Chris
Care & Support Director
25+ years in technology, including running his own IT support company before joining CyberOptik in 2020. Focused on clear communication long after launch, not just closing tickets.
Website Care
A real person answering your WordPress support requests
Most support tickets disappear into a queue and come back days later from someone who's never seen your site. Support is included with a CyberOptik care plan, so you get a dedicated point of contact instead.
WordPress questions come up constantly: something looks broken, a form stopped sending emails, a plugin update changed how a page looks, or you just need to know how to do something in the admin. Premium Support means those questions go to a real person who already knows your site, not a generic ticket queue.
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700+
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800+
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4.9/5
Why us
Why teams use us for this
Most WordPress support is built around ticket volume, not your actual site. Ours is built around knowing your site because we're already hosting and maintaining it.
- Dedicated point of contact. You're not explaining your site from scratch to a new person every time. The same team handles your requests.
- Not a ticket queue. Requests come in by email and go to a person, not a support system that ranks you by ticket number.
- Same or next business day response. You're not waiting a week to hear back on something urgent.
- Priority handling for urgent issues. A site that's down or a form that's broken gets bumped ahead of routine questions.
- We already know your site. Since we host and maintain it, we're not starting cold when you write in. That's the whole point of bundling support with a care plan.
What's included
What Premium Support actually covers
- Questions and guidance. "How do I do X in WordPress?" is a normal support question, and it's included.
- Troubleshooting. "Why isn't this working?" gets investigated, whether it's a plugin conflict, a display issue, or something that just looks off.
- Diagnosing broken forms, plugins, or pages. If your contact form stopped sending emails or a plugin update broke something, we dig into why.
- Walking you through the WordPress admin. If you're not sure where a setting lives or how to make a small change yourself, we'll show you.
- A straight read on whether something's a real problem. Sometimes what looks broken isn't. We'll tell you straight either way.
- Second opinions on plugin choices and security investigations. Thinking about installing something new, or worried your site's been compromised? That's a support conversation, not a billable project.
Requests
How to send a support request that gets moving fast
Requests that land with the right context turn around faster, since we're not going back and forth just to figure out what you meant. Three things to include when you email us:
- The site URL. If you manage more than one site with us, tell us which one. If it's a specific page, link that page.
- A clear description of what you need. What's happening now, and what you want to happen instead. If something's broken, when did it start.
- Supporting visuals if they help. A screenshot or a short screen recording of the issue is worth ten paragraphs of description, especially for anything visual.
Full checklist and examples: What to include when contacting our helpdesk.
Straight breakdown
How the support and hourly line actually works
Here's how it works: support is included with your care plan. That covers questions, troubleshooting, and guidance, anything where you're asking us to explain, diagnose, or investigate something on your WordPress site. If your form stops sending emails and you want to know why, that's included. If you're not sure whether a plugin update broke something, that's included. If you want to know how to do something in the admin, that's included too.
Where it changes is when the request is to actually change something on the site. Adding new content, tweaking the layout of a page, building a new feature, these are all client-requested changes, and they're billed hourly. The distinction isn't about difficulty, it's about whether you're asking us a question or asking us to build something. "Why isn't my form sending emails?" is support. "Can you add a new field to my form?" is billable work.
We won't surprise you with this. If a request you send in turns out to be billable rather than included, we'll say so before we start the work, not after it shows up on an invoice.
Who's behind it
The team handling your requests
These are the people your requests actually reach, not a ticket routing system.
Patrick
Website Care Manager
Runs our hosting and care infrastructure since 2014. Track record of resolving even the messiest server and PHP issues without a lot of hand-holding.
Timeline & investment
What to expect
Support is simple to use and simple to price. Here's how the two sides break down.
How it works
- ✓Submit your request via email. Tell us what's going on, ideally with a page link or screenshot.
- ✓Response same or next business day. Not next week, not "someone will get back to you eventually."
- ✓Priority handling for urgent issues. Something down or broken gets bumped ahead of routine questions.
- ✓Dedicated point of contact. The same people handle your requests, so we're not starting from zero each time.
Investment
- ✓Support is included with any care plan, which start at $99/mo.
- ✓Client-requested changes are billed hourly, at a straightforward rate we quote before any work starts.
- ✓No hidden fees, no surprise invoices. If a request is billable, we tell you upfront.
Is this right for you?
Who Premium Support is (and isn't) a fit for
We'd rather turn down a bad fit than sell you the wrong thing. Here's the straight cut.
You're a fit if
- ✓You've been burned by ticket-queue support elsewhere
- ✓You want a real person who already knows your site
- ✓You occasionally need something explained or fixed but don't need a full dev team on retainer
- ✓You're running WordPress and don't want to become an expert in it
- ✓You value response speed over finding the absolute cheapest option
You probably don't need this if
- ✗You have an in-house WordPress developer already
- ✗You rarely need help with your site
- ✗You're comfortable Googling your way through issues yourself
- ✗You'd rather pay per ticket than carry a monthly plan
If that's you, we'll say so on our first call. No hard sell.
Good to know
FAQs
How do I request support?
Send us an email with what's going on. A page link, a description, and a screenshot if you have one helps us start fixing right away instead of going back and forth.
How fast will you respond?
Same or next business day for standard requests. Anything urgent, like a site that's down, gets priority handling.
What's the difference between support and billable work?
Support covers questions, troubleshooting, and guidance, it's included with your care plan. Actually changing something on the site (adding content, tweaking a page, building a new feature) is client-requested work and gets billed hourly. If you're asking us a question, that's support. If you're asking us to build or change something, that's billable.
Can I cancel anytime?
Yes. Care plans don't lock you into a long-term contract.
What if I'm not sure whether my request is included or billable?
Just send it in. We'll tell you straight which side of the line it falls on before any billable work starts. No surprise invoices.
Keep exploring
What to look at next
WordPress Maintenance
Updates, backups, monitoring, and security so your site stays healthy in the background, not just when something breaks.
See maintenance plansWordPress Hosting
Managed hosting from the same team that maintains and supports your site, so nothing falls through the cracks between vendors.
See hosting plansHacked Site Cleanup
If your site's been compromised, this is the emergency service. Existing care plan clients get it covered.
Get help nowNeed a real person on your WordPress site?
Book a free 20-30 min call. We'll look at your site, tell you what makes sense, and quote a real number.