Do you offer 24/7 technical support?
Currently, we do not. Our support hours are 8 AM – 8 PM Central Time, Monday through Friday.
Does Digital Layne support WordPress Multisite or Multi-network?
Because of the highly differing uses and structures in use by both, we do not support them at this time.
What does Digital Layne do if my website is hacked?
Digital Layne continuously monitors client sites using ongoing security scans. Common WordPress and coding issues are also manually checked whenever applicable. Unfortunately, even with the best proactive monitoring, no one can catch every security issue. In the event a security issue does arise, our goal is to respond immediately within our normal business hours business hours. Valid security concerns are our highest priority over any and all development work or other special projects.
What are the best ways to contact you for support?
We provide several ways for you to contact us. You can always send an email at any time to firstname.lastname@example.org. From within our Digital Layne Account Management System (DLAM), you will see our DLAM dashboard. Click on the Submit Ticket button for assistance.
Can you help me set up an SSL certificate?
SSL certificates are included for one year with the E-Commerce Plan. If you need one for your other plan, there are two parts to the process. First, you need to purchase an SSL certificate and have it installed on your website. We can assist you with the SSL process but time will be charged to your account. Please contact us though your DLAM dashboard to get the process started.
Can I upgrade my support plan? How?
Simply contact us through your DLAM dashboard and we will get the process started!
Can I purchase multiple support plans?
Yes. But remember, currently each domain is a sperate account
How does your technical support work?
Through DLAM we use support tickets in lieu of phone calls and emails. Support tickets are sent to multiple team members and we can act quicker. Although we have a small team, we want to make sure that all communication is documented and clear to our clients. This keeps communication between our team members up-do-date so we are all on the same page.
Support tickets can be submitted through your DLAM. This is the most efficient way to resolve issues and to authenticate your support ticket. You can also email at any time from the email address associated with your DLAM account.
What if an update breaks my site? Does it cost extra to fix?
The site is rolled-back to the state taken before the updates were performed. The procedures for this differ in some cases and that is due primarily to e-commerce situations if applicable. You will be notified and kept up-to-date of any issues.
Most of the issues are addressed without cost to you, however, custom plugins, issues introduced by users, or especially time-consuming issues may be billable. Digital Layne will notify you before charging anything to your account and you will be able to track all time spent on the issues
If a site issue is detected, who can report it?
For security reasons, no one other than approved parties may request information or support services for a Digital Layne customer. The account holder is the default approved party or main contact, but you can also assign other authorized users to your account! This can be done simply by emailing us or contacting us through DLAM with the name, email address and other contact information. Once your other authorized users are on your account, they can both request data and support services with ease.
Can you restore my site from a backup from a previous day?
Provided that the backup is available, yes. While we’re pleased to restore a site at no charge for any client, continual usage of this feature may consume monthly development time (if available in your account), and/or incur additional fees. Digital Layne will notify you prior to charging anything to your account.
Does Digital Layne provide SEO assistance?
We do not provide SEO services at this time, but we can make recommendations for excellent SEO tools within WordPress–and help you set them up. Your success is our success!
What if I need specifics on my site setup and other information?
DLAM tracks all plugins, pages and other details of your site. It also records every update to themes, plugins or core files. Most details regarding security, version, actions performed and other related data are available through your DLAM dashboard.
Can I transfer my support plan to another website I own?
Unfortunately, that is not an option at this time.
How will future changes in WordPress impact our site?
We take every precaution to keep the possibility for incompatibility to a minimum. We are always assessing the ways that WordPress updates (and the direction WordPress is moving in) and pride ourselves on being in the know.
What happens if my WordPress plugin is no longer supported?
The plugin will still be monitored by Digital Layne for issues as before and if there are no conflicts or other issues, it remains on the site. Digital Layne frequently encounters plugins with a variety of issues and in such cases, the customer is always notified of a better and more up-to-date solution.
How do I downgrade my support plan?
If you would like to downgrade your account, please submit a request through your DLAM dashboard and our staff will reach out to you and provide instructions.