Last updated on September 28th, 2019

Frequently Asked Questions

Need Answers? Find them here!

Hi you, if you have questions or at any point you’re confused or too annoyed to dig through this page to find the answer you’re looking for, just call or email us at support@wpknights.co. We want to help you and answer all your questions.

Here are the most frequently asked questions:

What kind of support does WPKnights offer?

Last updated on September 26th, 2019

At WPKnights, we provide technical support, security, optimisation and maintenance services for websites running WordPress.

Our Knights are on duty from Mon-Fri, 9am – 9pm and customers on our standard plans can raise support tickets by writing to support@wpknights.co. Tickets submitted during off-hours are attended to at the earliest during the next business day.

We also offer 24/7 support to customers who require a more personalised service through our custom plans (available on request).

What forms of payments do you accept?

Last updated on September 26th, 2019

We accept payments securely online via Visa and MasterCard credit cards as well as through PayPal.

What are unlimited edits?

Last updated on September 27th, 2019

Unlimited edits INLCUDE edits to content on any page, changing banners, headers or footers, changing plugin settings, minor CSS adjustments, blog content or context edits, adding a new landing page(duplicating an existing one), changing images or text on pages, adding coupon codes or updating shopping carts.
All edits you request will begin to be executed on the next working day.

Unlimited edits DO NOT include custom development (PHP, plugins, themes, etc), updating custom code, graphic design, PSD to WordPress, designing a new page or post, creation of content or building out a new website or subdomain.

How can I raise a ticket and get help?

Last updated on September 26th, 2019

Write to us at support@wpknights.co and our helpful Knights will get back to you by the next business day.

How do I upgrade or downgrade a plan?

Last updated on September 26th, 2019

Please send an email to support@wpknights.co to upgrade or downgrade your plan.

For Monthly subscribers, this will reflect from the next billing month onwards.

For Annual subscribers, we will refund the difference in value of the two plans up to a maximum of six months, depending on how much time is still left in your plan.

Is there a lock-in period? Will I get a refund if I cancel?

Last updated on September 26th, 2019

You can cancel anytime.

If you’re on a monthly subscription, you will get no refund for payments you have already made. Your plan will be terminated at the end of the monthly billing cycle.

If you’re on an Annual Plan, you will get a pro-rated refund upto a maximum value of 6 months’ subscription, depending on when you cancel. For example, annual subscribers in their fifth month will get a refund of six months’ value; annual subscribers in their eighth month will get a refund of four months’ value.

I don’t know which plan would be best for me. Can you help me choose?

Last updated on September 26th, 2019

Our Pricing section has a helpful features list to help you decide which plan to opt for. If you’re still unsure, feel free to contact us here. Our Knights will get back to you with the most relevant plan for your needs.

Do you support websites running WooCommerce?

Last updated on September 26th, 2019

Yes. However, this service is available only for subscribers who choose our Conquer plan and opt to pay annually.

Can you manage more than 1 website for me?

Last updated on September 26th, 2019

Yes. If you have multiple sites as subdomains of a site (e.g. wpknights.com and knight.wpknights.com) they still count as separate sites. Each will be considered a separate billing entity and will have its own plan (each may be different) attached to it.

We also offer a custom Agency Plan for anyone wishing to manage more than 10 websites. Write to us at support@wpknights.co to discuss customisation options including white-label support (ie, if your clients prefer dealing with just you, we’ll offer the support you need to keep your clients at ease.). 

 

 

Does WPKnights work with all hosting providers?

Last updated on September 26th, 2019

Yes, our Knights are experts at grappling with all hosting providers in the universe (and probably the multiverse too).

Can WPKnights handle the hosting of my website as well?

Last updated on September 26th, 2019

Yes, we will be happy to make the appropriate recommendation and oversee the secure transfer of your website.

Can I onboard a hacked website?

Last updated on September 26th, 2019

Yes. However, this service is available only for subscribers who choose our Conquer plan and opt to pay annually.

Do you support websites hosted with WordPress.com?

Last updated on September 26th, 2019

No. However, we’re happy to advise you on how to make the big move from WordPress.com to a WordPress website hosted on your own domain and/or server. It’s exciting and liberating! If you’re ready to make the leap, write to us at support@wpknights.co or simply sign up for one of our standard plans.

How long does speed optimisation take?

Last updated on September 10th, 2019

Like all good things, speed optimisation, too, takes time. But we pride ourselves on being quick — and really good — at what we do. So while there will be no instant fixes, we will offer excellent results in anywhere from 3 days to a week, depending on the complexity of your website. For best results, we may also recommend that you upgrade your hosting solution.

Can I have multiple development teams handling my website?

Last updated on September 26th, 2019

We sincerely believe that too many cooks spoil the broth. The risk is even greater when it’s not a broth but a website! For security and ease of handling, we recommend a single developer handling your website needs.

I want more. Do you offer custom plans?

Last updated on September 26th, 2019

Yes. Our good Knights will be happy to offer you a customised solution should you feel you need more from your WordPress maintenance plan. If your requirements fall outside our existing plans, please write to us at support@wpknights.co with your specific requirements.

What are your usual response and resolution times?

Last updated on September 26th, 2019

You can expect a reply from us by the next business day. Since each case tends to be unique, our Knights will be happy to provide guidance on the resolution time in their response to your query.

Do you offer 24/7 support?

Last updated on September 26th, 2019

Our standard plans do not offer 24/7 support. However, our good Knights will be happy to offer you a customised solution should you feel you need more from your WordPress maintenance plan. If your requirements fall outside our existing plans, please write to us at support@wpknights.co.

Can you restore my site to a previous version?

Last updated on September 26th, 2019

If you’re an existing customer, we can restore it to our most recent backup.
If you’re a new customer, we will be happy to assist you in restoring your website to a previous version if you have the backup files on hand. Please note you will have to sign up for either our Charge or Conquer plan to avail this service.

I need design and development services for my website or mobile app. Can WPKnights do this?

Last updated on September 26th, 2019

Yes and No. You read that right. WPKnights focuses on providing high-quality WordPress maintenance services. For end-to-end design and development, please get in touch with our parent company, SIDDATWORK. The good folks there will be more than happy to create something beautiful, functional and delightful for you. What’s more, you can expect the same quality and attention to detail. Get in touch by email or visit www.siddatwork.com.

Why am I being billed by SIDDATWORK?

WPKnights is the WordPress support, security, optimisation and maintenance services arm of SIDDATWORK, a company that offers boutique end-to-end web and mobile development services. If you require a formal invoice from WPKnights, please write to us at support@wpknights.co.

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