Frequently Asked Questions

FAQs Extended

Processes

What is the Onboarding Process?

Once you sign up for the care plan that makes the most sense for you, you’ll receive a welcome email with information on your plan and details about how to securely send us your login credentials. Once you send login information for your WordPress dashboard and hosting provider, we’ll have your plan fully implemented in 24-48 hours.

The speed enhancements can take up to a week since we have to optimize everything for your unique core files, theme and plugins and we want to be careful not to cause any downtime for your website. So we take our time and make sure this is done right instead of risking potentially compromising your website.

What is the process of the consulting / strategy calls?

Every month, Founder & Trailblazer users may strategize with our team to focus on the growth and improvement of their business. You may contact our team best through our email or phone system.

Our strategy sessions work best over the phone or a video call. Some examples of these strategy calls are screen-sharing updates or training.

Reliability

There are plenty of WordPress maintenance companies out there. Why should I work with you?

We offer 24/7 support. Because I built the business around a 100% remote work environment, we have staff working from here in the US and across the globe.

We give our customers access to premium plugins. Every website on our Perform Plan or Perform Plan Pro care plans gets access to iThemes Security Pro (a $297 value), WP Smush Pro (a $600 value) and much more. This is pretty terrific value considering the overall prices of our care plans.

When you work with Envision Core, a significant part of your payment goes towards helping us donate time to causes we all care about. For example, a significant part of our revenue goes towards the 100% free development time and care plan we donate to herresiliencycenter.org. HER Resiliency Center is a non-profit organization that helps vulnerable young women ages 18 to 25 with the support, skills, and resources they need to make positive decisions and thrive. Through mentoring, workshops, and the support of dedicated and highly trained staff, HER gives young women a path to independence and a different life.

We let our customers speak for themselves. Our team’s highest priority has always been to make customers happy. You can search for us on Google or check out our reviews on Facebook. We think you’ll be pleasantly surprised.

We have a white-label partnership program. Envision Core partners with design agencies, marketing firms and freelancers by offering a simple and effective white-label solution. If you have clients or customers who need ongoing website edits, performance enhancements, additional security or any kind of regular maintenance, we’ll step in as your background technical partner.

Why do we need an ongoing plan if our host updates and backs up WordPress for us?

Not all web hosts are equal. Most do not use the same process we do, testing the updates before performing them on the live site. Furthermore, themes and plugins are created by different developers, who continually update them for compatibility with newer versions of WordPress and to address security issues and bugs. There is no guarantee that an update to WordPress will not break the website or that a theme or plugins will continue to function properly if not updated. Having a professional web consultant on hand to monitor the website is necessary to update, rollback or replace plugins, or adjust the theme for optimal performance.

Why do we need an ongoing plan if we can update the site ourselves?

Consider the amount of time it would take a staff member to continually update plugins, the theme, check the speed and security of the site, etc. Do they know how to address a plugin conflict or check for malware? What if a contact or donation form stops working or the site goes down? (How much will that cost your organization in missed donations or memberships?) Do they know how to back up and restore the site? What are more important tasks they being kept from doing as a result?

What happens if my website goes offline / down?

To help remedy the unforeseen circumstance that your site would go down; our plans include uptime monitoring which will notify our emergency team.

Our team will assess the situation and find the best solution to bring your website back online as fast as possible. Following the recovery, our team will send out a report to inform you of the details.

Why do you perform plugin and theme updates weekly, not daily?

There are a few reasons for this:

1. Sometimes plugin updates are released with bugs. Updating less frequently allows the plugin developer to get rid of these bugs before we add them to your WordPress site.

2. Batching more updates together means an easier manual review. That in turn means a lower probability that something bad will happen or break your website.

3. We’ll be doing all these updates on the weekend when most websites receive less traffic. That means a safer environment and minimal issues for your visitors.

We always make an exception for more major plugin updates, such as WooCommerce. When major updates come out for this, we’ll make the updates far more slowly to ensure that your website remains running smoothly without any hiccups.

Security

How do I send you my login credentials?

You can include a self-destructing link with your login credentials during checkout. Or you can send them to us after you’ve signed up. Get them to us at your convenience.

What if my website is hacked?

Hacks happen, but we use best practices for securing your site without compromising performance. We also place a heavy focus on backing up your website in the unfortunate event that a hack gets through.

If you require more stake on your claim, our Founder & Trailblazer Plans come with a web application firewall to prevent intruders before they get to your website.


My website has been hacked. Can you fix it?

Yes! Just get started with our Perform Plan Pro and we’ll have your site cleaned up within 24 hours. You can also sign up for our Perform Plan and we’ll do the same within 48-72 hours.

What kind of security coverage do you provide?

We partner with iThemes to bring premium WordPress security to your website! Get started with our Perform Plan or Perform Plan Pro and we’ll implement the plugin and optimize it for your unique site to give you the best possible coverage.

