Everything You Need to Know About WP Supra’s Premium WordPress Maintenance Services
At WP Supra, we take your website’s performance and security seriously. Our mission is to provide reliable, high-quality WordPress maintenance services that give you peace of mind. This FAQ section is designed to answer the most common questions about our 7 day fatal error recovery, Unlimited Edits plans, and flexible support hour packages. Whether you’re a new customer or a long-time client, you’ll find helpful information to make the most of your WP Supra experience.
Onboarding
Yes, absolutely. If you’re switching from another provider, we’ll honor the remaining time on your current plan by adding it to your WP Supra subscription at no extra cost. We make the transition smooth and hassle-free.
No, we do not build websites. Our services focus exclusively on maintenance and support for existing WordPress websites. This includes updates, troubleshooting, performance optimization, and technical assistance.
We do not take on the following types of projects:
- Building a website from scratch
- Completing websites before launch
- Theme development
- Plugin development
- One-time speed optimizations
- One-time edits
However, we do make an exception for websites that are currently under development. In such cases, we can already provide support and apply our licenses during the build phase.
If you already have a website, we’re excited to support you and help keep everything running smoothly!
We reserve the right to decline onboarding a website if it does not meet certain technical or legal standards. This includes:
- Websites that are not built in an update-safe or maintainable way
- Sites using unpaid or improperly licensed premium plugins or themes
- Installations containing nulled or pirated software
- Websites that promote illegal content
- Projects that conflict with our values or pose reputational or legal risks
We’re committed to maintaining a secure, stable, and legally compliant environment for all our clients. If your site doesn’t meet these criteria, we’re happy to advise on how to bring it up to standard before proceeding.
Yes, we do. We offer a free, no-obligation audit of your WordPress site. This includes a quick review of performance, security, and technical setup. You’ll receive a summary of key findings and recommendations. You can make an informed decision before committing to a maintenance plan.
We do not offer standard non-profit pricing, but we are proud to support meaningful causes in other ways. At WP Supra, we believe that giving back to the community goes beyond discounts. We regularly provide learning opportunities through internships and training placements, helping young talents gain valuable experience in the WordPress ecosystem. We also support local events that foster innovation and community spirit, and we occasionally assist selected non-profit or socially impactful projects with technical support or maintenance services.
While we don’t have fixed non-profit rates, we do offer discounted annual pricing on all our plans. Choosing a yearly plan not only saves money but also ensures long-term stability and support for your website.
You’re free to send your login credentials however it works best for you. You can include a secure, self-destructing link during checkout or simply send them to us afterward. Whatever is most convenient for you, we’ll be ready when you are.
Getting started is simple and straightforward. You can reach out to us via email, schedule a call, or contact us through any other preferred method. Once we’re in touch, here’s how the onboarding process works:
- Initial Access & Audit
We’ll request admin access to your WordPress site to perform a comprehensive audit. This helps us assess the current state of your website and determine which of our plans is the best fit for your needs. - Plan Selection
Based on the audit, we’ll recommend a plan, but the final decision is yours. Once you’ve chosen a plan, we’ll need FTP access and, optionally, access to your hosting environment to proceed. - Implementation
We’ll fully implement your plan within 24–48 hours. This includes setting up monitoring, backups, and essential maintenance tools.
If you have any questions during the process, we’re always here to help.
The onboarding process typically takes a few days. We work efficiently to get everything set up and running smoothly, but we also take the time to ensure your site is properly reviewed and configured for long-term stability.
If your website is already facing technical problems before onboarding, we may charge additional fees for the initial cleanup or, in some cases, decline to take over the site. We’ll always assess the situation first and let you know your options.
Each of our maintenance plans covers one single website. If you have multiple sites, even if they are subdomains of the same root domain (e.g. staging.example.com and blog.example.com), they are still treated as separate websites and each requires its own plan.
So, if you have 3 websites you’d like us to manage, you’ll need 3 separate maintenance plans. The good news is: you’re welcome to choose different plans for each site, depending on their individual needs.
If you’re unsure how to structure your plans or which ones to choose, we’re happy to help you find the best setup.
To begin onboarding, we need your WordPress admin login and FTP (or hosting) access. This allows us to install our tools, perform initial checks, and set up your maintenance environment securely.
With so many WordPress care providers out there, it can be hard to know who to trust. At WP Supra, we go beyond the basics to deliver a truly premium experience. Here’s what makes us the better choice:
Automated Updates and Manual Checks
We combine automation with hands-on quality control to keep your website stable and secure. While automated systems handle routine updates efficiently, our team also performs manual checks and interventions when needed. This ensures that critical updates are applied safely and that your site continues to function as expected after each change.
Premium Licenses Included
Save money with access to top-tier plugins and themes — all included in every plan.
Fatal Error Recovery (7 days/week)
Immediate response to critical system failures. We act fast to get your site back online.
Live Chat Support During Business Hours
Your visitors and customers can reach out during business hours. We’re always available and responsive. (Please note: Included in selected plans only)
Phone Support During Business Hours
Speak directly with real WordPress experts who understand your site and your goals. (Please note: Included in selected plans only)
White Label Partner Program
Agencies, freelancers, and hosting providers can partner with us through our white label program and earn attractive commissions while offering premium maintenance services under their own brand.
