What reporting do you offer?

Each month you will receive an automated report. This covers off our key service areas and gives you peace of mind that we are on top of your WordPress websites requirements.

Your monthly report includes the following sections:

Updates:

Here we highlight any WordPress core, plugin and theme updates that have happened in the last 30 days. The version numbers and specific dates of the changes are all included.

Uptime:

This details as a percentage, the uptime (when your site was live and not ‘down’) for the last 30 days. If there was downtime, we detail the date and time(s) it occurred.

Analytics:

We provide a snapshot of your Google Analytics report, covering off key metrics such as; sessions, page views, top referrers and pages receiving the most visits. More detailed reports can be created upon your request.

Security:

In this section we provide the status of your site against malware, vulnerabilities (out-dated plugins etc) and Web Trust searches, more info on this here. We also provide you a log of when the scans took place and when the most recent scan was completed.

Performance:

The performance section documents your WordPress websites score with key metrics such as load time, page size and total number of requests. You also receive a PageSpeed and YSlow Grade!

SEO:

You can ask us to track up to 10 keywords for your website. Each 30 days we will give you an update on the keywords positions in Google and also rank you against your top 10 competitors for this set of keywords.

Click here to download a sample report

Who do we contact if our website goes down?

Us! That’s the beauty of WP Perk. We are your single point of contact for all of your website support and in rare cases, emergencies. You can contact our team via your support dashboard, at [email protected] or on 1300 072 134.

Our team will first look into restoring your website and getting you live. We will then reverse engineer the scenario to find out what went wrong and how to prevent it from happening again.

What security checks do you run?

Once your website is imported into our WordPress management tool, it will be checked on a daily basis in the three key areas below:

1. Core WordPress updates
Your installation will be kept up-to-date to ensure that you are receiving the maximum protection as supplied by the WordPress community.

2. Plugin updates
Where plugins have updates available, we will ensure to add and test these on your website in a timely manner. This ensures you will be protected against any known vulnerabilities reported to the plugin authors.

3. Screening for malware
Regular screening ensures that we will be automatically alerted of any malware that has been detected on your WordPress website.

4. Domain check with web trusts
Your website will be checked with the 9 web trusts listed below to ensure your websites and users safety:

  • Google Safe Browsing
  • Norton Safe
  • Phish tank
  • Opera browser
  • SiteAdvisor
  • Sucuri Malware Labs blacklist
  • SpamHaus DBL
  • Yandex (via Sophos)
  • ESET
Do you offer email accounts?

Yes, we are a Google Authorised Reseller of Gmail for Business. These are premium email accounts that are kept isolated from your website server. No POP accounts here!

We also get a small discount from Google that we pass onto our clients. We find this a popular option, as our clients end up with a single point of contact for all of their website and email needs.

Let us know if you need a hand with some email accounts.

Where are your servers located?

Most of our client base is located in Australia, so unless specified otherwise, you can assume your site is hosted in Sydney. For clients that are based elsewhere we also have servers in five US locations and in the UK for a small additional fee. We will talk you through options if this applies to you.

Our physical, dedicated servers in Sydney are managed by WP Engine. For those in know, this comes with some serious ‘street cred’. We are happy to talk you through our setup in more detail if needed.

We also use a combination of two Content Distribution Networks (CDN) including CloudFlare and MaxCDN, depending on your requirements.

Do you offer special pricing for agencies?

We sure do and it’s super easy! We take care of all the client billing and process your commissions monthly. This enables our agency clients to focus on their future builds, whilst we look after their existing customers’ websites. Cool huh?

Send us an email at [email protected] or call 1300 072 134 to discuss options with Heath.

Do you offer refunds?

If you are not happy, we would be surprised, but you can cancel at anytime. We will simply retain any funds already paid for your current subscription period and disable the automated payments. Send us an email at [email protected] if this is something you need.

How do we contact the support team?

We have 3 convenient methods:

  1. Email us at [email protected]
  2. Call us on 1300 072 134
  3. Log a support ticket from your secure support dashboard on our site.

All options will put you in contact with our expert team. Where required, your request will be added to our support ticketing system, ensuring full transparency and frequent updates on your request.

Who are you guys?

We are the team from Wolf IQ. A boutique website agency headquartered in Sydney Australia. We design and develop websites for diverse range of clients and industries. WordPress is our platform of choice and we have developed some amazing methods to manage these websites for our clients.

We created WP Perk due to a significant amount of new clients coming to us with existing WordPress sites. Generally, new clients come to us for help with one of the following reasons:

  1. They are unhappy with the performance of their current developer or agency
  2. Their site done overseas and their freelancer has simply disappeared
  3. Someone was managing their site internally, but are now either too busy or the sites requirements exceeds their abilities
  4. Their agency has grown and now has too many sites to manage on a daily basis
  5. They are an industry professional that needs some advanced help within the WordPress and hosting environments

 

What payment types to you accept?

We accept credit card payments with VISA, MasterCard, AMEX and Dinners Card as well as Apple Pay for those tech savvy clients. When you sign up, you will be automatically charged the subscription fee month-by-month.

If you don’t have a credit card, let us know via [email protected] to arrange an EFT option. We will send you an invoice either monthly, quarterly or yearly for EFT payment.

Do you recommend any plugins or themes?

Having worked with hundreds of different WordPress websites, we have seen many different combinations of plugins and themes. As you are probably aware, not all of these are created as equals. There are definitely some that stand out as better options for many reasons.

We don’t necessarily provide a comprehensive list of plugin and theme do’s and don’ts (there are plenty of online articles for this). Instead we look at your unique requirements and combination of theme and plugins. We generally know which ones play ‘nicely’ together and which do not. If we find either a poorly coded plugin or theme or a combination that is known to have conflicts, not only will we notify you about it, but we will either fix the conflict or recommend a more stable combination.

Additionally, we also hold a healthy toolkit of licenses that we are happy to share if and when needed.

What does your backup setup look like?

We run daily automated backups for your website. One is on the website server for quick restore purposes and the other is held at an offsite location for data redundancy purposes. These backup scripts trigger in the early hours of the morning and are able to be restored on top of a broken site within 2 – 15mins depending on the size of your site.

Daily backups are held for up to 30 days and you can request a copy of your entire website and database from us if needed. This is limited to once per month within your subscription, however additional backups can be provided for an extra fee.

We backup both the database and file structure.

What are your average support wait times?

Most quick tasks (under 30mins), received before 1pm Sydney time, will be completed within the same day. After 1pm, these quick tasks will be completed within 24 hours.

For the longer more involved tasks our support team will give you an indication of time frames upon reviewing your request. In most cases, you can watch the developments take place in real-time on your own staging website.

If you have a mission critical/urgent requirement, for example, you thought it would be a good idea to install a plugin on your site and it has now crashed, then we will work on your site as a priority to get it live again. There’s a good chance our automated tools would have sent us an alert by the time you contact us as well.