Do you really offer Unlimited Support?
Yes, we offer unlimited small jobs and communicate with your clients under your brand. Individual tasks are limited to approximately 30 minutes each but there’s no limit on the number of tasks your customers can send.
We’re able to do this because this is all we do — All day, every day. We can resolve most tasks very quickly since we see similar issues across hundreds of customers.
What type of tasks are included?
Beside the advertised features on our website homepage, Our service also covers the following tasks
- Content Updates
- Theme or Stylesheet Adjustments
- Install New Plugins
- Configure Forms
- & much more.
What are your hours and response time?
We strive to complete all tasks within 6 business hours but it usually happens MUCH faster. Our business hours are currently Monday through Friday, 9-5pm EST but we will be 24/7 as soon as possible
Where is your team located?
Our headquarters (if you can even call it that) is located near Birmingham, AL. We’re a distributed team with employees all over the United States, Canada, & South Africa.
What do you do if my website is hacked?
EasyFreeBlog continuously monitors customer sites using ongoing security scans by our partners. 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.
Can you help me set up an SSL certificate?
Yes, and there are two parts to the process:
- You need to purchase an SSL certificate.
- You’ll need to provide us with the certificate information.
We will then install and configure it on your site. Furthermore, We will configure your website accordingly to use it. And yeah! We can help you through both parts of the process.
What if an update breaks my site?
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 especially time-consuming issues may be billable. We will notify you before charging anything to your account.
What do you need in order to set up support on my site?
After you have selected and purchased your WordPress support plan, We’ll manually review your order and activate it. Here, We’ll send you 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, scheduling, backups, customizing themes, and installing plugins).
I have a staging site and a production (live) site. Can you support both?
Your production (live) site is covered under both the Premium and Elite support plans. If, however, you have a separate environment (staging or development) to test updates, you will need to upgrade to our Elite Support plan.
Our Elite Support plan includes connecting your site to a repository, controlled by EasyFreeBlog, and informing you of the updating procedures.
What are the best ways to contact you for support?
We provide several ways for you to contact us. You can always send an email us at any time. Alternatively, You can submit a ticket via our Client Area available at https://my.easyfreeblog.com.
Can I purchase multiple support plans?
Yes. 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.
Alternatively, You can purchase our Elite plan which allows you to get support for up to 3 sites.
Do I have to change web hosting providers?
No, you don’t – but we will most likely recommend one of our preferred hosting partners. Your website is an investment and you should pay for quality hosting. There are a variety of low, medium and high cost hosts we recommend. We’ll help you choose which is right for you and provide a signup link.
How does your technical support work?
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 Client Area 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 account with us.
Am I locked into a contract?
No. We don’t use shady cell phone provider tactics here.
We believe in earning your business month after month, and you can cancel your service with us at any time, risk free.
What’s your refund policy?
We offer a full refund within the first 14 days of purchase of one of our plans. If you’re unsatisfied with your service for anyreason during your first 14 days with us, we’ll give you back 100% of the money you gave us. We don’t offer pro-rated refunds.