No Technical Know-How Needed
You don’t need to touch a single setting. We handle everything for you.
No Infrastructure Needed
We provide the full technical backbone, so you don’t have to worry about hosting, performance, or security.
Peace of Mind
Your website is in expert hands. You can focus on your business while we take care of the rest.
Absolutely. As soon as you sign up, we take a close look at your website to understand its current state. Our team identifies areas for improvement and highlights potential optimizations. You know exactly where your site stands and what we can enhance together.
24/7 Global Support
WP Supra is built on a fully remote infrastructure, allowing our expert team to provide round-the-clock support from Switzerland and across the globe. No matter the time zone, we’re here when you need us.
Access to 100+ Premium Plugin Licenses
Every website on our Protect or Perform care plans gets access to a curated selection of premium WordPress plugins – at no extra cost. With over 100 licenses available, including top-tier tools for performance, security, SEO, and design, you get exceptional value bundled into your plan.
White-Label Partnership Program
We collaborate with agencies, freelancers, and marketing teams through our white-label program. Whether your clients need ongoing edits, performance tuning, or enhanced security, WP Supra becomes your silent technical partner – delivering expert care behind the scenes.
Contract & Service Terms
Yes. WP Supra offers a 7-day withdrawal period starting from the contract’s effective date. During this time, you may cancel the agreement without any financial obligation. After the 7-day period has passed, the full price for the agreed contract term becomes due, regardless of the chosen billing cycle.
Yes. WP Supra reserves the right to withdraw from the contract if the website is found to be technically deficient and cannot be reliably updated. This decision is only made after a thorough assessment and clear evidence that the site’s structure or condition prevents safe and consistent maintenance. In such cases, WP Supra will inform the client and explain the reasons for termination.
WP Supra provides access to a selection of premium plugins as part of the maintenance service. If a required plugin is not covered by our license and no valid license is provided by the client, we may purchase the plugin ourselves to ensure proper functionality. In such cases, the cost will be invoiced to the client afterward. Alternatively, clients can choose to license and install the plugin independently. WP Supra reserves the right to replace certain tools with equivalent alternatives if technically or economically appropriate.
Yes. WP Supra requires a minimum commitment of 12 months for all maintenance plans. This is because setting up the maintenance environment and familiarizing ourselves with the technical structure of your website involves significant initial effort. Even if you choose monthly billing, the contract remains valid for one full year. After the initial term, the agreement can be cancelled either monthly or annually, depending on your selected plan.
Site Units are a way to measure the complexity of a WordPress website. WP Supra uses Site Units to determine the appropriate maintenance level and pricing. Factors that influence Site Units include the number of pages and posts, use of multilingual features, integration of WooCommerce, Learning Management Systems (LMS), event tools, member areas, API connections, custom post types, and other advanced functionalities. The more complex the website, the higher the Site Unit classification.
Site Units are reassessed at each contract renewal. If the complexity has changed, WP Supra will inform the client of the updated pricing. The client can then decide whether to continue the service under the new conditions.
If an update leads to a technical issue, WP Supra will restore the website to its last stable version to ensure continued functionality. You will be informed about the incident, including the suspected cause and recommended next steps. Please note that while the rollback is included in the maintenance service, the detailed error analysis and permanent fix are not. These additional tasks are billed separately at the standard hourly rate.
Unlimited Website Edits
Yes, it is possible to use your WP Supra subscription alongside other developers or freelancers.
We recommend informing us about any major changes, such as installing new plugins, changing themes, or making structural adjustments. This allows us to ensure everything remains stable and compatible, and that we can continue to provide you with the best possible support.
We are happy to collaborate with your team in any setup that works best for you.
No, we do not build websites. Our services focus exclusively on maintenance and support for existing WordPress websites. This includes updates, troubleshooting, performance optimization, and technical assistance.
We do not take on the following types of projects:
- Building a website from scratch
- Completing websites before launch
- Theme development
- Plugin development
- One-time speed optimizations
- One-time edits
However, we do make an exception for websites that are currently under development. In such cases, we can already provide support and apply our licenses during the build phase.
If you already have a website, we’re excited to support you and help keep everything running smoothly!
Yes, we do offer custom development services. However, this is not included in our Unlimited Edits plans nor in any of our maintenance plans.
Custom development tasks can be handled through our support services and are billed separately at our standard hourly rate. This gives you flexible access to our development team for more advanced or tailored work beyond standard maintenance and edits.
If you need custom features, integrations or more complex functionality, this is the right path. Clients with a valid maintenance plan receive a 15 percent discount on all custom development work.
Not directly. You can request one-time or occasional edits through our support services. These are billed separately at our standard hourly rate and are not included in any of our maintenance plans.
This gives you flexible access to our team for tasks that don’t require a full unlimited edits package. If you’re looking for a quick fix or a small change, this is a great option.
Clients with a valid maintenance plan receive a 15 percent discount on all support services.
Yes, we offer various support options. However, we prefer handling inquiries through our ticket system, as it allows us to address issues in a structured and traceable manner.
