FREQUENTLY ASKED QUESTIONS
Your questions,
answered.
These are the questions I get asked most. If yours isn't here, just send me a message.
How do I submit a webmaster request?
I work with clients in one of two ways depending on their preference: by email or through Plutio, a project portal where you can submit requests, track progress, and review completed work. We'll set up whichever suits you best at the start of your retainer.
How quickly will you respond to my requests?
Response time depends on urgency. Urgent issues — such as a site that's down, a broken checkout, or a security incident — are handled as quickly as possible, often the same day. Routine update requests are typically addressed within one to two business days. You'll always hear back from me acknowledging your request promptly.
What's included in my monthly hours?
Your monthly hours cover hands-on work on your website: content updates, plugin and theme updates, security monitoring, speed optimizations, new pages, form changes, image edits, and more. Phone and email support for questions about your hosting, domain, or related tools also counts toward your hours.
What happens if I need more hours than my plan includes?
If a month is particularly busy, additional hours are available at my standard hourly rate. I'll always flag it before going over so there are no surprises on your invoice. If you consistently need more than your plan covers, we can upgrade your plan at renewal.
Do unused hours roll over to the next month?
Hours do not roll over. Each month starts fresh with your full allocation. This keeps scheduling predictable for both of us. If you know a quiet month is coming, it's a good time to get ahead on updates, backups, or any backburner tasks.
Do you work with Elementor, Divi, and other page builders?
Yes. I've worked with most major WordPress page builders including Elementor, Divi, Beaver Builder, Avada, and others. I also work with custom themes and hand-coded sites. If you're not sure whether your setup is supported, just ask — I'm happy to take a look before you commit.
What if my site breaks or gets hacked?
Security incidents and outages are treated as urgent — I get on them fast. Retainer clients receive priority support. I also strongly recommend (and can set up) regular off-site backups so that even worst-case scenarios are recoverable quickly.
How does billing work?
Retainer plans are billed monthly on an annual commitment. Payment is accepted by e-transfer (Canada) or credit card. Canadian clients are invoiced with applicable sales taxes. VIP Super Days require a 50% deposit to secure your date, with the remainder due on completion.