Frequently Asked Questions

• We offer 24/7 support. Because Web360 was built around a 100% remote work environment, we have staff working from here in Canada and across the globe.
• Our customers get licenses to premium plugins. Every website on our maintenance plans (except for Startup) gets access to iThemes Security Pro, WP Smush Pro and WP Rocket. This is an awesome value considering the overall prices of our care plans.
• We provide unlimited edits options. All our customers subscribed to the Growth plan and up have the luxury of delegating their annoying edit tasks to our team.
• We have a white-label partnership program. Web360 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.

People are always skeptical about this and YES, "unlimited" means unlimited. As long as you are under our Custom plan, you can edit as many times a day as you want, every single day if you need.

Under the Scale plan, we can edit as many as 4 jobs a day, each day.
Under the Growth plan, we can edit 1 job, each day.

Unlimited edits include edits to content on any page, changing banners, headers or footers, changing plugin settings, CSS adjustments, blog content or context edits, adding a new landing page, formatting landing pages, changing images or text, adding coupon codes or updating shopping carts.

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

EDIT EXAMPLE 1

Included: You want us to upload blog content that you created with attached images that have been sent and format for WordPress with instructions

Not included: You want us to create a blog post, find images and upload to WordPress with no instruction for formatting

EDIT EXAMPLE 2

Included: You want us to add a new product to your WooCommerce store (for which you've provided all needed content).

Not included: You want us to create a custom checkout process for your WooCommerce store.

EDIT EXAMPLE 3

Included: You want us to install and set up a plugin to use its built-in functionality.

Not included: You want us to create new functionality that doesn't exist in a plugin. (This would require custom development which may be available at an hourly development rate.)

EDIT EXAMPLE 4

Included: You want us to take the text that you emailed to us and use it to replace the current content on your About page.

Not included: You want us to write content for or design your About page.

We'd be happy to help you with custom development as well. That kind of project is fully covered by our hourly work.

When it comes to security, we got you fully covered. Along with iThemes, we also partner with WordFence, WebArx and Sucuri to provide your WordPress site with premium security.

All sites are different and will be treated according to their unique needs to allow for maximum and optimal security. This means that once we assess your site, we'll know which plugin to implement, which not to, and how to configure them.

Our AI-based monitoring software checks the status of your website every minute, 24/7 and 365 days/year. It notifies us each time your website goes down and why it went down. It constantly scans for malware, error codes and blacklisting.

We significantly increase the speed of your website by manual optimization and by configuring premium plugins to your website. WP Rocket and WP Smush Pro are two of these premium plugins and they will allow for premium caching and image compression to your website.

During onboarding, our team does a full audit of your website and hosting environment. This allows us to create and execute a unique plan for your website to significantly lower loading time.

We also keep your website fast on an ongoing basis. Getting your website to load quickly is one thing, but keeping it loading fast over the long-term is a real game-changer.

While it is our goal to achieve 1 second loading time or less on all our clients' websites, we do not promise as every website is different and depending on certain aspects of the website, it may be impossible to achieve loading time under 2 seconds! For example, if your website is on shared hosting (alongside 20,000 other websites) and has 20 Google Ads serving external content, chances are your website will be slow.

This being said, the majority of the websites we manage load in under 2 seconds, which is the recommended loading time to hit according to Google.

Also, if you take our speed engineers' advice, ensure your website is on appropriate hosting and do a great job balancing marketing & growth needs with minimalist speed optimization techniques, achieving loading times under 2 seconds should be no problem.

We offer one-time speed optimization for $399.

That said, speed optimization is an ongoing process. Your website will load faster once the optimization process is finished, however, it will slow down eventually; factors such as plugin updates and traffic increase the load time overtime.

This is why we highly encourage going on a plan; this way you can be guaranteed that our experts will optimize your site, not just now, but continually.

Yes, of course, the cost of edits will be by the hour (120$/hour). If you wish to have edits included in your monthly subscription, you will need to upgrade to our Growth Plan, Scale Plan or Custom Plan.

Absolutely! Web360 will perform malware removal on your site and it doesn't matter which plan you're on.

Our WordPress experts will scan your site, clear out all malware and check for any vulnerable areas such as outdated and vulnerable themes or plugins.
Once that's done, our experts will create a security setup to harden your website to protect against future attacks.

We do offer custom development as a supplement to our ongoing maintenance plans. If you have a larger project that requires custom work and is outside the scope of our maintenance plans, we're happy to do it as an addition to our ongoing maintenance of your website.

Custom development is $120/hr. You'll detail the project to our technical team and we'll give you an accurate estimate of how much time it takes. We'll start working only once you give us the green light to move forward.

All Web360 plans (except for Startup) will have full access to these premium plugins:

• iThemes Security Pro
• WP Rocket
• Elementor Pro

We sure can! We partner with multiple hosting providers who we've worked with closely over the years.

We manage multiple websites with each of our preferred hosting providers so we can vouch for their hosting quality, customer support and focus on speed.

Most importantly, all our preferred hosts provide free migrations for signing up with them. 

Our team will be happy to recommend the hosting provider who we think will best fit your websites' specific needs (including wanting the site to load faster). Once you sign up with your new hosting provider, we'll work with both you and them to oversee the migration of your site. Their migration team will execute the migration but our team will ensure everything moves over smoothly with no downtime.