All support requests are ultimately documented and processed as a ticket, regardless of whether the initial contact is made via live chat, phone, video call or remote session. This ensures proper follow-up and resolution.
Yes, we truly offer unlimited website edits as part of our plan. You can request as many changes as you need, whether it’s content updates or plugin configurations that fall within the scope of our service.
However, please note that the turnaround time may vary depending on the number of requests in your queue or the complexity of the tasks. We always aim to process edits as quickly as possible while maintaining high quality and attention to detail.
Response and resolution times depend on the complexity and volume of requests. In general, we respond within 24 hours, often sooner.
For fatal error recovery, we offer a 24-hour response window, seven days a week. For requests under the Unlimited Edits plan, we aim to resolve issues within 48 hours. Please note that larger or more complex edits cannot be guaranteed within this timeframe.
If a request is particularly complex or exceeds the scope of standard edits, we will inform you in advance and provide an estimated timeline. Additional availability and guaranteed response times can be arranged through a custom Service Level Agreement (SLA).
Our team handles requests one at a time to ensure quality and consistency. Usually, the same team member works on all requests for a specific client. This allows us to better understand your website and deliver more accurate and efficient results over time.
Because we do not split tasks across multiple agents, the process may take a little longer. However, this method ensures greater consistency and fewer errors. We kindly ask for your patience and understanding as we focus on delivering high-quality support.
If you’re on a maintenance plan, website edits and content changes are not included. This plan is focused on essential maintenance tasks such as updates, backups, and security monitoring.
To request edits or custom changes, you can purchase support services, which are billed separately at our standard hourly rate. This gives you flexible access to our team for content updates, plugin adjustments and development work. Clients with a valid maintenance plan receive a 15 percent discount on all support services.
At WP Supra, we offer both Support and Fatal Error Recovery, but they serve different purposes.
Fatal Error Recovery
Available 7 days a week and included in all our maintenance plans. This covers critical issues that affect your website’s availability or core functionality. We aim to respond and take action within 24 hours to restore your site. Depending on the issue, we either fix the problem directly or perform a rollback. In case of major issues, we will inform you before proceeding. Please note: Problem resolution is not included in the maintenance plan and is billed separately. Clients with a valid maintenance plan receive a 15 percent discount on support time.
Unlimited Edits
For clients on an Unlimited Edits plan, we handle non-critical tasks such as content updates, plugin settings or layout adjustments. These are processed during regular support workflows, with a typical resolution time of up to 48 hours. Larger or more complex edits may require additional time and are not guaranteed within this window. For guaranteed turnaround times, a custom SLA can be arranged.
Custom Support
Custom support hours is available for all clients and cover custom development, troubleshooting, performance optimization and other advanced tasks. These are billed at our standard hourly rate. Clients with a valid maintenance plan benefit from a 15 percent discount. There are no fixed packages — you simply pay for the time you need.
Included Services in the Fatal Error Recovery (7 days/week):
- Fixing fatal errors that bring your site down
- Website not loading or showing a white screen
- Database connection errors
Not Included in Fatal Error Recovery (Requires Unlimited Edits or Paid Support Hours):
- Content updates and formatting
- Plugin setting adjustments (e.g. WP Rocket, SEO plugins)
- Sudden loss of admin access due to login errors or lockouts
- Email delivery failures for transactional emails
- Unexpected redirects or hacked URLs affecting user access
- Broken checkout or payment gateway failures in WooCommerce
- Critical plugin or theme conflicts causing site crashes
- Resolving issues with WooCommerce orders not processing
- Troubleshooting broken or non-functional contact forms
Unlimited edits are not included in all plans. Please check your plan details to see if this feature is available to you. Where included, unlimited edits cover a wide range of tasks to keep your WordPress site running smoothly. This includes:
- Content updates and formatting
- Adjustments to plugin settings (e.g. caching rules in WP Rocket, SEO configurations like meta titles and descriptions)
- CSS styling changes and layout tweaks
However, unlimited edits do not include:
- Custom development (e.g. PHP coding, plugin or theme creation)
- Modifications to custom code or frameworks
- Graphic design work or PSD to WordPress conversions
- Building new websites, subdomains, or major structural changes
- Bulk content imports (e.g. mass post/page uploads via WP All Import or similar tools)
Our unlimited edits are designed for ongoing, manual content updates and small tweaks, not for large-scale migrations or automated imports.
If you’re unsure whether a specific task is included, just reach out, we’re happy to clarify.
Example: adding a blog post
Included: You want us to upload blog content that you created with attached images that have been sent and format for WordPress with instructions.
Not included: You want us to create a blog post, find images and upload to WordPress with no instruction for formatting.
Example: WooCommerce edits
Included: You want us to add a new product to your WooCommerce store (for which you’ve provided all needed content).
Not included: You want us to create a custom checkout process for your WooCommerce store.
Example: adding a new plugin
Included: You want us to install and set up a plugin to use it’s built-in functionality.
Not included: You want us to create new functionality that doesn’t exist in a plugin (this would require custom development which is available at an hourly development rate).
Example: editing website copy
Included: You want us to take the text that you emailed to us and use it to replace the current content on your About page.
