Our client roster is currently at capacity and we are unable to accept new client engagements at this time. It is business as usual for existing clients, including any new projects.

WordPress Website Support

Get advanced website support from a dedicated team of local WordPress developers, with decades of combined experience.

Expert support for your WordPress website.

Silvercode provides website support on either an ongoing or ad-hoc basis by a team of professional WordPress developers, whether it be to resolve issues as they occur, make regular content changes, or provide a variety of other website support requirements.

Whether you require a lot of support, or just a little, Silvercode offers two forms of support to suit your requirements and budget:

  • For those who prefer the peace of mind of dedicated, ongoing support, we offer a flat-fee monthly plan that feels like having your own IT team working behind the scenes - without the heavy price tag.
  • For those on a budget, our ad-hoc support is available on-demand at a simple hourly rate.

Our WordPress Website Support service covers the following:

  • Responding to day-to-day questions you may have.
  • Providing tutorials or guidance.
  • Troubleshooting plugin or theme issues.
  • Re-arranging website layout or content.
  • Adjusting alignment & spacing.
  • Adding/editing/deleting/moving text.
  • Adding/deleting/moving/resizing images.
  • Proofreading, spelling & grammar checking.
  • Adding/deleting/re-arranging pages.
  • Formatting/styling/colour scheme changes.
  • Adjusting/adding/removing menus/widgets/contact forms.
  • Adjusting/adding/removing social media links/integrations.
  • Publishing/editing/deleting blog posts/news items/testimonials.

We've got eCommerce WordPress sites covered too.

We specialise in supporting eCommerce-enabled websites such as those using WooCommerce. Whether you have a simple hobby store or a high-traffic retailer, Silvercode have extensive expertise in all areas of eCommerce management and troubleshooting.

  • Adding/editing/deleting products.
  • Configuring store settings such as inventory management or taxation.
  • Building automations such as integrating online stores with accounting software.
  • Configuring shipping rules.
  • Configuring/setting up payment gateways.
  • Configuring customer and store manager email notifications.
  • Troubleshooting failed orders or other customer issues.
  • Support for all store sizes, from solo entrepreneurs to international retailers.

Keeping your WordPress eCommerce website responsive and robust.

Q&A's

General support:

Our support hours are Monday to Friday 10am – 5pm, excluding public holidays (VIC, Australia). During this time, we closely monitor and triage all incoming email requests, with more business-critical matters receiving priority.

  • Small requests: Please plan for and allow a minimum of 1 full business day (e.g. 8 business hours) for small/day to day change requests to be actioned.
  • Medium requests: For requests that require a bit more time, such as actioning a list of changes or building new pages, please allow 3-5 business days – we will let you know as soon as possible if we need a longer timeframe than this.
  • Large requests: For bigger requests/projects, a timeline of multiple days, weeks or even months may be required. It is best to get in touch as early as possible so that dedicated time can be scheduled.

While we often respond very quickly, it should not always be relied upon in case of busy periods or team member illness etc. Essentially, we can’t guarantee any particular response timeframe – but it’s usually quick!

To avoid disappointment:

  • If you need something done by a certain time, give as much notice as possible.
  • If you need work completed out of hours, this must be requested in advance.
  • To ensure fair, consistent and high quality services for all of our clients, we cannot treat a failure to provide adequate notice or a lack of planning on your part as an emergency on ours. Providing a balance of high quality and affordable services involves careful fore-planning and scheduling. A sudden emergency can result in our team working unexpectedly long hours, which takes a toll both on us and on you – tired brains make mistakes and that’s not the quality level we want to provide to our clients.

A note on sending follow-up emails:

Please avoid sending follow-up emails if we haven’t yet responded. Ultimately, the extra overhead of checking and responding to these takes us away from the work and leads to overall slower turnaround times.

If we haven’t yet responded or completed a request, rest assured this won’t be due to oversight, but rather due to our current support demand. We work through requests largely in the order they are received, with triaging for genuine urgency (e.g., hosting outages, high-impact display issues, e-commerce transaction failures). Larger requests will also typically have longer lead times. Turnaround times can also spike in the lead up to public holidays.

If a job is time-sensitive, please let us know in your initial request, so we can prioritise accordingly from the outset.

Backup support:

Clients who have their hosting services with Silvercode enjoy an added layer of support from the Kinsta team, who offer 24/7 live chat support.

