Care Plan FAQs

General FAQs

How many pages per site do you support in each care plan?

We support up to 20, 40, and 60 unique page sites on our Manage, Secure, and Perform plan respectively.

Unique Page: In WordPress, each uniquely designed template page can be used to create more pages with different copy. Blog final page is an example of a unique page where all pages have the same design but different copy and images. Another example is service pages. You can have 10 service pages but they all can have a similar page layout.

After we make any updates to your site, our QA team reviews one page of each unique page of your site to ensure it looks and operates as before. More unique pages equal to more work after each update.

We charge an additional $5 per month per 10 more unique pages per site.

Do you offer 24/7 Technical Support?
Our technical support hours are from 12:30 AM to 10:30 AM Eastern Time, Monday through Friday. Any support tickets submitted during off-hours are immediately attended to during our regular support hours.
What details are required to setup support on my website?
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 UnlimitedWP.
Do you use the staging site to make the updates?

Routine site updates are performed on live site under the MANAGE and SECURE support plans. If you prefer to use the staging site to perform the site updates to test and then make the changes to live site, you would have to upgrade to PERFORM support plan. On PERFORM support plans, we will inform you after the updates are performed for your review and approval and will make the updates on live after your final approval.

Is WordPress Multisite Supported?
WordPress Multisite and Multi-network is supported only on PERFORM support plan. We would require a thorough understanding of your existing setup and configuration in order to start with the maintenance and updates of the sites.
What happens in an event of Site hack?
We continuously monitor all the sites under all the support plans using Malware scanner from our security partner, BlogVault. If the malware is detected, our technical support team will manually review for all such instance to make sure those alarms are not false positive. In an event when there is an actual security issue on the site, our goal is to respond and mitigate the issue immediately within the business hours. Security concerns will be taken upon with the highest priority over any other development or support tasks, company-wide. For the instances where the site is hacked to an extent where malware removal tools do not help and manual cleaning is required, you can signup for our development support packages for site cleaning.
How do the monthly payment works?
All your website support plans will be managed under one monthly subscription on our website. Our website will charge you monthly from the date you signed up for the first time and total amount for all your subscriptions will be charged during the renewal. You can always visit “My Account” page on our website to find more details on number of active support plans.
How can I upgrade, downgrade or cancel a plan for individual websites?
All the details related to your active subscription and plans can be found on our websites “My Account” page. You can modify your existing subscription and modify the plan of each website, add new website or remove it from the subscription from there. All the modifications will come into action from your next renewal cycle.
Are the site reports white label?
Yes, the reports generated for the sites are made completely white label with your company Logo and Name on the reports.
Can my clients make direct requests to the support team?
Yes, we have a white label PM tool for which we can provide an access to your clients. Your clients will never see any of our team members and will still be able to create tickets/tasks for us. We will share the updates on the task comments. It is up to you if you would like our comments to be visible to your clients or you can just copy and paste the same comment for your clients from your account. All your comments will always be visible to our team and your clients.
Does the site hosting provide matter with maintenance and support?
No! We’ll work with any website regardless of where it’s hosted. That being said, for the sites hosting on AWS, Pantheon and Google, BUSINESS support plan is required. Also, we may not be able to achieve your speed and security goals on a shared hosting with limitations by Hosting provider on shared hosting.

Backups

What is included in the backups?
We back up everything in your WordPress site incrementally and completely – Including posts, pages, files, themes, images, etc. A WordPress site consists of 2 parts: Database – We back up the complete database. Files – We back up all the files within your core WordPress folders (wp-content, wp-includes, and wp-admin). This strategy ensures that we do not miss anything on your site.
What is excluded in the backups?
We ignore files generated by other backup plugins, cache files, and log files as they do not add any value to the backup. Backing them up would put unnecessary strain on your site and also cause issues at the time of restore.
How often does UnlimitedWP backup my website?
UnlimitedWP backs up your website daily, automatically.
Can I change the time at which the backup takes place?
Yes, you can. Let us know the time of the backup on Taskme task and we will schedule the backups for the time mentioned.
How many backups are retained for a site?
We keep snapshots of site of past 90 days.
Is there a limit to the size of the site which UnlimitedWP can backup?
We typically expect a site to use up to 5GB of space. However, if you have a larger site, please let us know. If it is for fair use, we will make an exception (at no additional charge). We are currently supporting customers having sites spanning 6+ GBs of data.
Does UnlimitedWP have any storage limit for backups?
No. We do not limit the backup storage and do backup sites 25+ GB in size.
Are website backups taken in real time?
No, Website backups are not taken in real time. All the backups are taken on a fixed time daily.

Security

Are clean ups automatic?
Clean up process is automatic. We use Malcare system which makes the process easy and without the need of a human intervention.
Can I scan my website whenever I want?
Yes, you can request for on-demand scanning by creating a task for it under Taskme platform.
Do you backup the site before cleaning?
We back up the entire site – every file, and database on your website.
Do you block SQL and JavaScript Injections?
We work on the IP level and hence do not scan for injection.
Do you guarantee my website won’t get compromised?
We guarantee that we’ll do everything in our power to protect your website from the likes of brute force attacks, hackers, bot attacks and the rest. Firewall will help block any sort of unwanted traffic to your website and Login Protection will help prevent any kind of brute force attempt to access your website.
Does UnlimitedWP remove or delete infected files that are part of the website and WordPress?
By default, WPRemote scans only WordPress files. However, you can also add non-WordPress files and then run a scan.
Does UnlimitedWP scan all the files on my website?
We use MalCare for scanning websites which by default scans only WordPress files. However you can request to add non-WordPress files and then run a scan.
Does UnlimitedWP scan website database?
Yes. WPRemote scans WordPress tables in the database.
Does my site get cleaned manually or automatically?
Both. Normally the hacks are cleaned automatically but there are instances where a hack that is more complex, or is resent in sensitive locations of a website. In such situations, our engineers intervene to further investigate the file and manually remove the malware.
How long does it take to clean my website under Emergency clean up?
It takes us 4-6 hours to clean your website.
How many times does UnlimitedWP auto-scan a website?
WPRemote auto-scans a website once every 24 hours.
Will it stop hackers from exploiting vulnerabilities?
UnlimitedWP uses Malcare to protects against vulnerabilities, however, there are certain vulnerabilities that the Firewall cannot protect against, hence we recommend that you keep your WordPress site fully updated all the time.
Will the cleanup process break my site?
We do our very best to keep any of your site’s functionality from failing. In instances when your site’s functionalities fail, we urge you reach out to our Support team. We are here to help.

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