Frequently Asked Questions

If we don't answer your question here, email us.

Pre-Sales

  • If you have a website on the internet, there is no 100% guarantee that your site won’t get hacked. However, our proactive maintenance and monitoring reduce your chances of your website being compromised in any way.

  • Chances are we’ll know this before you will, but if you happen to find out before we do, send us an email at [email protected] and we’ll address it immediately. While the chances are slim that you’ll get hacked under our care (especially if you’re also hosted with us), if you have a website on the internet you’re always a bit at risk. We clean hacked sites for a 1-time fee of $100, which is much less than you’d pay for the service a la carte somewhere else.

  • No long term unbreakable contracts here. We don’t like to make our clients feel “locked in”, so we offer flexible cancellation policies. It also keeps us on our toes!

  • If you’re a FocusPress client with an active subscription and your site is truly “broken” – not loading, some critical functionality stopped working, etc. – we’ll usually fix it within the day that it’s identified. Non-critical support requested within your plan are addressed in 48-72 hours.

  • No, we don’t. We’re WordPress experts and have been working with the platform since 2008. It’s this deep experience in WordPress that makes us capable of providing the level of care for our clients’ WordPress sites that we do.

  • In short, we take “total care” of it, so that it’s not ever a worry of yours.

    We run all updates to WordPress and your plugins and themes every week

    We run full site backups daily and store them away from your main website, to avoid “total loss” in the event something catastrophic happens to your server.

    We monitor your site’s availability continuously and get a notification if it’s down, so that we can fix it before any of your visitors notice.

    We handle small ongoing requests for you, like content changes or addition of a plugin, so that you don’t have to do it yourself.

    We’ll host your site for you, if you’d like, on our enterprise-grade server infrastructure. This comes with additional perks like enhanced security, additional resources for speed, a free SSL certificate, a staging copy of your site, and version controlled code changes! Why wouldn’t you host with us?

    And, we’re here for more if you need it. We’re happy to provide estimates on larger scale work for existing FocusPress clients.

  • We accept all major credit cards securely.

  • Each website requires its own subscription package. You can change the quantity as you’re signing up if you have more than one website for us to take care of.

  • You’ll still have an administrative user (or multiple) on your site. For most clients, this is satisfactory. If you’d like us to grant anyone access to make changes to your site’s files, we typically will grant this permission after a conversation with you to discuss the changes, our process, and the risks.

Support

  • We are available 9am-5pm central time, Monday through Friday for emergency requests. However, you can make support requests anytime by emailing [email protected]

  • Email us at [email protected] or use our contact form.

  • If it’s a one-time thing, just note that in your support request email. If you’d like to have more hours available every month, send us a note in the contact form and we’ll send you an estimate based on the hours you’ll require.

Account

  • You can cancel for any reason, for a full refund, within 30 days. Cancellation anytime after that and we’ll ensure you get a prorated refund and help transitioning your site to new care.

  • In the unfortunate event that you need to cancel your service with FocusPress, you can start the process in your account in the Subscriptions tab. Shortly after, we’ll reach out to you to help get your site care transitioned appropriately.

General

  • Most months, we’re in your site at least 4 times to run updates. If you have support requests for us, we’ll be in there more.

  • We’ve got staff scattered across the U.S., from Los Angeles to New York. Our hub is in Chicago.

  • A lot! We help other FocusPress clients with speed optimization, custom theme design and development, partial redesigns, analytics and SEO, e-commerce setup, and more. If it has to do with WordPress websites, we can likely help you. Send us a note via our contact form to get a conversation started.