FAQs

DO YOU OFFER 24/7 TECHNICAL SUPPORT?
Our support hours are 9 AM – 9 PM Pacific Time, Monday through Friday. Any support tickets submitted during off-hours are immediately attended to during our regular support hours. However, 24/7 support can be negotiated with an Enterprise Service Level Agreement – Contact us  for more information.
WHAT DO YOU NEED IN ORDER TO SET UP SUPPORT ON MY SITE?
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 myWPguys.
WHAT DOES myWPguys DO IF MY SITE HAS BEEN HACKED?
  • myWPguys continuously monitors customer sites using ongoing security scans. Common issues are also manually checked whenever relevant. Unfortunately, even with proactive monitoring, no one can catch every security issue. In the event a security issue does occur, our goal is to respond immediately within business hours. Valid security concerns are of the highest priority over any and all development work, company-wide.
  • Yes! Just get started with any of our Support Plan and we’ll have your site cleaned up within 24 hours.
WHAT ARE THE BEST WAYS TO CONTACT YOU FOR SUPPORT?
We do everything we can to make it as easy as possible for you to get in touch with us for support. If you are an existing client, login to MyWpGuyswebsite using your username and password. From there, you can click the support ticket button for assistance. You can also send a direct email to us, anytime, to: support@mywpguys.com.
CAN myWPguys HELP ME SET UP AN SSL CERTIFICATE?
Yes, and there are two parts to the process. First, you need to purchase an SSL certificate and have it installed on your website. Once that’s done, your website needs to be configured to use it. We can help you through both parts of the process. Contact Us to get started.
HOW CAN I UPGRADE MY SUPPORT PLAN?
Visit Pricing section of our website to upgrade/change your support plan or Just drop us a line and we would be happy to match you to the best plan for your needs. Perhaps you are realizing just how much easier myWPguys can make the day-to-day maintenance of your website and want to get the most out of one of our packages. Basic, Premium and Platinum memberships each have their own features – we would be more than happy to find the right one for you.
CAN I PURCHASE MULTIPLE SUPPORT PLANS?
Once you purchase a support plan, you will already have an account and a support license for the first site. You may purchase another support plan for a separate website using your same account.
I NEED A FULL WEBSITE DESIGN, DOES myWPguys DO THIS?
  • Website project, finding the right team to join you on your journey isn’t always easy, but certainly necessary. myWPguys takes pride in designing and developing WordPress websites for businesses and organizations large and small.
  • We don’t just want to be your website vendor. We want to be your partner. We are the team that’s here to take your online vision to market. We would love to hear about your idea, new project, or existing project. Get in touchwith us today to get started!
HOW DOES YOUR TECHNICAL SUPPORT WORK?
  • We use support tickets in lieu of phone calls. We strive to make sure 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 customer dashboard on our website using your customer account. This is the easiest way to authenticate your support ticket. You can also email at any time from the email address associated with your myWPguys account.
IF AN UPDATE BREAKS MY SITE, DOES IT COST EXTRA TO FIX IT?
  • The site is immediately rolled-back to the backup state taken prior to performing the update. The methods for this vary in some cases (due primarily to e-commerce functionalities, if present). From there, you’ll be notified of the issue.
  • The majority of issues are addressed free of cost, however, custom plugins, issues introduced by users, or particularly time-consuming issues may be billable. myWPguys will notify you before charging anything to your account.
DOES myWPguys PROVIDE SEO ASSISTANCE?
We perform On-Page SEO optimization under our Platinum membership plan. We are not an SEO consultancy, however,but can point you in the direction for some fabulous SEO consultants we’ve worked closely with, for us and our clients.
HOW DO I DOWNGRADE OR CANCEL MY SUPPORT PLAN?
In order to start the support plan downgrade process, please fill out our contact form. Our staff will reach out to you and provide instructions.
HOW DOES THE ON-BOARDING PROCESS WORK FOR NEW PLANS?
  • Once you sign up for the plan that makes the most sense for your website, you’ll receive a welcome email with details about how to securely send us your login credentials for both WP admin and FTP. Once we have received this information, we’ll have your plan fully implemented in 24-48 hours.
  • Fully-implemented means that one of our support engineers has logged into the site, connected it to our remote maintenance system, performed a manual test of the remote backup process, and manually perform any outstanding core/plugin updates.
DO YOU OFFER SUPPORT FOR OTHER KINDS OF WEBSITES?
No. We only offer support to WordPress powered websites. However, we can point you in the direction for some fabulous web developers we’ve worked closely with, for us and our clients.
WHAT DO I NEED TO PROVIDE IN ORDER TO USE myWPguys?
All you need to do is register to one of our membership packages. Then, one of our team members will guide through the installation of the myWPguys support plugin and we will take it from there!