary plugins to boost your website’s performance further. The changes we make will depend on your website’s current condition, architecture, hosting provider, and server setup.
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 based on SEO criteria, such as 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.
We can enhance your website to achieve a speed score exceeding 90+ in Google’s Page Speed tools and others. However, factors outside our control may prevent reaching this target score. These include the theme (such as an outdated theme, a bulky premium theme, or an unsolvable issue within the theme), hosting (like shared hosting, a slow provider, or insufficient space and bandwidth), page weight, network conditions, and extensive customizations that might disrupt the site during optimization. In such cases, we will strive to attain the highest score possible and offer valuable recommendations.
We help optimize the speed 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.
Certain websites exhibit minimal potential for improvement. Examples include: websites with over twenty plugins installed, those hosted on low-capacity shared servers, sites employing cumbersome custom queries essential for their operation, and WooCommerce stores that have experienced a decline in speed over time due to an overwhelming volume of products and orders. Such types of websites are challenging, if not nearly impossible, to optimize for speed.
No, we do not provide CDN service, but we can help you configure it properly from your existing providers, such as Cloudflare and Bunny CDN.
The analytics integration package is included in both Booster and CarePro plans of WP Support Lab™.
We can integrate Google Analytics and Google Search Console to help you track visitor behavior, website performance, and search visibility.
Google Analytics provides insights into your website traffic, user behavior, and engagement, while Google Search Console helps monitor your site’s search performance, indexing status, and potential SEO issues.
We require access to your Google Analytics and Google Search Console accounts, or we are able to assist you with the setup process. If you are uncertain about granting access, we can offer detailed, step-by-step instructions.
In contrast to the packages for website monitoring, security, and performance that emphasize those specific areas, the Assist & Edits package is solely dedicated to offering on-demand updates and adjustments for everyday website edits.
The Assist & Edits package does not cover the following:
- Custom development (e.g., PHP, plugins, themes).
- Updating custom code.
- Graphic design.
- Building full pages to match exact designs.
- Content creation (e.g., writing blog posts or creating graphics).
- Rebuilding or building out websites or subdomains.
- Software or tools outside WordPress.
We offer additional development services for tasks outside the Assist & Edits package at an hourly rate.
The Assist & Edits package includes on-demand website edits, such as:
- Changing content on any page.
- Updating banners, headers, or footers.
- Adjusting plugin settings.
- CSS modifications.
- Uploading blog posts or products (when provided with content).
- Formatting landing pages or blog posts.
- Adding coupon codes or updating shopping carts.
We complete each request within 72 hours, ensuring your website stays updated and polished. Although you may have many requests in the backlog, we will work on only one at a time.
No, custom functionality and design work are outside the scope of the Assist & Edits package. However, our developers and designers can handle custom tasks under hourly packages.
Included:
- Upload your pre-written blog post and format it for WordPress.
- Adding a new WooCommerce product (content provided by you).
- Updating a page’s text with the content you supply.
- Make visual CSS adjustments to the web.
Not Included:
- Writing or creating a blog post and finding associated images.
- Designing a page to match a specific mockup or visual concept.
- Developing custom checkout functionality for WooCommerce.
- Writing or designing an About Us page from scratch.
Our only limitation is that we can resolve your request within 72 hours and can only work on one request at a time. We will not begin another request until the current one is completed. You may submit multiple requests, but they will wait in the queue until their turn arrives.
Yes, the CarePro Plan includes two hours of development time for a range of services, such as custom theme development, API integrations, and advanced feature enhancements. For projects that need more time, you can buy additional hour packages at a 10% discount.
WEBSITE DEVELOPMENT
We specialize in WordPress websites (but not exclusively). Here are some examples:
- Business websites
- E-commerce stores (WooCommerce)
- Blogs and content platforms
- Creative Portfolio or Agency websites
- Custom-designed websites tailored to your specific needs
Our process typically includes:
- Initial consultation to understand your goals.
- Wireframing and design approval.
- Development and integration.
- Testing and optimization.
- Launch and post-launch support.
Yes, we can seamlessly integrate tools like CRMs, payment gateways, analytics platforms, and other third-party services into your website.
Yes, all websites we develop are fully responsive, ensuring they look great and function perfectly on any device, from desktops to smartphones.
Timelines depend on the complexity and scope of your project. Smaller projects typically take 2-4 weeks, while more complex websites may require 6-8 weeks or longer. We’ll provide an estimated timeline during our initial consultation.
While we do not offer content creation services, we can seamlessly incorporate your existing content into the design and structure. If you require assistance with developing content, our in-house copywriters are available to help.
