FAQs

It’s normal to have questions. Here are a few answers to get you started. For specific pre-sale questions or unique use cases, please contact us to start the conversation.

Maintenance FAQs

Frequently asked questions about our WordPress website maintenance service.

Immediately after subscription to a maintenance plan, our support team will begin onboarding your website. This includes gaining access to the backend of the website and your hosting account, connecting your website to our agency systems, and installing software included in your subscription. During onboarding our support team will also begin optimizing and securing your website.

You will receive an email with what to expect as we move through the onboarding process and how to request care via Care Credits.

Website onboarding generally takes 2-3 business days to complete.

If you have a website built on the WordPress CMS, chances are our website maintenance service is right for you. But, if you’re still concerned about your specific use case, please contact us. Our support team would be happy to answer any of your pre-purchase questions.

We have spent years defining and redefining our WordPress maintenance service to provide the most robust support offering that was designed for small business and mid-market corporations alike. Our comprehensive service covers everything from maintaining a secure website to optimizing content for fast load times. The only service not “included” in our maintenance subscription is access to requesting care and support from experts. However, with Care Credits, you can request help when and if you need it-paying only for the service you need.

Our website maintenance service is conveniently offered by monthly subscription providing you with complete flexibility and control. You can cancel your subscription up to 72 hours prior to your next renewal. Our support agents will begin offboarding your website from our services 24 hours after your subscription has ended.

Yes. For those interested in an annual subscription for their website maintenance plan, please contact us.

We have worked very hard to define a service that is both accessible and valuable to all WordPress website owners. As such, we do not currently offer discounts on our maintenance services.

As part of your subscription, you will receive a weekly website performance report each Monday morning. In this report you will find information on:

  • Updates completed on the WordPress Core software and a log of all plugins updated over the past seven days
  • Results of our most recent Malware Scan
  • Results from our Google Blocklist checks
  • Any IP Lockouts that have occurred
  • Performance test scores
  • Uptime monitoring results
  • Website response time
  • SEO Audit findings
  • Results of our broken links scans
  • Latest backups
  • Standard traffic analytics during the last week

Yes! For more information on our website design and development services, please visit getwithtipsy.com.

Yes. Please contact us to discuss migrating your website to our hosting environment. This service is included free-of-charge to eligible Tipsy Support subscribers.

Care Credit FAQs

Frequently asked questions about website Care Credits.

Care Credits provide subscribers the ability to request care covering a wide range of website-related tasks and concerns. From updating website text to performing minor CSS adjustments, Care Credits enhance our website maintenance subscription by providing you access to experts who can assist in maintaining your website’s content offering you peace of mind that your website is up-to-date and performing at its best.

A Care Credit will generally cover website tasks that take up to 30 minutes to complete. This can include, but is not limited to:

  • Updating text content (e.g., replacing outdated information)
  • Changing images (e.g., swapping out portfolio/gallery photos)
  • Installing or activating plugins
  • Updating plugin or theme settings
  • Fixing minor site errors (e.g., broken links or formatting issues)
  • Modifying or adding menu items
  • Creating new blog posts or pages (with provided content)
  • Adjusting existing page layouts
  • Optimizing on-page SEO (e.g., updating meta descriptions or keywords)
  • Replacing logos or branding assets
  • Embedding third-party tools (e.g., social media feeds)
  • Updating footer or header content
  • Managing redirects or permalink updates
  • Running security scans and fixing identified issues
  • Adding or modifying contact forms
  • Performing minor CSS adjustments (e.g., changing fonts or colors)
  • Updating navigation menus
  • Installing tracking codes (e.g., Google Analytics, Facebook Pixel, etc.)
  • Adjusting widgets and sidebars
  • Clearing cache or running basic site speed improvements
  • Addressing mobile responsiveness issues (small-scale adjustments)

Yes. Care Credits are offered as an on-demand, add-on service to your regular monthly subscription. In order to purchase Care Credits and receive website support, you must be a current subscriber to our services.

You can request website care anytime by submitting a ticket via the Hub.

To maintain our standard of excellence, we are not able to receive requests by email, phone, instant/direct messaging, or in-person.

Most care requests are completed within 1 business day. For more detailed requests, it may take up to 3 business days to complete. 

Our standard hours of operation are Monday through Friday, from 9:00 AM EST to 5:00 PM EST, and closed on all holidays.

We work as diligently as possible to complete care requests quickly and efficiently.

Care Credits are sold in a bundle of three for $75 per credit.

First time subscribers have the option to purchase additional Care Credit bundles at a discounted rate when they first sign up. 

To purchase credits in the future, log in to your Hub account and select “Purchase Care Credits” in the menu bar.

Yes. Care Credits expire one year from the date of last purchase and/or at the time of subscription cancellation. For example, if you have an existing bank of credits expiring and purchase additional credits, all credits will expire one year from the date of your last purchase.

Care Credits are non-transferable. All Care Credit purchases are final.

In order to access Care Credit services you must maintain an active website maintenance subscription with us. If you choose to cancel your subscription for any reason, any remaining Care Credits will be forfeited.

A Care Credit covers a general website task that usually take a maximum of thirty minutes to complete. A list of Care Credit requests can be viewed under the FAW “What type of support do you provide with a Care Credit.”

Care Credits CANNOT be combined for large requests. If a request is considered outside of the scope of a standard care task, a support agent will contact you to discuss your request and share a separate quote to complete.

Care Credits are not applied to tasks or projects quoted separately by a support agent.

Care Credits are required to access our care services. If a care request is received and an account does not have Care Credits, a support agent will contact you in order to purchase credits before completing any request(s). Our agents cannot move forward with any requests without a valid Care Credit.

After completing each support request, an agent will notify you of the remaining Care Credit balance on your account. 

You can onbtain your current balance and expiration date by logging into your Hub account and selecting “Care Credit Balance” in the menu bar.

If a request is received by our support team and your Care Credit balance is depleted, a support agent will contact you in order to purchase additional credits before completing any requests.

Please view “What type of support do you provide with a Care Credit?” for a list of common requests covered by Care Credits. Most single task requests are covered by a single Care Credit, but for larger requests, our support agents may separate your requests.

For substantial changes to the website’s design, new website designs, API integrations, and other advanced needs, a separate quote will be required outside of our Care Credit program. For these requests, a support agent will contact you to discuss your project and supply a separate quote for services.

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