Not included: You want us to write content for or design your About page.
Example: troubleshooting issues
Included: You want us to troubleshoot plugin and theme conflicts after updates, activating new plugins or website edits.
Not included: You want us to make hosting adjustments that are the responsibility of your hosting provider or plugin customizations that are the responsibility of the plugin developer.
Example: on-site SEO changes
Included: You want us to change some page titles, meta descriptions or fix specific SEO errors found in your latest report.
Not included: You want us to help with keyword analysis, rank tracking, backlink outreach or SEO consulting.
Example: Google Search Console issues
Included: You want us to help fix some specific minor WordPress errors found in your GSC account.
Not included: You want us to fix every issue in your GSC account without context or priority.
We make it easy and efficient to get help when you need it. WP Supra installs a powerful support plugin directly into your WordPress dashboard. From there, you can access our client portal where you can submit requests.
For agencies and white label partners, we provide access to a dedicated partner portal. This allows you to log in and manage support tickets for all your clients in one place, making it simple to stay organized and responsive.
You can send in your first website edits immediately after signing up.
However, please note: if we haven’t yet completed the setup of your maintenance plan, it’s possible that a backup of your site has not yet been created. In that case, a rollback may not be possible if something goes wrong during the edit.
Ideally, we recommend waiting until the maintenance setup is fully completed before submitting your first changes. This ensures that backups are in place and your site is protected.
Yes, we do assist with these types of issues. If we detect a conflict between plugins, themes, or hosting environments, we will first perform a rollback to restore your site to a stable state. After that, we will inform you and let you decide how to proceed. You can choose to wait, open a support ticket with the plugin or theme provider, or switch to an alternative solution.
In many cases, we will also communicate directly with plugin or theme developers on your behalf to help resolve the issue. If the situation requires extended troubleshooting or custom development, additional costs may apply. We will always inform you in advance before any extra work is carried out.
24/7 Monitoring and 7 Day Fatal Error Recovery
Yes, it is possible to use your WP Supra subscription alongside other developers or freelancers.
We recommend informing us about any major changes, such as installing new plugins, changing themes, or making structural adjustments. This allows us to ensure everything remains stable and compatible, and that we can continue to provide you with the best possible support.
We are happy to collaborate with your team in any setup that works best for you.
Yes, we do offer custom development services. However, this is not included in our Unlimited Edits plans nor in any of our maintenance plans.
Custom development tasks can be handled through our support services and are billed separately at our standard hourly rate. This gives you flexible access to our development team for more advanced or tailored work beyond standard maintenance and edits.
If you need custom features, integrations or more complex functionality, this is the right path. Clients with a valid maintenance plan receive a 15 percent discount on all custom development work.
Not directly. You can request one-time or occasional edits through our support services. These are billed separately at our standard hourly rate and are not included in any of our maintenance plans.
This gives you flexible access to our team for tasks that don’t require a full unlimited edits package. If you’re looking for a quick fix or a small change, this is a great option.
Clients with a valid maintenance plan receive a 15 percent discount on all support services.
Yes, we offer various support options. However, we prefer handling inquiries through our ticket system, as it allows us to address issues in a structured and traceable manner.
All support requests are ultimately documented and processed as a ticket, regardless of whether the initial contact is made via live chat, phone, video call or remote session. This ensures proper follow-up and resolution.
We provide comprehensive 24/7 monitoring to ensure your website stays online, secure, and functional at all times. Our monitoring includes:
- Ping monitoring from multiple global locations (Europe, Asia, USA) to check uptime and response times.
- Visual monitoring to detect unexpected changes in your website’s appearance.
- Cron job monitoring to ensure scheduled tasks (like backups or automated emails) run as expected.
- Daily malware scans to detect and alert on any malicious code or files.
- Plugin vulnerability monitoring to identify known security issues in installed plugins.
- Optional functional monitoring, which checks whether key features like forms, checkouts, or logins are working properly.
Functional monitoring is available as an add-on service and may incur additional costs. If we detect any issues through our monitoring, we will take immediate action to keep your site running smoothly. Depending on the situation, we will either fix the issue directly or perform a rollback to a stable version. In the case of major problems, we will inform you before taking further steps.
Please note that the resolution of issues identified through monitoring is not included in the monitoring package itself. These interventions are billed separately at our standard hourly rate. Clients with a valid maintenance plan benefit from a 15 percent discount on these services.
Our team is available Monday through Friday during standard business hours, typically from 9:00 AM to 5:00 PM (CET). General support requests are handled during these times. We provide 7-day fatal error recovery for all clients, ensuring that critical issues like site outages are addressed promptly, even outside regular hours. If you require extended availability or guaranteed response times, we offer custom Service Level Agreements (SLAs) that can cover evenings, weekends or specific time windows based on your needs.
At WP Supra, we offer both Support and Fatal Error Recovery, but they serve different purposes.
Fatal Error Recovery
Available 7 days a week and included in all our maintenance plans. This covers critical issues that affect your website’s availability or core functionality. We aim to respond and take action within 24 hours to restore your site. Depending on the issue, we either fix the problem directly or perform a rollback. In case of major issues, we will inform you before proceeding. Please note: Problem resolution is not included in the maintenance plan and is billed separately. Clients with a valid maintenance plan receive a 15 percent discount on support time.
