FAQ

FixRunner Frequently Asked Questions

Have questions? We’re here to provide the answers and ensure your website runs smoothly, so you can keep your business moving forward.

Do you offer 24/7 support?

Yes, we provide round-the-clock support. In fact, you can contact us at any time via the contact form, chat, or phone. Simply let us know how we can help you.

When will I pay for the service?

We want to ensure our customers are happy, which is why we charge the payment only after we fix the problem or provide the help you need. In other words, we prioritize your satisfaction above all. Once the service is completed and you are 100% satisfied, then and only then will we send you a payment link.

How fast will you address my support requests?

We are committed to providing rapid responses to all support inquiries. Specifically, for urgent issues, our team begins working on your website immediately. In contrast, for non-urgent matters, we typically respond within 5 minutes to one hour, depending on the task’s complexity. Although some tickets may need additional time, rest assured that all will be resolved within a maximum of 24 hours.

Do you work with all WordPress themes and plugins?

Yes, we do! Our team is very experienced in working with all WordPress themes and plugins. Furthermore, our service is recommended by some of the best WordPress companies in the world.

Do you offer support for e-commerce websites?

Yes, we do! Indeed, our team is trained to support various types of websites, including e-commerce sites. In other words, whether you’re using WooCommerce or another e-commerce platform, we have the expertise to support you.

Why do you require a minimum of 3 months for your care plans?

As soon as you join one of our care plans, our team will perform speed optimization, security checks, and a website health check. Additionally, we will also connect your site to our maintenance system. Although this process typically takes time, we do not charge anything for the setup. Furthermore, the initial setup is 100% free, and you only pay for the support hours. That’s why we ask for a minimum 3-month commitment. However, if you are not satisfied with our service within the first 30 days, you can cancel and receive a full refund.

Can I cancel my WordPress support package at any time?

We hope you will be delighted with the WordPress maintenance service we provide at FixRunner.com and remain a long-standing customer. Nevertheless, you can cancel your WordPress care plan at any time.

Can I upgrade or downgrade my WordPress maintenance plan?

Absolutely! We understand that your needs may change over time. “In addition, you can easily upgrade or downgrade your plan at any time. Simply contact our support team, and we’ll help you transition to the plan that best fits your current needs.

How to Upgrade or Downgrade Your Plan:

First, contact Support: Reach out to our support team via email or live chat. Provide them with your current plan details and the plan you wish to switch to.

Next, Seamless Transition: Our team will guide you through the process, ensuring a smooth transition without any disruption to your service.

Finally, Immediate Effect: Changes to your plan will take effect immediately, so you can start enjoying the benefits of your new plan right away.

What if I need more support time than my plan allows?

No worries! “Even though we always strive to complete tasks within your plan’s allocated time—and most of our customers do not require extra time—we understand that sometimes you might need additional support. In such cases, therefore, you can purchase extra support hours at a competitive rate.

Moreover, if you use all your support hours, we will reach out to you with a detailed report of the time used and ask if you would like to add more hours. Rest assured, we will never surprise you with an unexpected bill.

How do you track the time you work on my website?

We use software called Time Doctor. In fact ,every support agent at Fixrunner has this software installed on their device, and when they start working on your website requests or issues, the time they spend on the task is recorded. For example, if they work only 5 minutes on your request, then only that time is deducted from your support hours.

As a result, you pay only for what you use.

If I didn’t use the support time on my care plan, will it transfer to the next month?

We understand that some months you may not have any requests, whereas in other months, you might need more support. Therefore, we calculate the time of use on a quarterly basis.

For instance, if you joined the Rocket plan, it means you have 6 hours of support over the course of 3 months.If you used 1 hour of support in the first month, you can then use the remaining 5 hours anytime within the next 2 months.

Finally, the calculations are based on a quarterly cycle, and your support time will be renewed every quarter.

Can you help with WordPress speed optimization?

Absolutely! Indeed, speed optimization is a crucial part of our service. As a result, we’ll optimize your WordPress site for faster load times, improving user experience and potentially boosting your search engine rankings.
Important note: Some customers want to pass Google Core Web Vitals. While we are confident we can improve your Core Web Vitals, we strongly recommend you read this article before you join any of our services.

Therefore, If you are looking to pass Google Core Web Vitals we recommend you first schedule a free review with one of our support agents.

What security measures do you implement?

First and foremost, we take WordPress security seriously. Moreover, our plans include regular security scans, malware removal, firewall setup, and implementation of best security practices. In addition, we continuously monitor your site to keep it safe from threats.

Why choose FixRunner over other support companies?

At FixRunner, we go beyond standard WordPress maintenance services. In particular, here’s what makes us stand out:

Lightning-Fast Support: We provide an immediate response to urgent issues and ensure quick turnaround on all support tickets. As a result, there’s no more waiting days for simple fixes. In other words, you can expect efficient and timely assistance whenever you need it.

Unmatched Reliability: 24/7 expert support, coupled with proactive monitoring to prevent issues. Above all, we provide consistent, high-quality service you can depend on.

Cost-Effective Solutions: We offer competitive pricing with no compromise on quality. Furthermore, we provide flexible plans to match your needs.

WordPress Expertise: Our team consists of seasoned WordPress professionals. Furthermore, we stay consistently up-to-date with the latest trends and best practices.

Transparent Communication: We provide detailed reports and clear explanations. Furthermore, we are committed to keeping you informed at all times.

Affordable Plans: We offer budget-friendly support options and scalable packages. Furthermore, you’ll get great value for money with our all-inclusive features.

Just check our reviews to see why thousands of website owners trust FixRunner for their WordPress support needs. In fact, our reputation speaks for itself.

Testimonials

Hear From Our Happy Clients:

Real Stories, Real Results with Our WordPress Maintenance Packages

Justin Walthall

★★★★★

Most prompt company I’ve ever dealt with.

Prompt in answering questions and fixing issues. Moreover, their quick problem-resolution and reliable service provide invaluable peace of mind. In fact, it’s like insurance for my website!

Date of experience: March 11, 2024

Doug Weber

★★★★★

Could not be happier

I’ve used FixRunner for two years for my busy local news blog. Indeed, they’re indispensable, resolving almost all issues within an hour, anytime. Furthermore, always gracious and clear, FixRunner is my go-to for any problem.

Date of experience: July 07, 2023

Runar Halonen

★★★★★

Fixrunner has incredibly good service

If you need help with your WordPress site, trust the FixRunner team. I’ve used their Rocket Plan for years. They respond within minutes, 24/7, and solve problems quickly. Highly recommended! Thanks, FixRunner team.

Date of experience: April 20, 2023

Jacqueline Smith

★★★★★

Fixrunner is Superb!

The team at FixRunner is amazing! ! In addition, they go above and beyond with extremely fast response and resolution times. Using them for years has allowed us to focus on our business, not technical issues. Overall, their service is exceptional!

Date of experience: December 08, 2021

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