While we still encourage our clients to reach out to us as their first point of contact, if there is an urgent issue and you are not receiving a response quickly enough from our team, you can log into your Kinsta hosting panel and open the live chat module in the bottom-right hand corner for instant, 24/7 support.

Kinsta can assist with anything hosting related, as well as a limited range of website issues. While they do not extend into providing development services, they can assist with general website issues such as if the website has been compromised/hacked, they can remove the malware and/or roll it back to a functional version.

This ensures you have a strong fallback plan for critical situations until our team can step back in.

If a website is on a maintenance and support plan – yes, we will restore and/or manually remove any infections as part of our service as the likelihood of them occurring is extremely low.

If the website is only on a support plan, hack/malware removal will not be included and must be quoted separated as/when needed. The reason for this is because websites that are not maintained properly have a significantly high risk of infection.

Our WordPress website support is charged either as a monthly plan or at an ad-hoc hourly rate.

The pricing varies depending on the size, functionality and complexity of the individual website. Please request a quote to receive a full outline of our pricing tailored to your website’s needs.

The short answer is that no reputable developer can guarantee any particular load time for any website before it is completed. Load speeds are determined by a variety of complex factors. What you can do however is have your website optimised (or potentially rebuilt if necessary) by experienced developers, using the absolute best possible practices to ensure it achieves the fastest load speeds that it possibly can. Learn more about what’s involved in optimising your website’s page load times here.

Once you request a quotation, a suitable maximum monthly limit of support hours will be stipulated in your proposal. Should you require more hours of work in any given month, extra hours can be purchased via our WordPress Website Ad-Hoc Support service. If this occurs on a regular basis, we can re-quote your monthly plan to include a higher limit of support hours to ensure costs stay as low as possible in future.

If you sign up for a website support plan for a website that already has eCommerce functionality/a shop, then your quotation will fully include all costs associated with the ongoing support of your shop. If you sign up for website support for a website that does not already have eCommerce functionality/a shop, but you later decide to add this functionality, your monthly website support plan will need to be re-quoted.

If the website was originally built by Silvercode, you have the option of purchasing our WordPress Website Support and/or WordPress Website Maintenance services at any time so long as there has not been any functionality changes to the website since we handed it over to you. If there have been changes however, we will first need to assess the website to ensure the build is still in good condition.

If you have an existing website that was not built by Silvercode, we will first need to assess the condition and structure of the website to see if we are able to provide our support or maintenance services. As we cannot guarantee the performance or reliability of a website we haven’t built ourselves, we always prefer that existing websites are rebuilt using modern, up-to-date software prior to commencing with any of our ongoing services.

If you wish to keep your existing website however, we can often still assist. In these cases, clients must accept that we may be limited in performing some support or maintenance tasks, if the existing website has not been set up to allow for them. An externally-built website must be handed over in good working order with no functionality issues prior to commencing any of our ongoing services. If the website has issues that require rectification, these must first be rectified via our WordPress Website Support service.

Website support and maintenance gives you complete peace of mind in knowing that your website is being constantly cared for, protected and maintained. Should you ever want to make any changes, you can simply ask for them without worrying about receiving an expensive invoice. Over time with ad-hoc maintenance and support costs, having both support and maintenance monthly plans usually works out substantially cheaper.

Website support does not include the production of custom plugins, themes or PHP to provide features or functionality that is not already available by default in WordPress. If features or functionality is requested, we will attempt to source a suitable, ready-built website extension (often referred to as a ‘plugin’) that fits the requirements, otherwise provide a quotation for custom development.

While a large volume of plugins are free, there are many premium plugins whose developers impose either a licence fee or subscription licence fee to purchase and use their software. We will always advise you first if your requested changes require a premium plugin or custom development that will incur any additional costs.

If a plugin breaks, it will remain the responsibility of the original developer to fix it, though we will of course manage correspondence with the developer to find a resolution, else help you find an alternative.

Why trust Silvercode for your WordPress Website Support?

Ultra-fast response times.

We monitor inbound requests very closely and aim to respond within 24 hours. Urgent matters always receive a priority response at our very next availability, even if it is outside of our regular support hours.

Trusted & friendly local team.

We are a team of passionate developers based entirely in Australia. We follow strict security and privacy practices to protect your valuable online assets at all times, and always treat your website as if it were our own.

Top-Tier Developers

Decades of combined development and hosting experience allows us to efficiently provide secure, long-lasting and lightning-quick websites. No shortcuts or bandaids here, only premium quality, effective results.

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