Frequently Asked Questions
- Which payment methods do you accept?
We currently accept payments via a service called Stripe. This enables us to take debit and credit card payments. As a customer, you can also choose to save your card details so that your billing each month is automated and minimises any service interruptions.
- Do you manage WooCommerce websites?
Yes, we do; however, websites with advanced functionality like Woocommerce will require our premium WordPress care plan with real-time backups. It requires more resources to run smoothly and be kept secure and backed up properly. As a result, we need to ensure we dedicate the right resources to your site via the right WordPress website care plan.
Our premium plan will also suit other sites with advanced functionality like community WordPress sites, course sites or any other WordPress website with dynamic content.
- Do you offer discounts?
Yes, we offer a 10% discount for charities and a 20% discount for multiple sites (more than two websites) on all our WordPress care plans.
If you fit one of the above, please get in touch before ordering to set up your discount.
- Am I locked into a contract?
No. We do not lock you into any contract or hold you to ransom over your website as other services do. You can cancel at any time and have full control of your plan. You can upgrade, downgrade or cancel when you choose.
- How long will my care plan take to implement?
After you sign up, we generally have website care plans up and running within 24-48 hours (usually within a couple of hours if you already have hosting). With all the care plan features, from regular cloud backups to security monitoring monthly client reports and more. We will guide you through the process and keep in touch, so you know what is happening.
- Does it matter what WordPress hosting I use?
We can provide a WordPress care plan to anyone regardless of their hosting provider. We understand that everyone has their own specific needs and budgets. However, if you would like to upgrade your hosting, we provide hosting built around our full maintenance service. The benefit of hosting with us is that we have better control of your site regarding updates and fixes, better performance, and free SSL certificates.
- Can you migrate my website?
Yes, that is if your website runs on WordPress. While some hosts simply give you web space and leave you in the wilderness, we manage integration from start to finish. That means every step of the technical journey is completed on our end, leaving you to focus on what you do best.
- Do you manage content?
Yes! We understand how tricky it can be adding content when you don’t know the ins and outs of website management or have the time to do it. All our care plans come with site edit time, you simply submit a support ticket with any changes or additions and we’ll add them immediately. Your content will look great, and so will your freed up diary.
- Do you provide hosting?
Yes, we have our own dedicated hosting that is based in the UK and provided as part of our maintenance plans. Sadly, we don’t offer hosting as a stand-alone service (without a maintenance plan).
- What’s the difference between WordPress Care and WordPress Maintenance?
WordPress Care and maintenance are essentially the same. We use these terms interchangeably throughout our site, but they mean the same thing, and the service we provide is the same regardless if we call it care or maintenance.
- How often do you take backups?
We take security seriously. That’s why we complete full backups of your database, files, content, pages and website structure on a Daily (Personal & Business Plan) and hourly (Premium & Ultimate Plan) basis. Backups are sent to a separate server for added security, giving you a completely dependable service. Any problems? We’re equipped to complete one-click restores if the worst does happen. If you also host with us we do an additional backup at the server level as well.
- Do I need to perform updates?
No. Infact we ask you to leave all updating to us! As the leading website platform, WordPress is constantly updating and tweaking its software and plugins. For some website owners, this can mean a lot of hassle keeping up. Not for you! ThriveWP ensures your plugins and WordPress software are always up to date. The result is a website that’s fully functional and completely secure.
- Will you monitor my site’s security?
Websites, and the data they hold, are crucial for businesses. That’s why we work around the clock to keep yours fully safe and secure. Our WordPress monthly maintenance package protects your site from hackers, malware and viruses with our state-of-the-art monitoring software. We can even block rogue login attempts and spam IP addresses, so you can rest assured your site is in good hands.
- What are your support hours?
Our general support hours are 9 am – 5 pm GMT Mon -Fri. We do, however, answer support requests outside of these hours and will do our best to respond within 2 hours, if not the same day. In an emergency outside of these hours, like a site outage, you can contact us directly for support.
- What happens if my site breaks or I need support?
You can log in to your account with us and submit a support ticket. This support ticket then goes into our system, which we are immediately alerted to, and we will respond as promptly as possible to help you with your query.
- Do you provide SSL certificates?
All websites hosted by ThriveWP are provided with an SSL certificate as standard. This gives your business a secure https connection, showing visitors and search engines that it’s a verified, secure website.
- Will I get updates about my site status?
At ThriveWP, we manage everything, leaving you free to run your business. That doesn’t mean we keep you out of the picture. Monthly website audit reports keep you in touch with what’s happening with your site. From completed backups to software updates – you’ll get a clear and concise view of how well your site is being maintained.
- What happens if I want to leave?
We don’t believe in keeping customers locked in a contract or withholding your website from you if you leave. We would, of course, want to try and resolve any issue you may have and hear your feedback to help improve our service, but in the event, you want to leave then all you need to do is send a support ticket requesting a cancellation before your next due billing date. All cancellation requests will be honoured. If you require a backup of your website files and database we can provide these as well.