Unlimited Edits
For clients on an Unlimited Edits plan, we handle non-critical tasks such as content updates, plugin settings or layout adjustments. These are processed during regular support workflows, with a typical resolution time of up to 48 hours. Larger or more complex edits may require additional time and are not guaranteed within this window. For guaranteed turnaround times, a custom SLA can be arranged.
Custom Support
Custom support hours is available for all clients and cover custom development, troubleshooting, performance optimization and other advanced tasks. These are billed at our standard hourly rate. Clients with a valid maintenance plan benefit from a 15 percent discount. There are no fixed packages — you simply pay for the time you need.
Included Services in the Fatal Error Recovery (7 days/week):
- Fixing fatal errors that bring your site down
- Website not loading or showing a white screen
- Database connection errors
Not Included in Fatal Error Recovery (Requires Unlimited Edits or Paid Support Hours):
- Content updates and formatting
- Plugin setting adjustments (e.g. WP Rocket, SEO plugins)
- Sudden loss of admin access due to login errors or lockouts
- Email delivery failures for transactional emails
- Unexpected redirects or hacked URLs affecting user access
- Broken checkout or payment gateway failures in WooCommerce
- Critical plugin or theme conflicts causing site crashes
- Resolving issues with WooCommerce orders not processing
- Troubleshooting broken or non-functional contact forms
We make it easy and efficient to get help when you need it. WP Supra installs a powerful support plugin directly into your WordPress dashboard. From there, you can access our client portal where you can submit requests.
For agencies and white label partners, we provide access to a dedicated partner portal. This allows you to log in and manage support tickets for all your clients in one place, making it simple to stay organized and responsive.
Yes, we do assist with these types of issues. If we detect a conflict between plugins, themes, or hosting environments, we will first perform a rollback to restore your site to a stable state. After that, we will inform you and let you decide how to proceed. You can choose to wait, open a support ticket with the plugin or theme provider, or switch to an alternative solution.
In many cases, we will also communicate directly with plugin or theme developers on your behalf to help resolve the issue. If the situation requires extended troubleshooting or custom development, additional costs may apply. We will always inform you in advance before any extra work is carried out.
White-label Partnerships and Support
In a white-label setup, your clients pay you directly. You remain the main point of contact and billing entity, which helps maintain the white-label experience.
Each month/year, you’ll receive a single consolidated invoice from us, which you can autopay via bank transfer. This invoice includes:
- A full list of all websites currently covered under your white-label maintenance plans
- The specific plan each site is subscribed to
- Any additional support hours used during the billing period, which are billed separately
This structure gives you full transparency and control over your subscriptions and any extra services used, while keeping the client experience fully aligned with your agency’s brand.
WP Supra supports you in successfully offering maintenance plans to your clients by providing real value from the very beginning.
- You get unlimited free staging environments to build as many new websites as you like.
- You get full access to all of our premium licenses, which you can already use during the development phase of your client’s website. This allows you to deliver a more complete and optimized solution right from the start.
- To make your offer even more attractive, we include up to one year of maintenance for your clients at no additional cost. This gives them peace of mind and helps you build long-term relationships.
As a partner, you also benefit financially. You receive recurring commissions for every active maintenance plan, creating a reliable stream of passive income as your client base grows.
You have full flexibility in how you price your white-label care plans, and we offer two models to support your business:
- If you use our recommended pricing, your client receives up to one year of support at no additional cost, and you keep 100 percent of the revenue. Starting in the second year, you receive a small recurring commission on each renewal.
- If you choose to set your own pricing, you are free to charge any amount. However, in this case, the first-year free offer does not apply, and you will not receive the commission if your pricing exceeds our recommended rates.
This structure allows you to build long-term client relationships while earning recurring income, with the flexibility to adapt your pricing strategy to your market.
We offer fully white-labeled WordPress support that you can present under your own brand.
Our plugin is white-label ready and can be customized with your agency’s branding. Our ticket platform is also designed to appear as part of your own support system. You can forward client support requests to us by redirecting an internal email address, such as support@nospam-youragency.com, to our system. This allows us to handle support while maintaining a seamless experience for your clients.
It is possible that a very tech-savvy person might recognize that the support is being handled externally. However, we have nothing to hide. Our headquarters is located in Switzerland, and we are proud to offer fair salaries and full social benefits to all our team members.
We stand for quality, transparency, and partnership. We work in the background, but always on your side.
You have full flexibility when managing your white-label subscriptions.
- An upgrade is possible at any time and will be activated immediately so you can benefit from the enhanced plan without delay.
- A downgrade or cancellation can be scheduled for the end of the current billing period. This ensures a smooth transition without interrupting active services.
If you need help adjusting your subscription, our team is happy to assist you.
Yes, as a white-label partner, you have full access to view all support tickets submitted by your clients through our ticket system. This allows you to stay informed, track progress, and maintain transparency in the maintenance process.
Please note that chat sessions, video calls, and phone conversations are not recorded or visible in the ticket system. While we document key outcomes or follow-ups from those interactions in the relevant tickets whenever possible, the live communication itself is not accessible for review.
