Frequently Asked Questions

Below you can find answers to most commonly asked questions about our services.

Our support hours are 5 PM – 5 AM Pacific Time or 8 AM - 8 PM Philippine Time, Monday through Friday. Any support tickets submitted during off-hours are immediately attended to during our regular support hours. However, 24/7 support can be negotiated with an Maintenance Plus Plan - contact us for more information.

Note: Uptime monitoring is 24/7. This is only for technical support.
After you have selected and purchased your maintenance plan, you need to fill out our Client Form so we can collect some details about your site. This helps us connect to your site in order to install our services offered (i.e., security monitoring, backups, and plugins). Our team keeps these credentials private and will never share these details with anyone not associated with Primo Collab.
The site is immediately rolled-back to the backup state taken prior to performing the update. The methods for this vary in some cases (due primarily to e-commerce functionalities, if present). From there, you’ll be notified of the issue. The majority of issues are addressed free of cost, however, custom plugins, issues introduced by users, or particularly time-consuming issues may be billable. Primo Collab will notify you in these cases.
Primo Collab continuously monitors customer sites using ongoing security scans by our partner, Sucuri Security. Common issues are also manually checked whenever relevant. Unfortunately, even with proactive monitoring, no one can catch every security issue. In the event a security issue does occur, our goal is to respond immediately within business hours. Valid security concerns are of the highest priority over any and all development work, company-wide.

In the event your site gets hacked, we have a Hacked Site Cleanup & Repair service available for Free on ALL Plans.
We provide several ways for you to contact us. You can always send an email at any time to [email protected]. Alternatively, you may login to your Account dashboard panel and submit a ticket.

If you are on Business or Maintenance Plus plan, you will have access to our Slack Channel and can collaborate with our team in real-time during business hours.
You may upgrade or downgrade at any time by purchasing another Web Maintenance Plan. Any current maintenance subscription will be continued until the final day before applying the new subscription plan. If you signed up for a yearly subscription, the new subscription plan will be applied at the end of your current plan.
Yes, weekly updates are performed on the production website under both the Maintain Pro and Plus plans. If you have a separate staging environment that you would like to test updates on, you will need to upgrade to our Maintain Plus plan.

Our Maintain Plus plan includes connecting your site to a repository and keeping you informed when the updates are ready for your review on staging before pushing them to production.
We support WordPress Multisite and WordPress Multi-network. Because of the highly differing uses and structures in use by both, we do ask for more information, as our team is informed from the start of any particular configurations that may be unique to your network.
Yes! We would love to design and develop your website. We've helped professionals and small-to-medium sized businesses achieve their goals on their website.

We're not just designers and developers. We build a relationship with our clients and become their partner. Read more about our website solutions.

Let us hear about your idea, new project, or existing project. Get in touch with us today to get started!
Yes, provided that the backup is available. We’re happy to restore a site at no additional charge for any of our client.
We provide insights and helpful tips that will greatly improve your SEO ranking based on our experience but if you want us to apply these optimizations you need to either upgrade to Maintain Plus plan or avail our hourly support program.
Unfortunately, no. Each WordPress site has different requirements and transferring to another website may require setting up again our security plugins and configuration.

If you wish to transfer maintenance from one site to another, you will need to cancel your current maintenance plan and proceed through the initial signup process once again.
In order to downgrade or cancel your subscription, please contact us directly and we'll be there to assist you.
We offer a 30-day full refund on our Web Maintenance service in any case you feel our work is not up to your standard.

However, payments for custom web design and development projects are made to us in increments as a courtesy to the client. Once a payment or deposit is made, it is non-refundable. If a project is canceled or postponed, all the money paid are retained by Primo Collab and if applicable, a fee for all work completed beyond what was already paid for shall be paid by the client. Please refer to our Refund Policy for more information.
Yes. You may purchase another maintenance plan for a separate website using your same account. We also offer discounts for multiple maintenance subscriptions, contact us to know more!
Yes, there are 2 parts in setting up your website's SSL. First, you need to purchase an SSL certificate and have it installed on your server. Once that’s done, your website needs to be configured to use HTTPS.

We offer FREE SSL Certificate and Installation for websites that are hosted on our server. Contact us to know more about our Fully Managed Hosting service.