“Unlimited” is doing a lot of work in the phrase “unlimited WordPress support”. It never means infinite — and any provider who implies it does is being slippery. Here’s how the model actually works, including how ours works, so you can compare offers honestly.
The core mechanic: unlimited requests, limited size
Every serious unlimited plan works the same way: you can submit as many tasks as you like, but each task must fit inside a size limit. At WP Hero the limit is 60 minutes of work per task. Change a banner, fix a broken form, update a plugin that’s misbehaving, adjust some CSS — all fine, as often as you need. Rebuild your homepage — that’s a project, and it gets quoted separately.
Why the limit exists (and why it protects you too)
Without a size cap, one customer with a redesign disguised as “a few tweaks” would consume the capacity that keeps everyone else’s response times fast. The cap is what makes the flat fee and the SLA possible. A provider with no stated limit either has one hidden in the terms, or will get slow for everyone as they grow.
The fine print to check — anywhere, including with us
- What’s the task size limit? Ours: 60 minutes. If it’s not stated, ask.
- How many tasks run at once? Most plans (ours included) work tasks one at a time per site, in queue order. “Unlimited” is about volume over time, not parallel teams.
- What’s explicitly excluded? For us: redesigns, custom development, large migrations, content writing, SEO campaigns. Anything over 60 minutes gets a quote first — no surprise invoices.
- Is there a fair-use clause? Read it. Reasonable ones prevent abuse; vague ones let providers throttle you arbitrarily.
- Response time vs completion time. “4-hour response” means we’ve seen it and started, not that everything finishes in 4 hours. Any provider promising all tasks completed in hours is overpromising.
The honest summary
Unlimited plans are a genuinely good deal for the way real businesses use websites: a steady drip of small needs, forever. They are the wrong product for a big one-off build. Know which one you’re shopping for, and read the limits before you sign — ours are on the pricing page in plain English.