This setup ensures both privacy and clarity while keeping you in the loop on all essential maintenance activities.
WordPress Security
Yes, we do clean up malware and help restore hacked WordPress websites. However, this service is only free if you are already on a maintenance plan. If you’re not on an maintenance plan the cleanup will require additional support time and will be billed separately.
The cleanup process includes:
- A full site scan
- Removal of malicious code
- Restoration of affected files
- Post-cleanup security hardening
We’re happy to assist you with an upgrade or offer additional support options to ensure your site is fully protected.
At WP Supra, data security is a top priority. We implement a multi-layered security strategy to protect your website and its data from unauthorized access, loss, or compromise. One key aspect of our approach is that all daily backups are securely stored on servers located in Switzerland, a country known for its strong data protection laws and privacy standards. This ensures that your data is not only safe from technical threats but also benefits from one of the most robust legal frameworks for data privacy in the world. Combined with our advanced security features and real-time monitoring, your website is in safe hands.
At WP Supra, we take WordPress security seriously. Our enterprise-grade maintenance plans include a comprehensive suite of security features designed to protect your website from threats, ensure uptime, and maintain optimal performance. Here’s what our security coverage includes:
Core Security Features
- Brute Force Protection: Blocks repeated login attempts to prevent unauthorized access
- 2-Factor Authentication (2FA): Adds an extra layer of login security for all users
- Custom Login URL: Hides the default login page to reduce bot attacks
- Force Secure Passwords: Enforces strong password policies for all users
- IP Tracking & Blocking: Monitors and blocks suspicious IP addresses in real time
- Install a Firewall: Filters malicious traffic before it reaches your site
Malware & Vulnerability Protection
- Daily Malware Scan: Automatically scans your site for known malware signatures
- Daily Plugin & Theme Scan: Checks for vulnerabilities in installed plugins and themes
- File Permissions Management: Ensures correct file access settings to prevent unauthorized changes
- Database Protection: Secures your WordPress database against injection and tampering
Monitoring & Alerts
- Real-Time Monitoring: Constantly checks your site’s health and activity
- Comment Spam Filtering: Blocks spam comments using intelligent filtering
- Daily Link Scan: Detects broken or malicious outbound links
Backup & Optimization
- Daily Cloud Backups: Secure, off-site backups to restore your site quickly if needed
- Daily Database Optimization: Keeps your database clean and fast for better performance
- Manage Inactive Plugins: Identifies and helps remove unused or outdated plugins
- Block Fake Crawlers: Prevents bots pretending to be Google from accessing your site
- SSL Certificate Management: Ensures your site is always served over HTTPS
Speed and Performance Optimization
Yes, WP Supra can help you migrate to a faster hosting environment. We offer our own high-performance hosting solution (WPaaS – WordPress as a Service), which is fully optimized for speed, security, and reliability. If you prefer to move to another hosting provider, we also support migrations to third-party hosts and ensure the process is smooth, secure, and with minimal downtime.
This service is not included in our standard maintenance plans and the migration will be billed separately at our standard hourly rate. Clients with a valid maintenance plan receive a 15% discount on our hourly rate.
No, we cannot guarantee that your website will load in under 2 seconds. Website speed depends on many factors such as the quality of your hosting, the number and type of plugins used, the complexity of your theme, and the overall structure of your site.
We always do our best to optimize performance using proven tools and techniques. However, some structural issues cannot be resolved simply by adding more layers of caching or optimization. In certain cases, achieving faster load times may require reducing complexity or removing performance-heavy elements. If you are open to making those changes, we are happy to support you in the process.
Please note: Performance optimization is not included in our standard maintenance plans and will be billed separately. Clients with a valid maintenance plan receive a 15% discount on our hourly rate.
WP Supra improves website performance through a combination of proven tools and tailored optimization strategies. In our standard plans, we use high-performance caching and image optimization solutions that are compatible with your hosting environment. These include server-level and plugin-based tools for caching, compression and media optimization.
We also offer access to advanced optimization platforms for those seeking even more aggressive performance tuning. These include AI-assisted optimization, CDN integration and real-time asset compression. These tools are available as optional paid add-ons.
Please note that performance optimization is not included in our standard maintenance plans and will be billed separately. Clients with a valid maintenance plan receive a 15 percent discount on our hourly rate.
WordPress Updates
At WP Supra, we manage updates with a strong focus on stability and reliability. Updates are performed weekly, either automatically or manually, depending on the specific setup and requirements of your website. After each update cycle, we conduct both automated and manual audits to detect any potential issues.
To ensure your site remains fully functional, we monitor it continuously using ping checks from multiple global locations including the USA, Europe, and Asia. In addition, we use visual monitoring tools to detect layout or rendering issues that may not trigger technical errors.
If a problem is identified after an update, we immediately roll back to the previous stable version and inform you about the incident. Please note that while we do our best to prevent disruptions, layout shifts or design inconsistencies can occasionally occur. Fixing such visual issues is not included in our standard maintenance plans and is only covered under our Unlimited Edits plan.
