WordPress Website Support
Core, theme and plugin work on live sites — without breaking what already works.
- White screen & fatal error recovery
- Plugin conflicts and safe updates
- Malware cleanup and hardening
- Speed and Core Web Vitals fixes
SolTech247 Support Desk
One place to report a problem, find an answer, or reach an engineer — for every WordPress site, Shopify store, SEO campaign and ad account we run. Median first reply: 14 minutes.
Platforms and tools we support every day
What We Support
A ticket goes straight to the person who works on that platform daily — not into a queue where it waits for triage.
Core, theme and plugin work on live sites — without breaking what already works.
Checkout, apps, theme code and product data for stores that need to keep selling.
When traffic drops we find out why — indexing, penalties, or an update that moved the goalposts.
Disapprovals, tracking gaps and spend that stops converting — handled before budget burns.
Scheduling, page access and creative requests for the accounts we manage.
The infrastructure layer — where most "the site is down" tickets actually start.
Knowledge Base
Written by the team that does the work. Start here — about half of all tickets are solved by one of these before anyone needs to reply.
The five details that turn a vague report into a same-day fix.
What counts as P1, and why not everything can be one.
Set up a limited admin account instead of sharing your own password.
Three checks you can run before opening a ticket.
A staging-first routine that has never taken a client site down.
Where your restore points live and how far back they go.
Care Plans
Every plan includes the ticket desk, the knowledge base and regular backups. What changes is response speed and how much hands-on work is included each month.
For new sites and small businesses taking their first step online.
The balance most of our clients settle on — faster replies, real monthly hours.
For stores and high-traffic sites where downtime costs real money.
Several sites, several brands, or coverage windows you define yourself.
Response Targets
We grade every ticket the moment it lands. These are the targets we hold ourselves to — if we miss one, you hear it from us first.
| Priority | What it looks like | First reply | Target fix | Covered |
|---|---|---|---|---|
| P1 · Critical | Site or store offline, checkout broken, revenue stopped | 30 min | 4 hours | Every day, all hours |
| P2 · High | A key feature is broken — forms, payments, tracking, login | 2 hours | 8 hours | Every day, all hours |
| P3 · Normal | Something is wrong but there is a workaround | 8 hours | 2 working days | Business hours |
| P4 · Low | Content edits, small design tweaks, questions | 1 working day | 5 working days | Business hours |
Client Portal
Open tickets, past work, invoices, hosting renewals and report downloads — all in one login, so you never have to chase a status update over WhatsApp.
How A Ticket Moves
Someone reads it, assigns a priority, and tells you which one it got. No silent queues, no auto-replies that go nowhere.
Anything risky is tested on a copy of your site before it touches the live one. Your visitors never see the work happening.
You get what was wrong, what we changed, and how to stop it happening again — in plain language.
Emergency
Skip the form. Call or message directly and mark it P1 — an engineer picks up P1 messages at any hour, on any day.
FAQs
No. If we built your site you can always reach us, and one-off fixes are billed hourly. A care plan just means faster response targets and included hours every month.
Median first reply across all tickets is around 14 minutes during desk hours. P1 emergencies get picked up at any hour — that is what the phone line and the P1 WhatsApp are for.
Your site is offline, checkout will not take orders, your domain or email has stopped working, or an ad account was suspended. Slow pages and design tweaks are not P1, even when they are annoying.
Yes. We start with a health check to see what we are inheriting, then quote from there. Some sites need cleanup before a care plan makes sense, and we will say so honestly.
Almost never. Risky changes go to a staging copy first, get tested, and only then move to live — usually during your quietest traffic hours.
Anyone you name. Send us the email addresses and we will add them, so your team is not waiting on one person to forward things.
Weekly on Starter Care, daily on Growth and Scale, kept for 30 days. Before any major update we also take a manual restore point.
Yes, on request, and it is standard on custom plans. We can also work with limited-access accounts rather than full admin where your policy requires it.
Get Started
Send us your URL. We come back with speed, SEO and security findings — and tell you honestly whether you need a care plan or just one afternoon of work.