Do you cover websites not built on WordPress?
No. We only support sites build on the WordPress platform – we can’t be experts at everything!
Do you provide support for bespoke WordPress sites?
That depends very much on the level of customisation within the site. If it’s been developed using non-standard WordPress stuff, then we may not be able to support it.
Does your support cover hosting/server issues?
If we host your site, yes. If we don’t, we can take a look at any issues as part of your support time. This also covers DNS and email issues too – they are often quite technical, so we can help with those.
I have a load of work that needs doing on my site – will this be covered?
Support plans allow a certain amount of time per month for us to work on the site. If work is not urgent, it can be spread across your plan. If work is urgent, we’d suggest buying some Toast Time to have it done right away.
I am looking for support because my site is broken – can you fix it?
We can fix it before you take out a support plan. We have WordPress Fix products in our shop. Once fixed, we can then talk about ongoing support.
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Is there a minimum contract length?
12 months. However, we’re not contract-toting lawyers, so should things arise that mean you’d need to cancel early, we can have a chat about it.
Do you have a Service Level Agreement?
Yes. We’ve purposefully kept it very simple, and it can be found here.
What happens if I run out of time each month?
Easy. Should you need more work doing in a particular month, you simply top-up your support time here.
What type of work can be done with Support time?
Pretty much anything we offer as a service but bear in mind that this is WordPress Support – not WordPress development. If you have a requirement for a larger project, we can discuss that with you and quote separately.
Are you based in the UK?
Yes. We are based in Oxfordshire and work with clients across the UK. All our team are in-house and employed full-time. We do not outsource support tickets or use freelancers.
You will get to know our team, and they will get to know you. Most Toast Support clients deal with the same team member all the time.
I have several sites – will you do me a deal?
Give us a call. If you’ve more than one site, or one large site and another small one, we can talk about discounts and bespoke support packages.
I have a very large mission-critical website – can you support that?
We’ll need to have a chat on the phone about creating a bespoke support package for you, but we certainly can help.
What is covered by support time?
As a support client, you’ll be able to tap into all our agency services as part of your support contract. This covers work on your WordPress site, design work, consultancy, copywriting, proofreading, image editing and all the other services you’d expect from a large agency.
It also includes meetings (at the Toast studio) should you wish to pop in for a chat.
How to you record and report time used?
We use Zendesk for all support requests (including WordPress support questions). When you raise a ticket, we’ll respond and update the ticket as we work on your request. Once done, we mark the ticket with the amount of time used.
We record all this information and can provide you with a spreadsheet of dates, requests and time used. We’re pretty organised!
Do I need to give you access to my Admin?
Yes – at some point so we can have a look under the hood. Before we do this, we’ll send you our Non-disclosure agreement. This is a formal document that explains what we will and won’t do to your site. It also confirms that we will act in the strictest confidence when working on your site.
What other tools do you use?
We use a wide range of software to monitor and manage sites. For reporting, we use the awesome SEM Rush, SE Ranking, AHrefs and various other tools. We also use Screaming Frog for site spiders, MOZ, and a whole range of other tools.
We’ve worked out that if you personally signed-up to all the tools we use, it would cost you over £300 per month. Taking out a support contract with us gets you all these reports as part of your monthly fees.
Do you do search engine optimisation?
We eat, live and breathe SEO. It’s at the heart of everything that we do. A lot of our support time is used on SEO – in all its forms – from site speed improvements to on-page SEO and content planning – we do everything in-house.
You offer web hosting as part of some plans – do we have to host with you?
No. This is entirely optional. We do prefer to host the sites we look after, but we can work on sites hosted anywhere. It is important to remember that your hosting is equally as important as your site – cheap hosting accounts on shared servers are not always the best option.
Do I get a discount if I don’t host with Toast?
No. It’s an optional part of the support plan.
How do I know you’re any good?
Toast has been working online since 1997. We’ve worked on hand-coded sites, bespoke CMS systems and over the past 7 years, WordPress. We look after over 150 websites for large and small clients and we’re passionate about WordPress and making sure our clients’ websites are as good as they can be.
But you don’t have to take our word for it – if you’d like to speak to some of our existing clients about our service, we’ll be happy to facilitate that.
So you are a real agency, not a bunch of people dotted around the planet?
We work out of a three-story Victorian town house in the heart of Banbury, Oxfordshire with easy links to London and Birmingham. Click here to see the Toast gallery!
Why can’t I sign-up online?
Unlike a lot of WordPress Support agencies, we like to have a look at your site and run some tests on it before we offer you support (and take your money).
Until we’ve run these tests (at our own expense) we don’t know anything about the condition of your site. We can’t promise awesome support if we don’t know what we are dealing with.
Can’t find an answer?
If you can’t find an answer to your question above, get in touch and we’ll be happy to answer any additional questions you may have.