Everything you need to know about working together, submitting requests, and how we keep your WordPress platform secure, fast, and up to date.

Website Care & Maintenance

• How often are WordPress core, plugins, and themes updated?
  We run updates on a weekly or bi-weekly cycle. Before updating live environments, we perform compatibility checks to ensure plugins do not conflict with each other or break your frontend layout.
• How do automated backups work?
  Your website and database are backed up automatically on a daily schedule. Backups are stored securely offsite (separate from your primary web host) so your site can be fully restored in minutes if an unforeseen server error occurs.
• How is my website protected against security threats?
  We implement continuous uptime monitoring, firewall protection, malware scanning, and spam filtering. If any suspicious activity or downtime is detected, our system alerts us instantly so we can resolve it before it impacts your visitors.
• What is covered under the 30 minutes of monthly support?
  Your monthly support time is dedicated specifically to technical maintenance, troubleshooting, and bug fixes - such as resolving an unexpected issue if a plugin update affects your site's layout or functionality. It ensures your existing setup remains stable, secure, and running smoothly.
• Are content updates and website edits included in my Care Plan?
  No, general website edits and content changes (such as adding new pages, updating text or images, redesigns, or creating new features) are not covered by the standard maintenance plan. Any requested edits or additions are billed separately at our standard hourly rate. We will always provide an estimated scope and quote for your approval before starting any requested work.
• How do estimates and approvals work for extra work?
  When you request a task that falls outside maintenance, we evaluate the scope and reply with an estimated time and cost. We will never perform billable work or invoice you without your explicit written approval.

Submitting Support & Project Requests

• How do I submit a website update or content edit?
  Email your request directly to support@centnerconsulting.com(opens in new tab). To ensure the fastest turnaround, please include detailed information about the issue or request.
• What is the standard turnaround time for support requests?
  Non-emergency updates are typically completed within 24 to 48 business hours (Monday through Friday, 9:00 AM – 5:00 PM EST).
• What should I do in an emergency (site down, checkout broken)?
  Send an email to support@centnerconsulting.com(opens in new tab) with "URGENT: [Website Name] Down" in the subject line. These tickets are automatically flagged, bypass the standard queue, and alert our on-call technical team immediately.

Billing, Accounts & Ownership

• Do I own my website and content?
  Yes, 100%. You retain full ownership of your domain, content, design, and code.
• How does monthly billing work?
  Care plans are billed automatically on a recurring monthly or annual basis via the payment method on file. You can view past invoices or update your billing details anytime through your Client Portal(opens in new tab).
• Can I cancel or change my plan?
  Yes. Our care plans operate on a month-to-month basis with no long-term lock-in. We ask for a 30-day written notice prior to your next billing cycle if you wish to pause, upgrade, or cancel your plan.

Need Assistance?

Have a question not answered here? Reach out directly at support@centnerconsulting.com(opens in new tab).