TL;DR
- Regular requests are done within 8 business days, and most days sooner.
- Emergencies get fixed as fast as we can, often the same day. Tell us it’s an emergency.
- Text Beth for emergencies. Email and voicemail can sit unseen after hours.
- Weekends are off, except for true emergencies.
Regular Requests vs. Emergencies
- Regular requests: up to 8 business days, often sooner. Anything not marked as an emergency goes on this schedule.
- Emergencies: a site that’s down or broken, or a donation form that stops working during a fundraiser.
- Hacked sites: on WordPress Support Services, we repair and restore within 24 hours of notification. See Is Hacked Website or Email Cleanup Included in My Plan?
Some fixes need our development team, like code conflicts between plugins. Those join the team’s schedule, so we can’t always promise an exact finish time. We’ll keep you posted.
How to Reach Us in an Emergency
Text Beth’s cell phone. Clients have the number. If sending an email, type the word “Emergency” in the subject line. Most often, email isn’t watched 24 hours a day, and voicemail can arrive hours late.
Our regular business hours are 9 a.m. to 5 p.m. Eastern, Monday through Friday.
Do You Work Weekends?
Not for routine requests. You won’t get replies on weekends, especially holiday weekends. Monday morning is the fastest response.
True emergencies are the exception. If your site goes down during a fundraiser, text us, even on a weekend.
Quick Changes and Deadlines
- Small updates, like adding or removing a listing, are often done the same day or the next.
- Before a launch, event, or promotion, plan on 8 business days. Two business days is too short for anything that needs planning.
- Adding a new system? Give us access early, so we can plan the work.
What Webmaster For Hire Recommends
- Label it. Write “emergency” in your message when it is one. See How to Send Website Change Requests to Your Webmaster
- Save Beth’s cell number in your phone once received, so it’s there if your site is down.
:: Common Questions ::
Will Visitors See a Maintenance Page While My Site Is Repaired?
Not always. During some repairs we need to see the real error, and a maintenance page would hide it. If your site has to go down, we’ll tell you first.
Can I Keep Editing My Site While a Problem Is Being Fixed?
It depends on the problem but it is recommended not to keep working. If the issue is in the editor or a plugin, stay out of the site until we tell you it’s safe.
Want Someone Watching Your Site?
See our WordPress Support Services, or the Webmaster Retainer for regular changes.
