Question 1

What's included in each support package?

Accepted Answer

All packages include 24/7 website monitoring, security updates, daily backups, and email support. Higher tiers add priority response times, performance optimization, monthly reports, and dedicated account management.

Question 2

How quickly do you respond to support requests?

Accepted Answer

Our Professional package includes email support within 2 hours. Premium offers priority 1 hour response time, and Enterprise includes 24/7 monitoring with 30 minutes response for critical issues.

Question 3

What platforms do you support?

Accepted Answer

We support all major platforms including WordPress, Shopify, WooCommerce, custom PHP sites, Next.js, React, and static sites. If you're using a different platform, contact us to discuss compatibility.

Question 4

Can I cancel my support package anytime?

Accepted Answer

Yes! All packages are month-to-month with no long-term contracts. You can cancel anytime with 30 days notice. We also offer a 30-day money-back guarantee if you're not satisfied.

Question 5

How do I request support?

Accepted Answer

Simply email us at hello@mtxstudio.com. Describe the issue, and we'll respond according to your package's response time guarantee. Emergency issues get immediate attention.

Question 6

Do you provide backups of my website?

Accepted Answer

Yes, all packages include daily automated backups stored securely offsite. We retain 30 days of backup history, and you can request a backup restoration anytime at no extra cost.

Question 7

Can I upgrade or downgrade my package?

Accepted Answer

Absolutely! You can change packages anytime. Upgrades take effect immediately, and downgrades apply from the next billing cycle. No penalties or fees for changes.

Question 8

What happens during security updates?

Accepted Answer

We test all security updates in a staging environment before applying to your live site. Updates are scheduled during low-traffic periods (typically late evening UK time) to minimize any disruption.

Frequently Asked Questions

Frequently Asked Questions

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