Care plans range from genuinely excellent to an invoice for someone logging in monthly and clicking “Update All”. These ten questions separate them. Ask every provider — including us; our answers are at the end of each one.
1. Where are backups stored, and how often do they run?
The only good answer: daily minimum, stored off the hosting server. WP Hero: daily, off-site, 30-day retention.
2. If I leave, do I get my backups and my site?
You’re checking for hostage-taking. Everything should be handed over cleanly. WP Hero: yes, everything, no fee.
3. Must I move my hosting to you?
Bundled hosting isn’t automatically bad, but forced migration is a lock-in mechanism. WP Hero: our Basic plan includes hosting, but we support sites wherever they live.
4. What is your response time — in writing?
“We’re usually quick” is not an SLA. WP Hero: 4 business hours on Standard and up, in the plan terms.
5. What exactly counts as an included task?
Get the size limit and exclusions stated upfront, or every request becomes a negotiation. WP Hero: anything under 60 minutes; redesigns, custom dev and migrations quoted separately.
6. How are updates applied?
The answer you want involves “one at a time”, “backup first” and “checked after”. The answer you don’t: “auto-updates are enabled”. WP Hero: weekly, sequential, backup-first, verified.
7. What happens if my site is hacked on your watch?
Is cleanup included or a fresh invoice? WP Hero: malware removal included on Standard and Pro.
8. Who actually does the work?
In-house, offshore ticket farm, or one person who might be on holiday? Any answer can be fine — but you should know.
9. What do I get as proof of work?
If nothing is reported, how do you know anything happened? WP Hero: task-by-task confirmations; monthly reports on Pro.
10. How do I cancel?
Monthly plans should cancel with a click or an email, effective end of cycle. Long lock-ins on a maintenance plan are a smell. WP Hero: cancel any time, no exit fees.
Scoring
A provider who answers all ten plainly and in writing is probably good. Two or more dodges — keep shopping. This industry earns trust in the fine print.