Below are the most common questions we get asked. If you have any questions not found in this FAQ, please don’t hesitate to send us an email.
Our plans are based on the number of support hours you purchase. You can use these hours for any WordPress/WooCommerce-related tasks you need help with. Once you’ve selected a plan, we’ll work with you to prioritize and complete your requests efficiently.
We provide expert support for WooCommerce store owners, including troubleshooting, security, performance optimization, SEO, conversion rate optimization, and technical consultations. Whether you need quick fixes or long-term solutions, we’re here to help.
Yes! You can use your hours for a variety of WooCommerce tasks, such as troubleshooting, website improvements, product updates, SEO work, and more.
Your support hours are valid for one year from the date of purchase. If you purchase a new plan before your existing hours expire, the remaining hours will be carried over and extended.
We operate on a queuing system. Tasks are handled in the order they are received. The turnaround time depends on the complexity of your request and the current queue. Simple tasks may be completed within a few hours, while more complex ones may take longer.
If you have an urgent request, please include the word “URGENT” in the subject line of your email. We will prioritize your request and do our best to accommodate emergencies as quickly as possible. Please do note however that we are not a 24-hour service.
We provide detailed reports periodically, depending on the volume of tasks you’ve assigned to us. These reports include the time spent and your remaining support hours. If you ever need an update in between reports, just reach out, and we’ll be happy to provide your current balance.
While we strive to assist with all WooCommerce-related issues, there may be cases where we might decline a task—such as requests outside our expertise, unethical tasks, or those that require extensive custom development beyond our scope. If a task isn’t a good fit, we’ll inform you promptly and suggest alternative solutions if possible.
Some WordPress/WooCommerce issues or feature requests require third-party plugins to achieve the best results efficiently. If we recommend a plugin, it’s because we believe it will save you time, improve your store’s functionality, or provide a cost-effective solution compared to custom development. However, the final decision is always yours, and we’re happy to explore alternative approaches upon request.
Effective project management ensures your tasks are completed accurately and efficiently. Time spent reviewing requests, planning solutions, coordinating with developers, testing, and providing updates is essential to delivering high-quality support. This is all part of the service to keep your WooCommerce store running smoothly.
Some WordPress and WooCommerce issues require access to your hosting account or domain registrar to properly diagnose and fix. This may include tasks like fixing server-related errors, fixing database issues, configuring SSL certificates, updating DNS settings, or handling migrations.
Additionally, when working with custom code or major site changes, having access allows us to restore your site quickly in case of unexpected errors. In some cases, we may also need to contact your hosting provider’s support on your behalf to resolve technical issues efficiently.
We always follow strict security protocols to keep your credentials safe. If you’re uncomfortable sharing login details, we can guide you through the necessary steps instead.
We strive to provide high-quality WooCommerce support, and our services are based on the time and expertise we dedicate to your tasks. Because of this, we generally do not offer refunds for purchased support hours.
However, if you believe there was an issue with the service provided, please reach out to us. We will conduct a quality assurance review to assess the situation, and if we determine a refund is warranted, we will process it accordingly. Unused hours remain valid as long as your plan is active and can be used for future support requests.
We keep communications primarily through email to ensure clear documentation of all requests, progress, and resolutions. This helps prevent misunderstandings and allows us to track your support history efficiently.
However, if necessary, we may accommodate a video chat or phone call for more complex discussions or consultations. Let us know if you require a call, and we’ll do our best to schedule a time that works for both parties.