WordPress Support: find out how this service works on Stage, by Rock Content

Some say that having a website or blog is like having a child, because you need to take good care of it so it grows and becomes strong.

For that, you must count on the help of a team that is always watchful to solve problems that the website presents, in addition to helping you to make it achieve success. This is what a WordPress support team does.

In this article, we will talk about how support for websites and blogs works, as well as how this service is offered by Stage, the results-focused WordPress solution developed by Rock Content. Below are the topics we will cover.

• How does support for websites and blogs work?
• How does WordPress support work on Stage?
• How does website migration to Stage work?

Shall we go ahead?

How does support for websites and blogs work?

One of the first steps in a website creation process is to choose the hosting service, which is the space on the internet where all the files on your website will be stored (text, images, videos, etc.). Once you hire the service, access to support is also usually included in case you have any kind of problem.

The most common problems on websites are:

• site load slowness;
• downtime (by displaying an Error 500 message);
• broken website after a modification is made.

Even though hosting services support are present—in some cases—24 hours a day, 7 days a week, they have limitations in solving the above problems. In the event of slowness or a broken website due to any customer action (such as changing the theme or installing plugins), the support’s stance is usually to solve them on their own.

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However, if the customer is the owner of a company with little programming knowledge that created the website to increase business opportunities over the internet, how to do this? This is what we will answer next.

How’s Stage support?

Stage was developed to help WordPress websites to obtain results on the internet. For this reason, support needs to be able to help all customers achieve that, even if they do not have programming knowledge. Shall we see an example?

A broken website—that is, when all the template information is cluttered on the screen, making the visitor’s experience confusing—usually occurs when a theme is updated or when a new template is installed. As much as Stage does not apply this correction directly, the support team explains why it happened and offers guidance on what should be done.

When the situation is complex, it is recommended to look for a developer who can execute the instructions provided by Stage support. Regardless of the customer’s level of knowledge, support provides guidance so that no one is unattended when being served by Stage.

How does WordPress support work on Stage?

First of all, we must remember that support is not just about serving the customer when there is an specific problem, but to perform a series of actions to guarantee the website’s good performance. Let us now look at each of them below.

WordPress updates

WordPress updates are necessary for a website or blog to continue functioning properly within the CMS. However, depending on the contracted server, they need to be done manually through the dashboard. At Stage, you do not have to worry about that, as they can be requested.

CDN cache service

Although cache is important for navigability, cleaning it from time to time is also necessary. So much so that, whenever we have problems accessing a website, one of the first instructions we hear is to clear the cache.

On Stage, the cache service is performed on the CDN, thus reducing latency during the process of storing copies of files in a cache or temporary storage location, making it accessible more quickly.

Weekly antivirus scan

The Stage antivirus is run once a week to keep the site secure. WordPress invasions can occur from malicious scripts that get to the website usually through:

• outdated plugins;
• pirated plugins or from dubious sources;
• outdated themes;
• pirated themes or from dubious sources;
• use of weak passwords.

These invasions don’t usually happen for a purpose (for example, a competitor’s attempt to take down your website). The malware is simply added maliciously from the mentioned routes and others.

If a threat is detected, a report is generated pointing out which files are infected so that the customer can take the necessary actions. Unlike what happens with other hosts, the infected website is not banned and guidelines for cleaning are offered.

Security protocols

Stage has protocols that make your website secure. For example: if 3 wrong login attempts are made via an IP address, it is blocked.

Here is another example: the antivirus scan captures the cause of more than 90% of the types of viruses, that is, the main ones that exist in the world. Another protocol relates to backup restores in WordPress, which is essential to protect your website’s files, especially when the worst happens: a virus deletes all content.

Technical level service

The service at Stage is done by chat, email or phone from Monday to Friday from 8 am to 5 pm. Although it does not work 24 hours, you can request support at any time, as the platform creates a ticket that can be answered as soon as possible within the aforementioned days and times, whether referring to questions or infrastructure problems.

The maximum response time is 24 hours so that you will not go more than 1 business day without receiving our support. In addition, the service is of a technical level, which means it is aimed at bringing the solution to your problem in that time interval instead of simply sending a message that says “we are verifying, we will return when we have solved it”.

How does website migration to Stage work?

Lastly, here is a recurring question from those who choose Stage: how to migrate an existing website to the platform.

There are several advantages of having your website within the Stage platform, as shown by our successful client stories. The main ones are related to security and also to performance so that your website is faster and has greater chances of increased visibility on Google.

Sites that are not on WordPress cannot be migrated. After all, the CMS used may have different features than the ones found in WordPress, which can hinder the website’s usability or the user experience.

Therefore, in such cases, we recommend that a developer—who can even be appointed by Stage if necessary—performs this CMS switch to WordPress first. Once it is completed, the website can be migrated to Stage.

On the other hand, WordPress site migrations can be carried out in a very simple way through a Stage consultant so that they recommend the most appropriate plan to migrate your website.

By the way, now that you know how the WordPress support works on Stage, how about seeing the platform in action? Stage is part of our marketing toolkit, the Content Cloud. Try it right now!

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