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FAQs - SodaPixel

Hosting FAQs

What do I need to do to start the WRD Studio service?

Simply choose your service level from the options above. Once you’re signed up, we’ll be in contact to complete the registration process. We’ll need your website admin and hosting FTP/SFTP login details. Either send us your existing logins or you can create a new user account for us to access the website with.

How do I get changes/fixes made to my site?

Simply fill in a support ticket using our support system, tell us what changes you’d like done to your site and we’ll get it implemented and let you know once the work has been completed.

What do I need to do if I have an urgent change request or my website has been hacked?

For very urgent change requests, or if your website has been hacked or compromised, please fill in our support Support Request form or email us directly. Your request will be given the highest priority and we will be in contact with you very shortly to discuss the issues you are facing.

Can I get discounts if I use WRD Studio Maintenance on multiple sites that I own?

Definitely, contact us directly on sales@sodapixel.com, or on 01483 239967 and we can provide you with a bespoke pricing package based on your network of websites.

Can you host email too?

Yes, we are very happy to host your emails as well as your website, please contact us directly on sales@sodapixel.com, or on 01483 239967 and we can provide you with more information and pricing.

Is your server secure and will my website be safe with you?

Our servers are incredibly secure and our data centres are built with only the highest quality, premium hardware from industry-leading manufacturers such as Dell, Lenovo, Supermicro, Cisco, HP and Juniper Networks. We also secure our servers with hardware firewalls and we have daily off-site backups of your site, meaning we can restore your website should anything ever go wrong, to give you complete peace of mind.

If I host my site with you, do I get access to the Hosting Control Panel?

Yes, you get full access the Hosting Control Panel, meaning you‘ll have full access to the server records and you will be able to add unlimited email addresses, sub-domains & SQL databases at no extra cost.

What sort of things can you change on the site for me as part of my maintenance plan?

As part of your maintenance plan, we can update content, your website’s theme or stylesheets. We will add new plugins, change or implement contact forms or menus. We will upload or change content (e.g. blogs, new articles, images, PDFs), add new pages and add basic graphics (e.g. banners, sliders or buttons).

We will also fix site errors and formatting issues and are happy to provide recommendations if you’re not sure how some functionality or a page should look/work or behave. Please note: Our maintenance plans do not cover website rebuilds/redesigns, plugin development/changes, content creation/copy writing, SEO, custom theme development, bespoke web page development or php changes.

If you are unsure if you should submit a support ticket for a particular piece of work, then please contact us directly on sales@sodapixel.com and we can advise if it is covered under your plan. We will be happy to provide you a quote for full website rebuilds/redesigns, large website projects, content creation, PPC or SEO as required, so please call us on 01483 239967 or email sales@sodapixel.com to discuss your requirements.

Are there any hidden charges?

No, you pay your flat monthly fee and that’s it. No hidden extras and no long term contract.

How do I cancel?

Contact us by email on sales@sodapixel.com to advise us that you want to cease the service. We will continue working for you until the end of the month that you advised us to stop the service in and will not raise any further charges.

What happens if I don’t use up my support hours?

We will roll any unused website support hours into your next monthly package, up to a maximum of 4 hours, and these will be carried forward for you. So, if you don’t use any hours over three months, you will still have a maximum of 4 hours’ development time available to you. We will still undertake our regular monthly scheduled checks, updates and backups even if you’re not asking us to implement any specific changes to the site.

I have a question that isn’t answered here, who can I talk to?

Please send us an email to sales@sodapixel.com with your question and we’ll get right back to you!

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