We’ll also implement additional security across your WordPress dashboard and server as needed. These security measures are unique for every website we work with, which means a customized solution for everybody.

You can see all the details here: How The Core Does WordPress Security

Support

Will you help me get started with my plan?

We’ll send you a series of introductory emails detailing how to effectively ask for edits, the best screen capture tools and other ways to get the most value out of your plan.

Do you really offer unlimited edits?

We get a lot of questions about our unlimited edits. But it’s true! Unlimited really means unlimited when it comes to the edits we provide. We don’t like to nickel and dime people, so we just ask them to pay for their monthly subscription and we provide the technical support. Easy.

Does the monthly Pioneer support time rollover?

The monthly support time in the Pioneer plan does not rollover. It serves as time slot of the maximum amount of time you can reserve with our team per month. When you request edits or changes; your support time will be queued with our team, which will be addressed with great care and attention.

If you need additional support that requires consistent updates or changes, our Founder & Trailblazer plans have unlimited support time for your needs.


Pioneers' in need of additional hours?

In the circumstance that you need more time for the changes and edits than your dedicated monthly time, we will submit a quote for you to approve separately from your plan.

However, many times we will evaluate requests that exceed your time on a case by case basis, and with approval, work past the time and bill for the time exceeded at our current support rate of $107/hour. Alternatively, you can upgrade your plan to Founder or Trailblazer and our team will complete all changes and edits at no extra cost.

What changes & edits are included in the support time?

All changes and edits include content updates and small design adjustments. For an example, changing plugin settings or site configurations and CSS adjustments.

This does not include custom development (PHP, Graphics Design, PSD), updating custom code, additional graphic designs, PSD to WordPress or any complete build for a new website or subdomain.

Can Envision Core do one-time edits while I’m on a Maintain Plan?

If you need us to provide edits to your website, you’ll need to upgrade to our Perform Plan or Perform Plan Pro. We’re not big fans of one-time edits since we want to work with people who understand their website is a work in progress and want a technical partner who can help them continue to move forward. Plus, when it comes to security and website speed, one-time changes are simply not effective. We want to provide ongoing support to get your WordPress site fast and secure, then keep it that way.

Do you offer phone support?

We have a phone line mainly for messages if you wish to leave one, but our main source of communication is through email and live chats.

Ecommerce

Do you manage WooCommerce websites?

Of course! We provide care plans specifically for the ongoing support of any eCommerce site built on WordPress. Websites with advanced functionality like this require our Perform Plan Pro. Sites like this take more resources for us to manage, so making sure you’re on the right plan means we’ll be able to dedicate what’s needed to keep your website secure, fast and running smoothly.

What are the ecommerce reports

In our Trailblazer Plan every month you will be sent an e-commerce report. The report will tell you your business sales statistics and action steps to improve your eCommerce sales.

Discover

What are strategy calls?

Every month we will schedule a meeting to discuss your goals and objects and make sure what we are doing is helping and any future changes and pivots to meet the business needs.

What are the monthly reports?

Monthly Reports will include all actions done to your site, traffic, & other optimizing information

Usability

My website was not built by Envision Core, can I still be on a maintenance plan?

All businesses are welcome to be under our services. If your website is not originally from us, we will need to do go through an evaluation process. Prior to starting we make a full backup. During the process, we include "Theme & Plugin Updates" & "Uptime & Security Monitoring".

We follow up the process with a complete report that lists any issues to fix; along with action steps to improve the website in order to proceed to one of our maintenance plans. Based on the scale of the website, all evaluation processes are a fixed 3-hour fee.

Does it matter what hosting provider I’m using?

We’ll work with anybody regardless of their hosting provider. We understand that different websites have different needs and that people have realistic budgets that they have to meet.

If you’re looking for a no-headache hosting partner, We do recommend you take advantage of the free migration offered by our trusted WordPress hosting partners. We can’t always improve website speed for our customers who need it when they’re running on a very slow shared server, so in that case, we might recommend an upgrade.

Our partners’ plans are a step up from shared servers that limit your resources and sacrifice both speed and security. They’ve got your back!

Do you have to move my website hosting to implement a care plan?

We will keep your website with its current hosting provider if you don’t want to make the move. We do offer our hand-picked WordPress hosting partners as the perfect option if you’re not happy with your current host and are looking for a hosting partner who will take the lead here. Let us know if you’d like to take advantage of the free migration they offer.

What if I have two or more sites that need to be managed?

Our care plans each cover one single domain (website.com, subdomain.website.com, etc). If you have 3 websites that you’d like us to manage, you’ll need 3 plans, one for each. You are more than welcome to choose different plans for each website.

Cancellation

May I cancel the service anytime?

Yes, you may! Contracts slow growth and we don't like that. If you need to leave our service we will help you quickly through our offboarding process and immediately stop the next payment.

Cancellation requests can be made to the offboarding team through the contact page

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