Frequently Asked Questions (FAQs)
After you sign up with Madscope, you will receive a welcome email that requests an administrator account for your WordPress website and/or an admin account for your web hosting. The welcome email provides a link to a Non-Disclosure Agreement (NDA) which you need to signify your voluntary approval and agreement. You may designate an administrator account solely for Madscope for auditing purposes.
Madscope is committed to providing excellent customer service and support. As soon as you receive our onboarding checklist, send us the required information and we’ll take care of the rest. We will keep your information strictly confidential. If we have any further concerns, we will contact you immediately.
Normal response time is within a 4-8 hour reply time and with a 24-48 hour turnaround time.
-
Whenever you email us, you will receive an automated response that we have received your case.
-
Within 4-8 hours you will then receive an email response about your case’s assessment and estimated turnaround schedule.
-
Within 24-48 hours you will receive another email regarding the adjustments and or changes made as a result of the request.
-
Our team can work on each edit request (15 or more minutes worth) at a time. This ensures any conflict that may arise in your WordPress site from multiple revisions is avoided! That means that if you submit 5 edit requests at the same time, we’ll resolve each case one at a time. You will need to be patient as we work our way through simultaneous requests received using FIFO scheduling.
-
If you send a request that’s even more involved (hours to accomplish), it may take our team even longer to resolve the case. We pride ourselves on doing work efficiently, but even more on doing safe, diligent work. More complicated requests may require some patience on your end as we resolve these for you. If a case is too complex to apply and our team needs more time, we’ll communicate this concern especially if it is outside the 48-hour window.
-
Sometimes we need additional information or direct feedback from you to move a request forward. If you receive an email that requires additional information, please reply to it as soon as possible so our team can continue working on your request.
-
We can be reached via email, google meet, google chat, or whichever is convenient for you.
We have automated tools to check the status of your WordPress website’s availability (uptime). Regular pings ensure that your website is being served to your audience at any time of the day. These pings simply check to make sure your site isn’t giving a 400 or 500 error.
If our automated software finds that your website is down or showing non-normal activity, it will ping our help desk and somebody on our support team will address the issue.
Definitely. As soon as you are onboard, we will scan and inspect your website, check and clear out any found malware, recommend solutions for any and possible additional vulnerabilities and secure your website for any further attack.
Securing your website is top priority, it is always an on-going endeavor.
When it comes to website loading times, there is no guaranteed blueprint for strong web performance. However, Madscope will use best practices to help boost site speed and reliability of your WordPress website.
Yes, although we don’t perform the migration directly!
Our team will be happy to recommend the hosting provider who we think will best fit your websites’ specific needs (including wanting the site to load faster). Once you sign up with your new hosting provider, we’ll work with them and you to oversee your migration. Their migration team will execute the migration but our team will ensure everything moves over smoothly with no downtime.
Once the migration is complete, we’ll take over management of your hosting environment for optimization to make sure your website is maximizing its new, fast server!
Before we start the process of executing a set of updates, Madscope will perform an extra full backup of your core files and database. Then, we execute the updates while using safe and reversible procedures. Testing after updates has been made to ensure all functionalities are intact. When necessary, another full round of tests before updates are made.
Because, sometimes plugin updates are released with bugs. Updating less frequently allows the plugin developer to get rid of these bugs before we add them to your WordPress site.
We’ll be doing all these updates on the weekend when most websites receive less traffic. That means a safer environment and minimal issues for your visitors.
We always make an exception for more major plugin updates. When major updates come out for this, we’ll make the updates far more slowly to ensure that your website remains running smoothly without any hiccups.
We will gladly perform the necessary plugin updates to any previously purchased or newly purchased plugins after a brief technical evaluation. You can either give us the logins to the account of the plugin you purchased or you can send us the updated file and license through a secure file transfer service. We just need the plugin and licenses to update it. We will not purchase or pay for any premium plugins or licenses on your behalf, you will need to do this directly with the plugin vendor.