At WP Supra, we perform plugin and theme updates on a weekly schedule to ensure the best balance between security, stability, and reliability. Updating daily may seem more proactive, but it can lead to unnecessary risks by applying changes before they have been thoroughly tested across the WordPress ecosystem.
By waiting a few days after new versions are released, we allow time for any bugs or compatibility issues to be discovered and resolved by the plugin or theme developers. This approach helps us avoid introducing problems that could affect your website’s performance or functionality.
Each weekly update is followed by automated and manual checks, as well as real-time and visual monitoring, to ensure everything continues to run smoothly. This method provides a safer and more controlled update process, especially for business-critical websites.
PHP updates can significantly impact your website’s compatibility and stability, which is why we handle them carefully and only within the scope of our premium support.
If you are using our WPaaS (WordPress as a Service) hosting, PHP version management is fully included. We ensure your site runs on a secure and supported PHP version, and we handle updates proactively as part of our managed environment.
For all other hosting environments, PHP updates are not included in standard maintenance plans and are only performed upon request, provided we have access to your hosting. PHP cannot be updated without this access.
Important: PHP updates are not free of charge. They are billed separately from our regular maintenance services. Clients with an active maintenance plan benefit from a 15% discount on our hourly rate.
Advanced and Custom Functionality
Yes, we manage membership websites across all of our plans. Whether your site uses a simple membership plugin or a more complex setup with gated content, user roles, and recurring payments, our team ensures it stays secure, up to date, and running smoothly. We understand the unique requirements of membership platforms and include them fully in our maintenance workflows.
Yes, we do manage staging sites in addition to live sites. However, each staging site is treated as a regular website in terms of maintenance and monitoring. This means it is billed accordingly and included in your plan’s total site count. Managing staging environments ensures consistency between development and production, but please note that they are not maintained free of charge.
Yes, we manage WooCommerce websites. Due to their complexity and higher resource requirements, they are supported exclusively with an additional Sales-Up Package. WooCommerce stores involve dynamic content, frequent updates, and specific performance and security needs. This setup allows us to provide the dedicated care your online shop requires. Standard websites without e-commerce functionality are fully covered by our regular plans.
Yes, we manage WordPress Multisite networks, but only as part of our Ultimate plans. Due to the complexity and specific requirements of Multisite environments, this level of support is reserved for our highest-tier offering. Our team ensures that your network is maintained with the same care, security, and performance standards as all other WordPress installations, with additional attention to the unique structure and dependencies of Multisite setups.
WP Supra does not offer full-service SEO or manage SEO campaigns. However, we support your SEO efforts with technical tools and basic implementation assistance.
All our clients have access to a premium SEO plugin that helps manage on-page SEO elements such as meta titles and descriptions. If you are on an Unlimited Edits plan, you can send us your prepared meta tags and descriptions, and we will implement them directly into your WordPress site.
Please note that we do not create SEO content, write texts, or run keyword or backlink campaigns. Our focus is on maintaining a technically sound and optimized environment so your SEO tools can perform effectively.
WP Supra’s Remote Team
Absolutely. While our team primarily communicates in German and English, you are welcome to write to us in your preferred language via ticket or live chat. Thanks to advanced AI-powered translation tools, we can understand and respond to messages in nearly any language. This allows us to provide clear and effective support, no matter where you’re from or what language you speak.
Please note that phone support, video calls, and remote sessions are primarily conducted in German and English. However, if you require assistance in a specific language, feel free to reach out to us in advance. We are based in Switzerland, and many of our team members speak multiple languages, so we will do our best to accommodate your needs.
Yes, all members of our team speak English proficiently. Communication with our clients is primarily in English to ensure clarity and professionalism in all support interactions. Some of our team members are currently in training and may speak English according to their level of education and experience. We appreciate your understanding and patience in such cases.
We also understand the importance of language comfort. Whether you contact us via ticket or live chat, you are welcome to write in your preferred language. Thanks to AI-powered translation tools, we are able to correspond with you in virtually any language. Our team is based in Europe and is experienced in working with international clients across different time zones and cultures.
Our core team is based in Schiers, in the heart of the Swiss Alps. Currently, no one is working overseas, but this may become possible in the future. WP Supra plans to operate differently than traditional outsourcing models. While we do not follow a typical offshore outsourcing approach, we are building a distributed and remote setup. This structure is intended to allow service coverage seven days a week or even 24/7 when needed, while maintaining a healthy work-life balance and fair working conditions for our team.
We take our social responsibility seriously: all our team members are employed under fair contracts and are fully insured. Our setup is designed to combine global availability with local accountability, ensuring both high-quality service and ethical business practices.
Our team primarily works during regular business hours in the Central European Time zone, with our base in the Swiss Alps. During nighttime hours, weekends, and public holidays, we operate with an on-call duty team. No active work is performed during these times, but your website is continuously monitored.
We provide seven-day fatal error recovery within 24 hours. Custom SLA agreements are available and can include shorter response times during nights, public holidays or weekends if needed.
WordPress as a Service (WPaaS)
WPaaS stands for WordPress as a Service. It is a fully managed solution where we take care of everything related to your WordPress website. This includes performance optimization, security, updates, backups, and the integration of premium tools. Unlike traditional hosting, where you are responsible for managing your WordPress installation, WPaaS provides a complete and optimized environment that is ready to use and grow with your business.
