FAQ

Before you sign up for a monthly maintenance package, we need to make sure that we can successfully help you. We would love to work with you, and there may be a few different options that would work to service your needs, or we may just not be a good fit. Give us a chance to review your site before signing up for a monthly maintenance plan. Send us an email or fill out our form and let us know that you’re interested.

Our website maintenance plans are in place for just this reason, to prevent that from happening. However, we cannot guarantee that it won’t. What we can guarantee is that the preventive maintenance we provide with our maintenance packages monitor your site regularly to keep security protocols in place to thwart any efforts to hack or otherwise break your site. We also will be prepared with full backups standing by at the ready to restore your site back to its pre-hacked status should a vulnerability be detected or create an issue.

Great question! Every website is made up of a series of files and images. In order for any of those to be seen by the public, they have to be saved somewhere and then served to your customers. We will not only help you with hosting, but we will also make recommendations for what works best for your business (e.g., shared hosting, managed hosting, dedicated) and explain the differences and price points.

We hope so! While our packages are tailored for the websites we build, we are always happy to welcome new customers.

To ensure that we would be a good fit, the first month of the plan helps us get familiar with your site. We need to understand how it was built, understand the architecture, and if it poses any security risks or other issues. Included in this process, we perform any required website updates (e.g., plugin updates), begin monitoring the site, and complete a full backup. Most importantly, we will make a list of issues to fix and suggestions for improvement needed in order to proceed with the website on the monthly plan of your choosing.

For the health of your website, we ask that customers leave the updating to us. Website maintenance is an integral part of updating and keeping your site working properly. At Comet Pad we take great care to first backup the website, then check the website, update files, and then check the website again for any changes. Our software keeps a record of the files and plugins that we update so if there is ever an issue, we see what version was changed and are able to revert back to a clean version if necessary.

If a customer makes updates on their own, our team wouldn’t have that record. We update client’s sites based on their care plan to ensure that we take the time to devote to checking your website thoroughly during the update process. If in the event we ever catch a plugin or software issue, it becomes a support ticket and we address it, hopefully before you are ever aware of it. We also take care about which plugins we are updating and single out large updates, such as WooCommerce if you have an online store, as its own task for additional quality control.

If your website is not loading on your end, first check to make sure this is the same experience for everyone at DownForEveryoneOrJustMe.

If your website is down just for you, there are a few things that you can do. First, try clearing your browser history (cache and cookies) and reloading your website. Also, check your internet connection (as obvious as that might sound, we sometimes forget). 

If the website is down for everyone, shoot us an email, even though chances are that our website uptime monitor has already alerted us. We will then investigate what happened and what needs to be done to get your site back online.

We would hate to see you go, but we understand that sometimes things change. Should you need to cancel your existing plan, simply email our support team and cancel your subscription. You will get a confirmation email back letting you know that it was successfully cancelled.