Frequently Asked Questions

Yes.

If you're an existing Cinch customer and need our assistance with your website, please submit a Support Ticket and we'll contact you as soon as we are able.

If you are not an existing Cinch customer and need assistance, please reach out via email or start a chat. We'll be happy to answer any questions you may have.

Nope. We support ALL WordPress sites. So, whether you're using a free, paid or custom theme built specifically for you, we'll support it.

Why yes, we support both WordPress Multisite and Multisite Network. However, the wide variety of setups options and configurations require that we get more information up-front.

No, billing is month to month (billed monthly on your card). You can cancel at anytime. If we were pro wrestlers, we'd put long-term contracts in the sleeper hold. Cancel whenever you want, but it'd be better if you stayed :)
Billing is month-to-month and is automatically charged to the card on file for your convenience. You can cancel whenever you want, but we’d rather you stay.

Yes, we will. When you first sign up, we complete a site audit. We may spend several hours fixing minor issues with your site to improve the functionality and performance. If you have additional requests to improve the site or fix content related items that are broken (things go beyond general maintenance), we can most likely address those things as 30 Minute Fixes. If you want your entire site redesigned and rebuilt, well, that may take upwards of 40 - 150 hours and that's not covered :) But, we can get you a bid!

No, sorry, we only provide development services to customers on our support plans.

We create an Admin User for Cinch (you retain full control and can remove us at any time). We then add the necessary plugins to connect your site to our backup, security and software tools. For a more detailed explanation of this process, please see our How We Connect to Your Site post.

In certain circumstances we will need access to your hosting account. This will give us access to the site files and the database to fix things.

Most website hosts provide free backups as part of your hosting. However, these backups are not useful (not good enough) in a wide variety of scenarios to actually restore your site quickly and fully (if your site gets hacked, crashes, server failures). If your site crashes or your server fails, you will need to restore it quickly. Most hosts will not do a quick restore. Learn more about cloud backups.

Plugins are software extensions with a certain set of functions that can be added to your WordPress site to expand the functionality. Plugins can do anything from adding a photo gallery options to your site, to a sophisticated calendar, to running an affiliate program. There are thousands of plugins available, either free or licensed (Premium Plugins), and most all WP sites have a variety of plugins installed. Like everything, there are good and bad plugins. Some plugins are supported and updated often, some plugins are old out of date and break your site. Learn more about plugin audits.

We update every plugin that we’re allowed to. From time to time, we find a premium plugin installed on a customer’s site that has not been licensed or has expired. If we’re not able to update it, we will send you a message through our support system about the issue and ask you to renew the license or ask if we can take over the license renewal process for you (in this case, you will be charged an annual fee relative to the license cost). Learn more about premium plugin management.

A staging environment is used to make an exact replica of your website in a secure environment to run tests before deploying changes or development updates to the live site. Staging environments are used to test code, test software updates, and for design updates or new site builds to ensure the site is working as it should. Learn more about staging sites.

Once in a while, an update to a theme or plugin will cause unexpected issues with your site. In these rare cases, we first roll your site back to a previous state, then investigate what went wrong. We inform you of what happened, and give recommendations to remedy the issue.

No, not unless it’s approved by you. Some fixes are beyond 30 min fixes. We charge for development time over 30 minutes at a reduced rate of $50/hr. If you’d like us to manage your premium plugins, there will be a charge for the software license. Learn more about 30-minute fixes.

If you are a current customer and would like to make a support request, please email us at support@cinchws.com or chat us through the site.

Not at the moment, no. Our entire real, live staff is U.S. based, and have real lives. If we get enough demand for support at 1am in the morning we'll consider adding it.
Our support hours are 9am - 6pm Central, Monday through Friday.

1. Login to your account at cinchws.com
2. Click the link to “Subscriptions” in the sidebar
3. Click “View” on each subscription
4. Click “Change Payment” and update your card

1. Login to your account at cinchws.com
2. Click the link to “Subscriptions” in the sidebar
3. Click “View” on the subscription you wish to cancel
4. Click "Cancel"l

Yes! We’d love to partner with you. Our affiliate program is ideal for website designers, developers, or digital marketers that do not provide ongoing maintenance. Learn more about becoming an affiliate.

Yes, we do, but only for Cinch maintenance subscribers. Learn more about managed WordPress hosting.