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Australian WordPress Support

Below are some of the most common questions we get about our WordPress support services. If you don’t see the answer to your question on our website please send us a message.

Websites hosted by WordPress.com can get support directly here. We support self hosted WordPress.org websites only. If you are unsure there’s more on the difference here.
No, there are no contracts, you can cancel your support membership at anytime.
No, as long as we can get hosting access. If there are any hosting issues or limitations we can work with your hosting company to ensure your website runs smoothly, or transfer you to a new host.
WP Copilot does not provide Website hosting. We work closely with and recommend several services for WordPress hosting in Australia.
We will need a WordPress administrator account and hosting login. Don’t worry if you’re not sure of these details, just let us know if you need assistance.
As a member you can submit a support ticket with the work required or issues to fix. Open a support ticket via the dashboard or by sending an email to our support address. We then begin working on the task and if it will take more than the included 30min of WordPress support, we’ll provide you with recommendations and time estimates. A minimum of 15 minutes is applied to each support ticket opened with the exception of accounts related enquiries.
Up to 30mins of WordPress support time is available during each month of membership. This time can be used for any support tickets but does not accumulate if unused.
We don’t restrict you to 30 minute jobs, simply order extra support time as you need it. Our competitive support packs for WordPress development are 1hr for $99, 3hrs for $269hr (save $28) or 5hrs for $439 (save $56). To ensure we maintain a high availability for all clients we can commit a maximum of 15 hours per client each month.
We don’t do calls over video and screen sharing applications such as Skype or Zoom. If you feel an issue is better described by a video screenshare, loom.com is the answer. With a free account you can record a quick video explaining the issue and send a link in your support ticket.
Members can request WordPress, plugins and theme updates via a support ticket. We take a thorough manual approach rather than automate updates to avoid unexpected issues impacting client websites.
We have support staff available to answer tickets 9am to 5pm Monday-Friday AEST. We do our best to attend critical support tickets outside these hours on weekends and public holidays (website is hacked or down) although we cannot guarantee 24 hour availability.
We have the best talent in Australia for WordPress development tasks. Graphic design, content creation, social media posting, new website builds, Google Ads and other third party platforms are outside the scope of our service unless advised.We also reserve the right to refuse working with businesses or tasks that are racist, sexist, violent, pornographic or defamatory in nature and people that are rude to staff.

We don’t take on website design projects so our team stays laser focused on rapid WordPress support. If you need a new WordPress website you can contact us for recommended WordPress website designers (we’ve worked with hundreds!).
You can cancel anytime via the members dashboard, just select the service you wish to cancel.


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