Frequently asked questions
WordPress plugins are created by multiple authors, and are consistently updated to newer versions to comply with the latest version of WordPress, or to address security issues and bugs.
It is not guaranteed that the mandated updates to WordPress will not break the website, nor that plugins will continue to function if not updated.
For this reason, having a trained web specialist on hand to monitor the website is necessary to update plugins, rollback plugins, replace plugins or even adjust the theme to continue optimal performance.
Although these care plans are typically for websites that Azapi built or re-designed, we welcome clients who are looking for a long term relationship with a dedicated web team.
We normally first would like to do a Website Audit and Review to become familiar with your website, how it was built and any potential issues that can arise. Website Audit and Reviews are charged at a fixed 4 hour fee.
Most importantly we will make a list of issues to fix and suggestions for improvement needed in order to proceed with the website on a monthly care plan.
We provide a support ticket desk for quick turnaround and tracking of all support requests.
You can submit all requests to [email protected] and we will reply within normal business hours.
Please note if you are not on a Care Plan our standard hourly rates will apply for support.
Absolutely, you can add pages, posts, products etc. to your hearts content.
Remember we are there to help, feel free to send a support request to [email protected] if you need any help.
All care plans include full offsite cloud backups i.e. WordPress files + WordPress database.
Depending on the package you choose, these backups are either done daily, weekly or monthly.
Frequently asked questions
The whole purpose of our Care Plans are preventative care, so we hope to prevent anything from happening.
However, in the case your website need emergency care we will be there bringing it back to 'live'.
We cannot promise your website will not brake, but can promise we will do everything in our power to prevent it. We can also assist in the restoration of the website from a backup where needed. In the event your website has been hacked due to outdated plugins, we will assist in doing a manual clean of the website. Please note extra support fees will be charged for cleaning hacked websites.
Yes, you can cancel anytime with a full calendar month's notice. You are under no obligation to continue with the ongoing service.
Any 3rd party integrations, or plugins that are included on your site whilst the care plan is in force, will be disconnected on cancellation and you will be liable to license these items yourself if you want to keep them current and updated.
No. Our Care Plans run on a monthly basis and you can cancel at any time by giving a full calendar month's notice.
If you would like to pay annually for your care plan, you will only be charged for 11 months.
Our support hours are from 9am to 5pm Monday to Friday.
Out of office hours or weekend support are charged 1.5x our standard hourly rate.
We'll do work on your website and can include adding and editing pages and posts, updating sliders, tweaking your site and a lot more.
This is over and above the backups, updates, security scans etc. which do not count towards your hours of work each month.
This makes our WordPress Care Plan an extremely affordable solution for any business not wanting to employ a full time web team.
Keep in mind that requests like adding new functionality, design work, and other larger tasks may require a separate quote because these typically take longer than the hour or two allowed.
The monthly time is there for you every month to reserve your place in our queue and our resources, therefore it does not rollover.
You can take comfort in the fact that your request within that 60/120 minutes of time (depending on your care plan) will be addressed by our team with priority attention.
If you have a task that requires more than your dedicated monthly time, we will submit a quote for you to approve separately from your plan.
You can upgrade at anytime to a higher package.
You can downgrade at any time after giving a full calendar month's notice.
It depends on the type of change request you submit. It may also depend on how busy we are on that given day.
Our goal is to complete requests within 24-48 business hours upon receiving the change request.
You'll get a unique ticket number so you can track communication and status.
Terms and conditions
You are engaging Azapi, as an independent contractor to perform work as described in the package(s) or service(s) you have purchased. In the event access to your website is necessary, you hereby authorize Azapi access and “write permissions” to all directories and files of your account with any other third party hosting provider, as well as permission to install any necessary WordPress plugins for maintenance and security.
Cancellation of any monthly recurring service can occur after giving a full calendar month's notice, at any time after your first one month (30 days) of service.
In order to cancel your recurring payment or change payment method, simply contact Azapi at [email protected] prior to the 24th.
Third-party or client page modification:
You also acknowledge that anyone other than Azapi or its subcontractors who attempt to update the website and damage the design or impair the ability for the web pages to display or function properly, may result in time to repair the web pages in order to restore the website.
In this event, damages will be assessed at an hourly rate with a one-hour minimum. Work to repair the website from third-party modifications is outside of the support time and scope of the on-going website care.
Limitation of liability; Disclaimer of warranties:
Although there are limitations to the guarantees we can provide, your satisfaction is very important to us. Please read and understand our limits of liability before engaging in our services.
Although we strive for your website’s optimal performance and security, we did not build the WordPress software or plugins used on the website, in some cases, nor the hosting platform it runs on.
For this reason, Azapi does not represent, guarantee or warrant that the functions contained in these webpages or internet website will be uninterrupted, error-free, free from loss, corruption, attack, viruses, interference, hacking, or other security intrusions, and Azapi disclaims any liability relating thereto.
To the extent not prohibited by law, in no event will Azapi be liable to the client or any third party for any damages, including, but not limited to, any lost profits, lost savings, loss of data, business interruption, or incidental, consequential or special damages arising out of the operation of or inability to operate these webpages or website, however caused, even if Azapi has been advised of the possibility of such damages.