A: No. These site care plans were created with all websites in mind.

A: Completely hassle-free! When you sign up you get access to an account where you can cancel your service at any time.

A: Not a problem. We simply bill any support time overages as a separate charge at the standard rate of $80 per hour and include in the normal monthly statement. We would discuss this option if needed.

A: Yes. There may be a few rare exceptions to this rule, but most web hosting providers should allow us to perform these services without any issue. Windows web hosting is not supported.

A: We accept all major credit/debit cards (Visa, Mastercard, American Express, Discover). PayPal is also an option.

A: At this time, we do not. Our support hours are 9 AM – 8 PM Eastern Time, Monday through Friday.

A: Unfortunately you cannot. Support time resets at the beginning of each month.

A: We provide several ways for you to contact us. You can always send an email at any time to help@impactworks.websitepro.hosting. From within your WordPress website, you will see our ImpactWorks DashBoard Widget installed on your dashboard. Click on the Submit Ticket button for assistance.

A: We aim to have small jobs finished the same day they are requested. If a job is a high priority you can let us know this when you submit the task and we’ll make sure it’s done on time.

A: After you have selected and purchased your support plan, you can fill out a Customer Intake Form so we can collect some details about your site. 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 ImpactWorks.

A: Typically, we use support tickets in lieu of phone calls. Although we have a small team, we want to make sure that all communication is documented and extremely clear; we’ve found that this makes it easier for our entire team to know what’s going on with your site. Support tickets can be submitted through your WordPress dashboard; this is the easiest way to authenticate your support ticket. You can also email at any time from the email address associated with your ImpactWorks.com account.

A: We aim to solve support tickets the same day in 6 hours or less. We work normal business hours Monday to Friday and also monitor support requests at the weekend for urgent tickets. We are adding staff in different timezones as we aim to cover 24/7 support for all timezones eventually.

A: Yes, at the end of each month we will email you a report containing details of any WordPress core, theme or plugin updates along with other important information and overall health of your website.

A: We include free site migrations when you host your site with ImpactWorks. Site migrations are charged at $99 for other hosts.

A: A website that loads quickly is important for your users and search engines such as Google also include website speed as a factor in how they rank your website. A fast site is especially important for your mobile users, a growing audience. As part of the Premium Plan and above, we include some key performance optimization to help your site load faster.

These include:
• Install and configure a caching plugin.
• Optimize/compress your website’s images.
• Remove unnecessary plugins and themes.
• Monitor website speed and make recommendations for improvement.
• Fix performance red flag issues that come up on an ongoing basis.

A: Our maintenance plans are focused on the maintenance of your website and in-depth SEO is outside the scope of a maintenance plan.

SEO Plans are available separately and compliment our WordPress Maintenance Plans. Our WordPress maintenance plans are one part of total WordPress support. We follow best practices to enhance the SEO of anything we do as part of your maintenance plan. Some examples are:

• when we add images we add alt tags (alternative text for search engines and disabled users)
• we make sure your website has a good quality SEO plugin in place.
• we make sure your site is able to be indexed by search engines.
• we add an xml site map to help search engines spider your site.
• we keep your site running smoothly

A: A small job refers to any new feature, minor modification or web development task under 30 minutes in length.
Examples are adding a new logo, changing the color of the text in your main menu, swapping an image on a page, etc.
Anytime a job request exceeds 30 minutes we have two options:

1. 1. If the job is definitely going to take more than an hour to complete we will quote the amount of time required to finish the job and with the client’s permission, we will finish the job at our discounted hourly rate of $99/hour. For our quotes, we always stick to our quoted time even if we spend more time than quoted. And, if we take less time than anticipated, we bill the lesser amount.
   2. If the job is going to take around an hour to complete, then we look at the client’s small job usage over the last few months, and in most cases, we just get the job done for free.