Frequently Asked Questions
Answers to the questions we hear most, organized by topic. Can’t find what you’re looking for? Reach out and we’ll help directly.
General
WpPatrol is a WordPress maintenance service that handles updates, backups, security monitoring, and support, so you don’t have to. We offer monthly subscription plans and one-time fixes, with a client portal to manage your plan, track support tickets, and download your site reports.
We serve clients worldwide, with pricing available in multiple currencies and support in English and French.
No. We handle all the technical work. You just need to grant us access to your WordPress site, and we take it from there.
Yes, our plans work regardless of which host your site is on.
Yes. Our Business tier includes dedicated e-commerce support for WooCommerce stores.
Yes. We support major LMS and membership plugins, such as LearnDash, LifterLMS, and MemberPress, as part of our maintenance coverage.
Plans & Pricing
Three tiers: Essentials, Growth, and Business, each with increasing levels of support, performance optimization, and coverage. See our Plans & Pricing page for full details.
Yes. You can upgrade or downgrade at any time from your client portal. Changes take effect at the start of your next billing cycle.
Pricing is shown and billed in one of our available currencies, typically detected automatically based on your location. You can switch currencies manually at any time using the switcher in the site header.
Not currently. All plans are billed monthly with no long-term contract, so you’re never locked in. Annual billing is planned for the future, and if you’re already signed up, we’ll let you know as soon as it launches.
There’s no free trial, but there’s also no setup fee and no long-term contract. Every new plan starts with a free baseline health check on our end, so we know exactly what we’re working with from day one, and you can cancel anytime if it’s not the right fit.
Your plan stays active until the end of your current billing period. There’s no penalty for canceling, and you can resubscribe anytime.
Response Times & Support
Urgent issues, like a hacked or down site, get a response in as fast as 4 hours depending on your plan. Routine requests are handled within 24 to 48 hours. See our Plans & Pricing page for the full breakdown by tier.
Urgent covers things like a site being down, hacked, a critical security incident, or a broken checkout on e-commerce sites. Normal covers content edits, minor bugs, and general questions.
For general or pre-sale questions, you can reach us by email. For anything related to your site, your subscription, or a request within the scope of your plan, please submit a ticket through your Client Portal’s Ticket Center, this keeps your request tracked and ensures it’s handled within your plan’s response time.
Security & Guarantees
Business tier plans include a hack cleanup guarantee, meaning cleanup is included at no extra cost if you’re compromised while your plan is active. On other plans, cleanup is available as an Emergency Fix, offered on a “fixed or you don’t pay” basis.
Yes. Security scanning is included on every plan as part of your regular maintenance, not something that only kicks in after a problem happens.
One-Time Fixes
No. We offer one-time fixes for routine issues and emergencies, with flat, upfront pricing, in addition to ongoing subscription plans.
Onboarding & Access
Typically administrator-level or scoped access to your WordPress admin. We recommend a dedicated admin account rather than shared credentials, for security and accountability. In some cases, for certain subscriptions or one-time fixes, we may also need cPanel or hosting-level access. When that’s needed, one of our agents will open a support ticket, and you’ll be asked to share that access only through the Ticket Center, never by email or any other channel. Once the work is complete, we’ll ask you to remove or change that access.
During onboarding, we’ll walk you through the safe way to share access with us. For your security, never share login credentials or access details over email, chat, or any other channel, only use the secure method we provide during onboarding. This protects you from anyone impersonating WpPatrol to gain access to your site.
Every new plan starts with a free baseline health check on our end, so we understand your site before any work begins. There’s no separate onboarding call required, though you’re welcome to reach out with questions.
Billing, Refunds & Privacy
Subscription plans don’t include refunds for partial months, since you can cancel anytime and won’t be charged again. One-time fixes are handled case by case, and refunded if we’re unable to resolve the issue. See our full Refund Policy for details.
We take data protection seriously across every market we serve, including GDPR, UK GDPR, Switzerland’s FADP, and Canada’s PIPEDA. See our Privacy Policy for full details.
Every new plan starts with a free baseline health check on our end, so we understand your site before any work begins. There’s no separate onboarding call required, though you’re welcome to reach out with questions.