WordPress Maintenance FAQ — Your Questions Answered
Everything you need to know about Otterly Help’s plans, services, billing, and support. Can’t find your answer? Reach out — we’re happy to help.
To get started, all we need is access to your hosting control panel and your WordPress admin panel. After checkout, you’ll be redirected to our secure form to provide these credentials. All data is encrypted and handled with the utmost care and confidentiality.
Our plans do not cover SEO work, cleanup of already-hacked or malware-infected sites, or full website redesigns. If you’re unsure whether your need falls within scope, reach out before signing up and we’ll give you a straight answer.
Yes — best-in-class cloud hosting is available as an add-on to any plan tier. We also offer complimentary site migrations to make your onboarding as smooth as possible.
Not at all. We integrate seamlessly with virtually any hosting provider. Whether you’re on WP Engine, Kinsta, SiteGround, Bluehost, Cloudways, or a custom host — we can work with your existing setup. No forced migrations.
We do not support WordPress Multisite installations at this time. Each plan covers one standard WordPress site. For multi-site or enterprise needs, please contact us to discuss options.
Each plan covers one website. If you manage multiple sites, we offer multi-site, agency, and enterprise plans — contact us for pricing and details.
Additional support time is available at a discounted hourly rate based on your plan tier — 5% off on Starter, 10% off on Growth, and 15% off on Advanced. We’ll always let you know before billing anything beyond your plan.
Unused support time does not roll over from month to month. You’re welcome to adjust your plan tier at any time if your usage needs change.
Yes — you can upgrade or downgrade your plan at any time. Contact our customer service team and we’ll make the change. New tier pricing takes effect at the start of your next billing cycle.
Monthly subscribers (Starter plan) can cancel at any time — cancellation takes effect after the current billing month. Growth and Advanced plans have a 3-month minimum commitment. After the minimum, you can cancel with the same policy.
You’re always welcome to make updates yourself. This won’t change our update process or your billing cycle. Monthly subscribers can cancel at any time, effective after the current billing period.
You can submit unlimited support tickets. Your monthly included support time will be applied to each request. Once your included time is used, additional time is billed at your plan’s discounted hourly rate.
Our support team is available Monday through Friday, 9 AM – 5 PM Eastern Time. Tickets submitted outside those hours are answered at the start of the next business day. Uptime monitoring runs 24/7 — so if your site goes down at 2 AM, we’re tracking it and ready to respond when the team is online.
You can submit a request any time via our Submit a Request page. Describe what you need in plain English — no technical knowledge required. We’ll confirm receipt and handle it within your plan’s turnaround window.
Still have questions?
We’re happy to answer them directly. Reach out and we’ll get back to you within one business day.
Getting Started is Easy:
Choose A Plan
Pick your plan from the choices above and complete checkout.
Share Access
We'll redirect you to our secure form to provide login access. All data is encrypted.
We Get Started
Your pending site updates get done right away. Submit a request any time.