Frequently Asked Questions.
Here are some common questions about our support.
Do you offer 24/7 technical support?
At this time, we do not. Our support hours are 9 AM – 5 PM Western Time (UTC+8), Monday through Friday.
Clients on the Elite Support plan have access to SMS support during weekends.
Additional options for after-hours support are listed in our Support Rate Card.
How will future changes in WordPress impact our site?
To assess the specific ways that WordPress updates (and the direction WordPress is moving in), we would need to provide a formal audit of all plugins and the active theme on the site.
Can you restore the site from a backup to yesterday’s version?
Provided that the backup is available, yes. While we’re happy to restore a site at no charge for any customer, continued usage of this feature may consume monthly development time (if available in your account), and/or incur additional fees. Our support team will notify you prior to charging anything to your account.
What does BitStorm Support do if my website is hacked?
BitStorm continuously monitors customer sites for malware and security issues. Common issues are also manually checked whenever relevant.
Unfortunately, even with proactive monitoring, no one can catch every security issue. In the event a security issue does occur, our goal is to respond immediately within business hours. Valid security concerns are of the highest priority over any and all development work.
Restoring from a previous backup is usually a faster and more efficient method to recover from a hacked website.
If a site issue is detected, who can report it?
For security reasons, no one other than approved parties may request information or support services for a BitStorm customer. The account holder is the default approved party, but you can also assign authorised users to your account. This can be done simply by emailing us with the name and email address for additional authorised users, as well as specific instructions regarding which sites they are authorised for. From then on, they can request our support services with ease.
How does your technical support work?
Typically, we use support tickets in lieu of phone calls. Although we have a small team, we want to make sure that all communication is documented and extremely clear; we’ve found that this makes it easier for our entire team to know what’s going on with your site.
Support tickets can be submitted via our website on your Account page; this is the easiest way to authenticate your support ticket. Some issues may require a call if we deem is necessary, but only after a support ticket has been raised.
What happens if my WordPress plugin is no longer supported?
The plugin is still monitored for issues as before. If no breaking changes or other issues are presented, it remains on the site. BitStorm frequently encounters plugins with a variety of issues; in such cases, the customer is notified of better (and up-to-date) alternatives.
What if an update breaks my site? Does it cost extra to fix?
The site is immediately rolled-back to the backup state taken prior to performing the update. The methods for this vary in some cases (due primarily to e-commerce functionalities, if present). From there, you’ll be notified of the issue.
The majority of issues are addressed free of cost, however, custom plugins, issues introduced by users, or especially time-consuming issues may be billable. We will notify you before commencing any work that cost extra.
Does BitStorm provide SEO assistance?
We do not provide SEO in our support plans, but happy to discuss that as part of a separate project.