Frequently Asked Questions

If you don't find an answer to your question here, ask us!

General

What’s with the Woodsmen and the outdoor theme?
Our team loves nature and all sorts of outdoor activities. Playing outside balances out all the time we spend inside on our computers and keeps us happy. We chose the name WebWoodsmen and injected woodsy themes into our website to reflect that and pay homage to the great outdoors. Plus, it gives us an excuse to blog about two subjects that we’re passionate about! Check out our blog for posts about IT-matters-made-simple, plus the occasional nature- or outdoor-related post.
Who designed your branding?
Our logo, branding and artwork were produced by the talented Ryan Weaver.

Payments and Billing

What methods of payment do you accept?
For online or subscription services we accept credit and debit cards from Visa, Mastercard and American Express.
Do you charge tax?
We are based in Alberta, Canada and collect GST or HST from Canadian customers. We do not collect tax for customers outside of Canada. Customers outside of Canada are responsible for any tax obligations that may exist in their country of operation.
What currency will I be charged in?
We charge in Canadian Dollars (CAD). Folks with non-CAD cards/accounts will be charged an equivalent amount in their card’s currency. In summary, you pay in your card/account’s currency and we get paid in CAD. The amount you pay will fluctuate slightly with exchange rates, but unless your chosen currency goes into hyper-inflation overnight, the fluctuations shouldn’t be too drastic!

Terms of Service and Privacy

What are your Terms of Service?
Our Terms of Service can be found at www.webwoodsmen.com/terms-of-service.
What is your Privacy Policy?
Our Privacy Policy can be found at www.webwoodsmen.com/privacy-policy.

Website Warden

How do I get my login information to you?
For security, we review every sign-up manually. Once your subscription has been approved, one of our front end team will be in touch to discuss login information as well as to have a chat about your website and expectations for the service.
How can I find my WordPress login?
This would have been set when your WordPress install was first set up. If you do not have the login details, you should contact the person who first installed your WordPress website. If your are still having trouble, let us know and we may be able to help.
How can I find my hosting control panel login?
Your host should have provided this when you signed up with them. If you are having trouble locating login credentials, please contact your web host.
Are there any special requirements for my WordPress install?
Yes. But your web designer should have done them already. One of our front end team will talk to you about it after you sign up. But basically, we want to make sure the updates we perform don’t overwrite customized parts of your website. An example of this would be making sure your web designer used a child theme (or similar protective measures) when customising your theme. If you’re not sure what we’re talking about, don’t worry. It will be covered as part of your onboarding.
Are you my new web host and do you manage my hosting?
No. WebWoodsmen does not offer hosting and we have no plans to do so. We also do not act as a middleman between you and your host. We believe that a direct relationship with a quality host offers you the most benefit in terms of cost, time savings and customer service. By being set up directly with a great host, you have an account with the guys who actually own the servers and can talk to their customer support (and get a response) 24/7. If you’d like help in finding a fantastic new host, try Host Scout or check out our Best Hosts page.
Do I have to change web hosts?

No. If you are happy with your web host, we won’t force you to leave. We monitor many different metrics of your website and if it looks like your web host is slowing your site down, causing you unnecessary downtime or otherwise detracting from your site, we’ll let you know about it for sure. We provide a free service called Host Scout specifically designed to help people find their ideal web host. We encourage you to talk to us about your web host. We’ve worked with enough of them to know the good from the bad!

Also, bear in mind that if your host is using a particularly strange setup, the full range of Website Warden features may not be available to you. If your host is not keeping their server software up to date, we may also talk to you about the safety and integrity of your site.

Are there requirements for my web hosting environment?
To ensure you get the full range of Website Warden features we require:
LAMP-based hosting environment
PHP version 5.2.4 or greater
MySQL version 5.0 or greater
FTP connection
Sufficient bandwidth for backups and monitoring
Can I use Windows hosting?
We generally prefer Linux hosting environments for WordPress. Please contact us if you are using Windows hosting.
What happens during the onboarding site audit?
As part of our onboarding process, we conduct a complete audit of your website to make sure that it is safe to add to our monitoring system. This evaluation includes a security audit, site health check, site speed test, and review of your host. If we find any minor issues with your site (e.g. required updates for a few well-coded plugins), we will gladly take care of them at no extra cost. If there are any major issues with your site (e.g. malware; plugin updates that would result in plugin conflict and require fault-finding), we’ll prepare a comprehensive repair plan for you, including a detailed estimate.
What updates are included in my plan?
We handle any updates that can be accessed and successfully updated from your WordPress admin panel. An example of an update that’s not covered in your fixed plan cost would be a theme that requires its update to be manually downloaded from a third party website, or a plugin that has to be uploaded to your hosting control panel.
What happens if my site breaks when you update something?
Updates can sometimes conflict with other software on your site, causing it to break or act strangely. Don’t worry, it’s not permanent! If the issue is known to us and/or the solution is quick and easy (under 10 minutes), our back end team will generally fix it for you. If the issue appears to be more substantial or complicated, we will roll the offending software back to the last working version. We will then contact you about your options for fixing the issue and provide a quote to fix the issue where necessary. Business and Enterprise users may elect to use some or all of their month’s allocated support and housekeeping time to fix the issue for no additional cost.
What happens if my site is compromised or flagged as malware?
Don’t panic! It happens to the best of us. First off, there’s a strong chance we already know about it and are taking steps to protect your site. Our back end team have plenty of tools at their disposal to make sure your site gets cleaned up, any vulnerabilities or backdoors are fixed, and your reputation with Google is restored. For Business and Enterprise users this includes the full backing of Sucuri, who specialize in site recovery. For Essentials users, we will contact you as soon as our back end team learns of an issue and together we will put together a plan to get you back on track. Also, if you think there is something funny going on with your site, let us know and we will be happy to look into it.
I'm a Business or Enterprise customer. What can I use my monthly housekeeping hours for?
Your housekeeping hours can be used for tasks such as troubleshooting, plugin installation, CSS tweaks, increasing site speed, image optimization, setting up a newsletter, e-commerce work such as installing SSL certificates or payment gateways, etc. Basically, if there’s any work you require for your site, just ask!
What if I have multiple sites?
Good for you! If you have multiple sites, we’d love to save you time and maintain them all. If you’d like a discount, we’d also love to help you out there too! Just contact us and we can set you up with multiple site rates.
Do you offer discounts?
We offer discount for anyone with more than one website using Website Warden. We also offer discounts for anyone looking to pay for a year of Website Warden at a time. Please contact us if either case applies to you.
Can I cancel at any time?
You sure can. If there is something we have done to make you leave us, then please let us know. We have based our business on keeping clients for the long-haul and take any feedback (good or bad) to heart. If it’s just time to leave, let us know 5 business days before your next billing date and we will cancel your account before the next payment.
Can you manage WordPress multi-site?
Website Warden is not available for WordPress multi-site software at this time. We may still be able to offer you a custom maintenance package for your multi-site install, so feel free to drop us a line.