All websites we develop follow SEO best practices, including clean code, fast loading times, and mobile optimization. We can integrate tools or collaborate with your SEO specialist for advanced SEO strategies.
Absolutely! We can revamp your current site with a fresh design, better functionality, and improved performance to align with your goals.
All websites we develop follow SEO best practices, including clean code, fast loading times, and mobile optimization. We can integrate tools or collaborate with your SEO specialist for advanced SEO strategies.
We follow best practices for WordPress security, including secure coding standards, SSL integration, and strong hosting recommendations. Additional security measures are available through us.
Yes, we offer ongoing maintenance and support. Each website comes with two months of a CarePro plan, ensuring that your site remains secure, updated, and performs at its best.
WORDPRESS CUSTOMIZATION
Website customization involves tailoring your WordPress site to meet your unique needs, including custom designs, functionality, performance optimizations, and integrations.
Absolutely! We can revamp your current site with a fresh design, better functionality, and improved performance to align with your goals.
We’ll need Admin access to your WordPress site, hosting information, and a clear description of the customizations you require. Additional assets like images or content may also be helpful.
Costs vary depending on the scope and complexity of your project. After discussing your requirements, we’ll provide a detailed proposal with transparent pricing.
Yes, depending on your preferences and timeline, we can bundle multiple requests into a single project or tackle them in stages.
We prioritize security in every step of the process, using secure coding practices and testing to ensure your website remains protected against vulnerabilities.
Absolutely! We can integrate tools like CRMs, payment gateways, or analytics platforms to ensure seamless functionality for your business.
We follow best practices to ensure your customizations are compatible with future WordPress updates. For ongoing compatibility, we recommend our maintenance plans.
Yes, we can develop custom plugins or enhance existing ones to add the specific features your website requires.
We’re excited to collaborate with your current WordPress website! Whether you’re looking for a few minor tweaks or a full transformation, we’ll enhance what you already must help achieve the results you envision.
No, we optimize every customization to ensure your website remains fast and responsive. If performance is a concern, we can also recommend further optimizations.
The timeline depends on the complexity of the request and the state of our job queue. Simple tweaks may take a few days, while larger projects, such as custom integrations or design overhauls, may take several weeks.
We can handle a wide range of customizations. Here are a few examples:
- Creating unique layouts for pages and posts.
- Customizing WooCommerce for advanced e-commerce functionality.
- Adding custom plugins or modifying existing ones.
- Enhancing website performance and mobile responsiveness.
WEBSITE RESCUE
Our rescue service is designed to fix critical issues like website downtime, security breaches, DDoS attacks, or broken functionality. If your WordPress site is in trouble, the WP Support Lab is here to save the day.
WP Support Lab offers a superhero-level approach to WordPress with expert customization, fast response times, and a comprehensive range of services. Our team works hand-in-hand with you to deliver hassle-free, beautiful, and reliable websites you can depend on. We have almost one decade of WordPress experience, from minor customizations and premium theme development.
- Website crashes or downtime
- Malware infections or hacks
- Broken plugins, themes, or core functionality
- Slow loading times and performance problems
- DDoS attacks and other security threats
We aim to respond to urgent requests as quickly as possible—often within a few hours. Our priority is minimizing downtime and restoring your site to full functionality.
Absolutely. After fixing the problem, we implement security measures, such as malware removal, firewalls, and updates, to prevent future attacks.
Yes, we can identify and remove malicious code, restore your site from backups, and patch vulnerabilities to prevent further breaches.
Yes, we can resolve issues caused by WordPress core, plugin, or theme updates that didn’t go as planned. We’ll restore functionality and ensure compatibility.
Yes, depending on the issue, we’ll need admin-level access to your WordPress dashboard and possibly your hosting account or FTP details.
If the issue is related to your hosting environment, we’ll communicate with your hosting provider on your behalf to resolve the problem as quickly as possible.
We can rescue any WordPress website, regardless of the theme or plugins you’re using. For highly customized setups, we’ll evaluate and provide a tailored solution.
In rare cases where restoration isn’t possible, we’ll work with you to rebuild your site from backups or create a fresh setup to get you back online as soon as possible.
Yes, we can optimize your site for performance, security, and user experience as part of the rescue or through.
Pricing depends on the complexity and severity of the issue. After assessing the situation, we’ll provide a clear estimate.
Simply contact us through our Client Portal, describe the issue, and we’ll take it from there.
HOURLY PACKAGES
Yes, the minimum purchase is 10 hours for both one-off and subscription packages.
No problem! We’ll notify you if a task exceeds your purchased hours and allow you to buy additional time or adjust the scope.