WP Supra’s WPaaS offers a reliable and high-performance WordPress environment. It includes managed infrastructure, premium plugins, daily backups, uptime monitoring, security measures, and performance tuning. Everything is designed to work seamlessly with our maintenance plans. This allows you to focus on your content and business while we handle the technical side of your website.
Headless WordPress & WooCommerce
Yes, WP Supra supports headless WordPress environments. We maintain and monitor both the WordPress backend and the API connections that power your frontend. Whether you use REST API, GraphQL, or custom endpoints, we ensure your content is delivered securely and reliably. Our team is experienced in the specific needs of headless setups and provides tailored maintenance.
Headless WordPress separates the content management system from the website’s frontend. Instead of using WordPress themes to display content, the frontend is built with modern technologies like React or Vue and communicates with WordPress through APIs. This setup allows for more flexibility, faster performance, and better scalability, especially for complex or high-traffic websites.
Headless maintenance includes updates for the WordPress core, plugins, and APIs. We monitor security, performing backups, and ensure compatibility between the backend and your frontend framework. We also provide support for integration issues and help troubleshoot problems that may arise between the content layer and the presentation layer. This additional support is billed according to our regular hourly rates. Customers with a valid maintenance plan receive a 15% discount on this support.
WordPress Webhosting
No, moving your website to a new host is not required to benefit from our website management services. We work with a wide range of hosting providers and can support your site wherever it currently resides.
That said, hosting environments vary significantly, and some platforms may impose restrictions that limit the functionality of our tools or affect performance. For the best possible experience and full compatibility with our systems, we recommend our own managed WordPress hosting solution (WPaaS). It’s optimized for stability, speed, and seamless integration with our maintenance plans.
Managing your hosting environment is not included by default in our maintenance plans, as hosting setups vary greatly between providers. However, we work with all major hosting platforms and do our best to ensure compatibility and performance across the board.
For maximum stability and seamless integration with our tools, we recommend our own managed WordPress hosting solution (WPaaS). While we can support most environments, please note that performance may vary depending on your host. In some cases, certain tools or features may be limited due to platform-specific restrictions.
Our goal is to provide the best possible care for your WordPress site, regardless of where it’s hosted — but for optimal results, WPaaS is our top recommendation.
We’ll work with anybody regardless of their hosting provider. We understand that different websites have different needs and that people have realistic budgets they need to meet. That said, while the choice of host doesn’t prevent us from working with you, it can have a significant impact on your website’s performance, reliability, and scalability. If you’re looking to improve speed or uptime, we recommend considering one of our trusted hosting partners.
Account Management
Yes, you can begin with a monthly plan to try out our service. Once you feel confident, you are welcome to switch to a yearly plan to benefit from the discounted rate. Just let us know when you are ready and we will take care of the transition. Please note that due to the setup effort involved, even monthly subscriptions come with a minimum term of one year. Pricing is based on units, which simply put reflect the complexity of your setup. These units can be reassessed at each subscription renewal to ensure fair and accurate billing.
We offer a 7-day return period starting from the beginning of your subscription. If you are not satisfied within this time, you may cancel and request a refund.
Our services are provided on a subscription basis. To explore our offering, we recommend starting with a monthly plan. Please note that all subscriptions, including monthly ones, require a minimum commitment of one year due to the setup effort involved.
If you have any questions or concerns, our team is happy to assist you.
Yes, WP Supra is fully GDPR-compliant. As a European company headquartered in Switzerland, we adhere strictly to both the EU General Data Protection Regulation (GDPR) and the Swiss Federal Act on Data Protection (FADP).
We take data privacy seriously and ensure that all personal data is handled with the highest standards of security, transparency, and accountability. Our infrastructure, processes, and partner tools are carefully selected to meet European data protection requirements.
If you have specific questions about how we handle data or need a Data Processing Agreement (DPA), we’re happy to provide more details.
You have full flexibility when managing your white-label subscriptions.
- An upgrade is possible at any time and will be activated immediately so you can benefit from the enhanced plan without delay.
- A downgrade or cancellation can be scheduled for the end of the current billing period. This ensures a smooth transition without interrupting active services.
If you need help adjusting your subscription, our team is happy to assist you.
We believe in flexibility and transparency. The minimum term is 12 months. The contract can be terminated in writing with one month’s notice before expiry. If no notice of termination is given, the contract is automatically extended for another year.
Premium Plugins
If you cancel or downgrade your WP Supra subscription, your website will continue to function normally. Plugins that are essential for the operation of your site will remain active, but they will no longer receive updates or support through our licenses.
Any premium tools that are used only for maintenance purposes and do not contribute directly to the functionality of your site will be removed. Our licenses must be returned, and you are welcome to replace any removed tools with your own licenses if you wish to continue receiving updates and support.
WP Supra maintenance plans include access to a comprehensive suite of over 100 premium WordPress plugins and tools. These are carefully selected to cover all aspects of website performance, design, security, SEO, marketing, and automation.
You can find the list of all plugins here: Plugins Library
