Frequently Asked Questions

Deciding one someone managing something as crucial to your business isn't an easy one.  We're sure you have questions, and if something you need to know isn't covered us at (815) 585-4800.

Hours you're available?

We're available from 8am-6pm Central Standard Time, Monday through Friday.  We monitor for emergencies during after-hours, weekends and holidays as well.  We're currently looking into ways to provide 24/7 support while keeping our operation entirely in the USA.

What if I don't need monthly support?

If you're happy supporting your WordPress website, but just need help from time-to-time from our team, we can help with that too.  We provide pre-paid time blocks that you can use as needed.  Contact us for more details or call us at (815) 585-4800.

What if my site is hacked?

We take a lot of precautions to make sure your site is safe and secure, but in the event that someone does hack your website, we handle it.  There's no extra charge.  If we fail to protect your site, why should you pay us to fix it?

* This is only covered when you take our hosting.  Unfortunately, too many 'cheap' web hosting providers don't handle security at the level we do.  We'll always assess the situation and let you know if we feel it's your host's fault in advance.

How do we contact you for support?

Depending on the package you choose, we provide Email, Live Chat, and Phone Support.  You can open a support ticket also through both your Cloud Care WP Dashboard and within WordPress.

Live Chat:  Click the chat icon in the bottom right-hand corner of this page.
Phone:  (815) 585-4800 (Cloud Nine Communications)

Do you provide SSL help?

Every client, as long as it's possible with their host, will get set up with an SSL certificate either through our hosting or through CloudFlare.  Once it's set up we'll take the necessary steps to get your website working properly with the SSL certificate.

Can you support multiple WordPress sites?

We work with IT Companies and Agencies, as well as non-profits to help support multiple sites at once.  We even provide bulk discount pricing when adding more than 5 WordPress site to Cloud Care WP.

What if my site breaks?

In most cases, it's covered.  Initially, we'll restore the website back to the most recent nightly back-up and then work to troubleshoot the problem.  If we deem the fix to be excessive we'll reach out and discuss next steps.  Consider this really a disclaimer, as we've never reached this point.

Do you help with SEO?

We'll gladly run an SEO report for you, give you some pointers, but we're not an SEO agency and would refer you to one of our partners beyond that.

Can I upgrade/downgrade my plan?

Of course!  Whatever fits your needs best.  All we want is for you to have an amazing experience.

What's a 'Small Task'?

A small task is a task assigned to us that takes less than 30 minutes.  These are generally content updates, image uploads, blog post uploads, etc...  Anything beyond a small task will be quoted before it's started.