While you’ll work with our WP Support Lab™ team, we’ll assign the best engineers for each task based on their expertise. With subscription packages and long-term commitment, we can assign a specific hero to you.
Through our Client Portal, you’ll receive regular updates, including a breakdown of your hours used and the status of your tasks.
Once purchased, one-off packages are nonrefundable. Subscription hours are reset monthly, and you can cancel your subscription at any time.
No, because of the price difference. In rare cases (depending on a designer’s availability), we allow clients to use the development hours for design, but not the other way around.
Yes, providing clear instructions and all necessary materials (like images or text) helps us complete your tasks faster and more accurately.
It depends on our capacity and queue, but we typically start within 1-2 business days for smaller tasks. After discussing your requirements, we’ll schedule a kickoff for larger projects.
Yes, you can switch between models at any time based on your needs. If your workload changes, we’ll adapt with you!
You’ll receive a set number of hours each month, which you can use for design or development tasks (depending on your subscription). Unused hours do not roll over, but our team ensures your hours are used efficiently for maximum value.
One-Off Packages: Perfect for short-term projects or one-time tasks.
Subscription Packages: Ideal for ongoing support with discounted rates and priority access.
Our hourly packages cover all the tasks regarding WordPress development and design. Here are some examples:
- Website development and customizations,
- Plugin and theme adjustments,
- Bug fixes and performance improvements,
- Design tweaks and enhancements,
- Brand design and graphic design.
If you’re unsure if your request fits, ask—we’re happy to clarify!
Our hourly packages cover all the tasks regarding WordPress development and design. Here are some examples:
- Website development and customizations,
- Plugin and theme adjustments,
- Bug fixes and performance improvements,
- Design tweaks and enhancements,
- Brand design and graphic design.
If you’re unsure if your request fits, ask—we’re happy to clarify!
TEAM EXTENSION
Team extension is a model in which we provide dedicated professionals who work as an integrated part of your in-house team. They are committed to long-term projects and align closely with your goals, processes, and company culture.
A buyout refers to the situation in which an organization seeks to directly employ an individual whom we have identified on their behalf. While we generally permit buyouts, we retain the prerogative to prohibit such actions if we deem the individual to be a crucial asset to the company. The customary fee associated with this type of buyout is six times the salary of the respective individual.
The turnaround time varies greatly depending on the position, skill set, additional skills, etc. The typical turnaround is around four weeks, but sometimes, it can be as short as a few days. In other cases, it can take up to three months when we are, for example, looking for a VP.
You fully oversee your extended team’s responsibilities, priorities, and workflows. Similar to your in-house staff, they operate under your direction to ensure they achieve your objectives and standards.
Extended team members use your preferred communication tools and follow your team’s management practices, making it simple for you to provide direction and track project progress. We can also assist in establishing smooth communication channels if needed. Our team uses email by default. They are also familiar with JIRA, Zoom, GitHub, and other standard tools.
Yes, we offer flexible time zone arrangements to align with your business hours, making it easy for your extended team members to collaborate in real-time, no matter where your team is based. By default, our team members work in the Eastern Time Zone from 9 a.m. to 5 p.m., but this can be arranged if more overlap is needed or even complete overlap.
We implement strict confidentiality agreements and data protection protocols to ensure that all sensitive information remains secure. Extended team members are bound by these agreements, aligning with your company’s data security practices.
Costs depend on the specific roles, skill levels, and experience required. However, team extension typically reduces overhead recruitment expenses and costs associated with employee benefits and infrastructure. The final price you pay is a sum of three parts:
Employee salary – including all the salary-related costs like taxes, government contributions, etc.
Benefits & inclusions – include the cost of hardware, HR, benefits, etc.
Margin – our cut for the service we provide.
When hiring single team members, you will get a consolidated rate. With larger teams (10+ people) and more extended contracts, we can negotiate a more transparent approach to determining the value of each bucket.
With a team extension, professionals are dedicated to your project for as long as needed, allowing them to develop in-depth knowledge of your goals and adapt to evolving requirements. This continuity is especially valuable for complex, ongoing projects.
Extended team members work directly with your team, following your processes, tools, and communication channels. They become familiar with your company culture and workflows to function seamlessly as part of your team.
We can provide a variety of skilled professionals, including developers, designers, QA engineers, project managers, marketers, higher-tier support, and more. Roles are tailored to your team’s needs and project requirements.
While staff augmentation is typically for short-term or project-based needs, team extension is focused on building a long-term, cohesive addition to your team. Extended team members are fully integrated into your workflow and collaborate with you continuously rather than temporarily filling gaps.
Although WP Support Lab™ prefers to build long-lasting relationships, and we prefer team extension, we are also happy to work in a staff augmentation model.