Frequently Asked Questions

How do you handle payments?

WPKeeper.ca is SSL secured. All data is encrypted, private and secure. We do not store customer payment information.

We use Stripe, a trusted and reputable 3rd party payment processor to handle all payment processing.

We accept Visa, Mastercard, American Express, and Visa Debit as forms of payment.

Once you complete the checkout process, your card will be charged the applicable plan rate plus taxes. Your card will continue to be auto-charged on a recurring monthly basis until you decide to cancel.

What happens after I sign up?

When you sign up for one of our monthly WordPress support plans:

1. You will receive a welcome email and payment transaction receipt.

Note: Please review your email during registration. If you do not see a welcome email, check your junk or SPAM folder.

2. An account on WPKeeper.ca will be created automatically and you will gain access to our support system and your WPKeeper account management area.

3. You will be required to provide login information for your WordPress site and either FTP or SFTP access. Contact your hosting provider if you do not have this information.

4. Once you submit the required information, your support will begin immediately.

Can I really cancel my support at anytime?
Absolutely. To cancel, log in to your account area, select “Subscription” menu tab, then select the “Cancel” option.

All future billing will cease immediately.

Once canceled, you can continue using support until the end of your billing cycle

Do I need to renew my subscription?
No, you do not need to renew your subscription. Once a subscription is started, billing payments are renewed automatically each and every month until cancelled.
Where do you store backups?
WPKeeper stores backups in the cloud. We use a combination of Amazon S3 Cloud, Dropbox, and Google Drive.
Can you support multiple WordPress sites?
Yes, we can support as many websites as you want by creating a custom plan for you. Furthermore, we also offer a discount for customers who have support on 3 or more websites.

Please contact us to discuss your needs further.

Do you support multisite installations?
Yes, we support multisite installations. This type of support will require a custom plan created.

Please contact us to discuss your needs further.

Is my hosting compatible with your service?
Most hosting companies are compatible with our services. With that said, you should check if your hosting environment is LAMP stacked to get the most from our support plans.

LAMP is an acronym for:

  • Linux operating system;
  • Apache HTTP Server;
  • MySQL; and
  • PHP 5.2 or higher.

If you are uncertain, call your hosting company and ask. While you have them on the phone, you should also ask for your FTP or SFTP login details. (SFTP preferred)

How long do you store backups?
We store backups for 30 days before they are deleted. If you require access to your backups, we can make special arrangements to accommodate such requests.
What happens if my website is hacked?

Despite top-level security protection, breaches happen to thousands of the most secured WordPress websites daily.

If our team detects a malware issue, its marked as urgent in our support system and our goal is to respond and rectify the issue as quickly as possible.

Premium subscribers will be notified about malware detection by email and our support team will automatically begin the removal process.

Starter and Standard subscribers will also be notified about the detection by email and our team will await further instructions.

Once the malware has been removed, we will investigate and patch any backdoor vulnerabilities and begin cleaning up any blacklistings.

Important: If you suspect a malware issue, please report it to our support team immediately for further investigation.

What happens if my site breaks?
If your website breaks, please contact our support team and include detailed information about the events leading up to the break.

Our team will begin investigating the cause of the break immediately and will work 24/7 until the issue is resolved.

Do you offer 24/7 support?

We offer 24/7 phone support for urgent requests only.

Urgent support requests are those related to broken sites, offline sites, and sites infected by malware.

All other requests for support will be handled between the hours of 8:00 am and 6:00 pm AST, Monday thru Friday.

How do I contact you for support?

You can contact us for support by:

  • Submitting a support ticket in your account management area.
  • Initiating live chat located at the bottom right corner of this website.
  • Emailing our support team at support@wpkeeper.ca
  • Phone at 1-902-930-7070

 

What tasks are included in support time ?

Monthly support time covers a wide range of tasks including:

  • Design, layout, and CSS property changes;
  • Create new pages and blog posts (content is not provided by WPKeeper.ca)
  • Change, add or remove existing text, images, video or audio;
  • Installation and setup of a new theme or plugin;
  • Troubleshooting a theme, plugin or other website errors;
  • Educational support and WordPress consulting;
  • Malware removal (Starter and Standard Subscriptions);
  • User experience testing;
  • Broken link corrections; and
  • Fixing cross-browser or mobile compatibility issues.

 

What happens when I reach my support time limit?

If you reach your time limit you will be contacted and presented with two options:

  1. Continue the extended support at a rate of $40.00 CAD per hour; or
  2. Continue the extended support the following month when your time is refreshed.

 

Does monthly support time roll-over if not used?
Just like any retainer, the allocated monthly time acts as a way to reserve your place in our support queue, and unused time does not roll over to the next month.

Don’t worry, you will receive your full allocated time each month and if, for some reason that wasn’t possible due to a problem on WPKeepers’ end, we will transfer any unused time to the following month.

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Protect Your Investment

Your WordPress site is important to you and it’s important to us. We make sure to keep your website protected, maintained and performing it’s absolute best.
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Zero Contracts

Say goodbye to contracts. Our support plans are contract free, billed monthly, and can be cancelled anytime with a click of a mouse, no questions asked.

Amazing Support

We strive to provide top-notch support. As WordPress Experts, we are here to support you in any way that we can. We provide email, chat and ticket support.