FAQ

Don't see your question? Ask us here.

Outsourcing

NeatlyPressed is fully staffed by our expert web developers that maintain and support your site. Our developers are full-time employees and reside within the USA.

Backups and Disaster Recovery

NeatlyPressed maintains daily backups for all plans. We will restore backups twice per year at no charge. In the event of catastrophic failure at your host we can quickly migrate you to new hardware. Additional restores are available by request at our hourly development rate. We can also supply backup files upon request.

Reporting an Issue

Approved users may request support services for a NeatlyPressed maintained website through our ticketing system, which is available 24/7. For security reasons only approved users may request support services.

Expired or Unsupported Plugins

Clients must provide valid license keys for all paid plugins to be updated. If a plugin is no longer supported, we will suggest alternatives. We can implement the new plugins on your site using developer retainer hours. If needed, additional retainer hours can be added to all plans. Our billable hourly rate is $135.

Support Hours

NeatlyPressed monitors your site 24/7. Our regular support hours are 9 AM – 7 PM EST. Support tickets can be submitted 24/7. We use a ticketing system to quickly respond to and track your site’s issues. Support tickets for Pro and Enterprise level clients receive priority attention and are moved to the top of the queue. Enterprise clients also have their own dedicated account manager for more seamless communication and VIP support.

Plugin Conflict Resolution

If we encounter a plugin conflict when performing an update, we will notify you of the issue and immediately roll-back to the most recent backup prior to the plugin update. Resolutions will depend on the conflict, but the majority of issues are easily addressed free of cost. Additional billable developer hours may be required if the issue requires extra time to resolve or if the issue was introduced by users. If additional hours are needed, NeatlyPressed will consult with you prior to resolving the issue or billing your account.

Security and Hacker Guarantee

NeatlyPressed monitors your sites for malware and hacks daily using the industry leader, Sucuri. In the event of a security issue or breach, we provide cleanup services in all of our plans.

Full Service Code Review and Audit

For an additional cost, we can perform a full service code level audit. This is an in-depth review of architecture, code, themes, and performance optimization. An audit is an essential aspect to enabling long-term sustainability of your website. Cost depends on the complexity of the site and timeline for the project. Please ask us for more details and a consultation.

WordPress Multisite

NeatlyPressed manages WordPress Multisites with Pro and Enterprise packages. We have extensive experience developing and maintaining WordPress Multisites making us uniquely qualified to support your Multisite install.

Web Hosting

We can work with most web hosts. If we run into hosts with outdated hardware, software, or practices, we will recommend the right host for your site. We can also handle the migration to the new host if necessary. Our favorites are Pantheon, Kinsta, and WPEngine.

Additional Client Requested Design or Development

We are happy to help with additional client requested design and development tasks and projects. Our billable hourly rate is $135.

Monthly vs Yearly Plans

Each of our support plans can be purchased either on a month-to-month basis or as a yearly contract (one payment).

Accepted Payments

NeatlyPressed accepts Visa, Mastercard, and American Express through our secure, encrypted payment portal.

Refund and Cancellation Policy

Our plans do not require a contract, however, no prorated refunds will be given upon cancellation. This includes annual pre-paid plans.