Once the migration is complete, we'll take over the management of your hosting environment for optimization to make sure your website is maximizing its new, fast server!

Once you sign up for one of the maintenance plans,  you'll receive an order confirmation email + a welcome email with details about loging into your dashboard and 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. This includes a 200+ item checklist to get your website fully optimized.

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.

And of course, we'll keep you updated with our work as it happens via email. We make the whole process totally transparent!

You can expect to receive your first weekly report the first Monday after you sign up with us. If you sign up over the weekend, we may send your first report the next Monday to make sure we have everything ready before reporting back to you.

There are 2 ways;

1. Reply to your welcome email just after you check out with all your login credentials.
2. Once you checkout, you will receive an email leading you to log into the Web360 dashboard. On the dashboard, input your login credentials.

Both ways ask you to use a self-destructing link to ensure our team are the only people who can receive your usernames and passwords.

Absolutely not, we don't discriminate!

Of course! We urge everybody to start with a monthly plan so you can get to know us and how we work. Handing over the keys to your website is a big deal so our highest priority is to build a strong relationship with you.

Once you've worked with us for a bit and know how awesome we are, you can take advantage of our discounted pricing and move over to a yearly plan anytime. Just email us or hop into livechat and we'll make it happen. It's that easy.

Nope! Your site stays where it is, and we'll take care of the rest!

Yes, you can.

Yes, absolutely! Many of our clients have membership sites.

Membership and payment data is a huge responsibility, so we're well aware that security and functionality is a big deal in this department. You can rest assured that our team of experts will keep your site safe, clean, and well monitored. Our team is familiar with the latest and most popular membership plugins, and our monitoring software is designed to make sure logins work smoothly.

The following count as "advanced functionality:

• eCommerce (WooCommerce, Easy Digital Downloads, WP Simple Pay, etc)
• Membership (MemberPress, Restrict Content Pro, s2 Member, etc)
• Learning Management (LearnDash, LifterLMS, Sensei, etc)
• Multilingual (WPML, Polylang, qTranslate-X, etc)
• Outside API/software integrations

Note: other technologies (especially new ones) that are not listed here may require a Scale/Enterprise plan. Our experts will advise you after initially assessing your website.

At the moment we don't ... but it is a plan for the foreseeable future!

At the moment we don't, unfortunately.

Yes, of course! Our team thoroughly manages both production and staging sites under all plans.

If your site has advanced functionality, we'll take care of all of the updates on the staging server first, before transferring the changes over to your live site. This way, there won't be any downtime.

We will manage as many sites as you need. Whether it's 1 or 20, we will give each their individual attention and care.

Note that one plan covers one single site, domain, subdomain or WordPress installation. If you have 4 websites that you'd like us to manage, you'll need 4 separate plans. If you have multiple sites as subdomains of a site (e.g. 'hello.com' and 'subdomain.hello.com'), they still count as separate sites.

You can choose different plans for each website depending on their needs.

To keep our services feasible and affordable, we provide customer support through live chat and email. Live chat is available to customers under the Growth, Scale and Custom plan.

Prompt and quality customer service is a big deal to us because we know too well that customer service is everything! You'll soon see how effective, fast and pleasant our live chats and email support is!

The response time really depends on the ticket. Here's how it works:

1. When you send in a support ticket, you will receive an automated response right away, if it is submitted correctly into our system.
2. Within 2-6 hours, you will receive a response email from a Web360 expert that we have opened the ticket, we are looking at the complexity of it and will let you know when it has been resolved.
3. Within 24-48 hours, you will receive a resolution email with the changes made on that ticket.

If the ticket is complex and the Web360 expert needs more time, they will let you know if it is outside of that 48 hour window. Communication is key here with response and resolution times, we've got your back!

Our entire support team is Canadian. This means that we all speak English!

Yes! Web360 does the full 360 when it comes to managing your WordPress website.

Our goal is to relieve you from all website-management tasks, and this includes reaching out to your website's plugin or hosting companies if there are any technical issues. S0, if updates are causing conflict issues, or if your hosting company's server goes down, don't lift a finger and worry about waiting on hold on the phone; we're there for you.

Web360's sites, including its user dashboard and e-mail communication, are encrypted.

We take security very seriously. It's what we're about after all!

Absolutely! Web360 has been GDPR-compliant since its inception.
If you'd like to know more about it, please check our Privacy Policy

We're proud to say that YES we do! It's one of our ways of giving back to the community.

All non-profits will receive 30% off the price of our services.

Life is volatile and that's why our maintenance plans are flexible; you can cancel anytime.

Our monthly plans are therefore non-refundable, as we provide service the moment you sign up.

If you're on the yearly plan however and choose to opt-out before the year is over, we will only charge the months you have used our service at the regular monthly rate, and we will refund the remainder of the year.

Unfortunately, we can't continue servicing websites that are no longer covered under our care plans.

If you decide to cancel your Web360 subscription, you'll lose access to our license to be able to run the plugin.
Of course, you can continue using any of these premium plugins by purchasing your own copy of the plugin.

You sure can!