Frequently Asked Questions

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Top 10 Questions

The time required for your Website Build depends on factors such as the amount of content your site requires, the complexity of the features required, and your team’s responsiveness during the project.

But the baseline estimate for our typical $4,500 six designs with fifteen pages Website Build is between 8-10 weeks.

Yes, we do. Our link building for SEO will raise your website’s authority and boost search visibility in search engines. Combine that with our Google My Business Management service to optimize and further amplify your business’ local presence by attracting more local prospects to your GMB listing and website.

If instead, your goal is to put your business in front of potential clients when they are looking for the same products and services you offer, our Google Ads Management service is just what you need. This can help you put your message in front of the right people at the right time.

YES! Pronto has been building and supporting eStores using WooCommerce since 2016.

WooCommerce provides a wide array of functions that make online sales transactions a snap. You get everything from personalized storefront designs, to inventory management with packing lists and invoices, to integrations with accounting tools like Quickbooks. Plus you can also choose from hundreds of plugins and dozens of payment gateways, events and ticketing services, catalogs and quote requests, and more.

Or, you can keep things simple with uncomplicated products and services listings and a basic form for accepting payments and sending invoices.

We can set up and help manage your store, but we recommend our Dedicated Support plan if eCommerce is your main business, or if you need hands-on training for your store.

Website Support

The most popular solution for small- & mid-sized companies. Includes unlimited website edits, WordPress consultation, and Platform Maintenance by our team of WordPress experts.

Dedicated Support

Includes all the features of “Website Support,” with a dedicated site manager who will handle all your requests via your own personal task board.

Technical Support

Ideal for our web-savvy customers. Does not include website edits, but includes hosting & routine upkeep on our secured Pronto Platform.

Yes, we do! Read below to see what is included within “website edits”.

INCLUDED

Website edits include any changes that can be carried out by our WordPress Support Specialists, without the need of additional copywriters, designers, or developers. Normally this includes changes to your existing pages or content, but can also include adding new content as long as it’s provided by you, e.g. adding a new blog post where you’ve sent in the ready-to-go copy and images.

This also includes backend edits such as website setup, configuring and troubleshooting plugin settings where supported, and HTML/CSS adjustments.

NOT INCLUDED

Anything that requires new content creation or more custom web development can be carried out by our Projects team on a pay-per-project basis:

  • Copywriting or editing such as creating headlines, service pages, or proofreading content
  • Design work such as graphic design, image/icon sourcing, new page layouts, or creating mockups
  • Development work that is more complex such as Javascript/PHP changes, building new page designs, editing plugin/theme code, and any large-scale projects such as adding new features or functionality to your site

No. On our hosting and maintenance plan you’ll have access to our technical engineers, but not our website support team.

To make website edits, you can access the WordPress dashboard of your site to make changes yourself, or you can upgrade to our Website Support plan for an additional $100/m to take advantage of our unlimited website support!

Yes, providing it passes our plugin policy which ensures the plugin is not a security risk and works well with the other plugins on our platform.

When you request a new plugin or feature, our team might recommend an alternative that we already support, or that we know is tried and tested.

We can also unlock your website which will allow you to install your own plugins. We only recommend this for technically savvy website owners, as installing, updating or removing plugins can cause the site to break

Yes, we can. The same team that handles your initial Website Build will be able to customize pages for promoting your products, services, events, or promotions, and for offering visitors free eBooks, videos, and consultations in exchange for their email addresses.

Depending on your requirements, there may be an additional charge for creating new content.

We do not offer phone support on our Technical Support or Website Support plans.

However, if you are working on a Project or are signed up to Dedicated Support, you can request a call with your Project/Site Manager at any time!

On Technical/Website Support, you can contact our agents through our helpdesk or live chat 24/5.

We aim to get back to you and start work on all requests within 8 hours of submission. Complete resolution of requests depends on their size and scope:

  • Small requests, such as single page change, we aim to solve within 24 hours
  • Medium requests, such as multiple page changes, we aim to solve within 72 hours
  • Large requests, such as multiple new page additions, can vary greatly but we aim to solve these within 5 business days or longer if this is a larger project
Sales

Yes, we do. Here is a link to our regularly updated showcase where you can browse our work. And, you can share your ideas and branding guidelines to help us create a truly customized website for your business.

A lot of WordPress support companies provide only a small part of what it takes to have a successful website, but Pronto isn’t just a WordPress support company. We’re an end-to-end web presence management solution all under one roof.

We have a wide range of specialists with expertise in everything from developing new websites to providing fast and secure hosting to and delivering exceptional, on-going support.

Or if you’re looking to expand your online reach, we have marketing experts standing by to help with SEO, online advertising, and content marketing.

And on top of that, we provide access to our custom-built Pronto Dashboard, which gives valuable insights into your site’s traffic and performance.

Gone are the days of coordinating projects across multiple vendors. At Pronto, we’re your one-stop shop for all your online needs.

Yes! If you already have a WordPress site, we can host and support it too.

If you have an inquiry about your site or are interested in this, contact us and our technical support team will help you migrate your site.

Our support plans are per site, so each new site that Pronto supports (including subdomains) will add a new plan to your account.

Different sites can be on different plans however, so you could have one site on Technical Support (Hosting and Maintenance) and one site on Website Support for example.

If you have several sites that you’d like us to manage, please talk with our sales team.

All Pronto-built websites include “Maintenance” SEO:
We conduct an evaluation of your existing website so we can redirect relevant pages to your new site, create a site map based on SEO best practices, update URLs so they are SEF (“Search Engine Friendly”), and conduct pre-launch “on-page optimization” of all the headings, titles, and keywords throughout your new website.

For more robust Search Engine Optimization services, visit our Google My Business Management or Link Building for SEO offerings.

Yes, we do. Our link building for SEO will raise your website’s authority and boost search visibility in search engines. Combine that with our Google My Business Management service to optimize and further amplify your business’ local presence by attracting more local prospects to your GMB listing and website.

If instead, your goal is to put your business in front of potential clients when they are looking for the same products and services you offer, our Google Ads Management service is just what you need. This can help you put your message in front of the right people at the right time.

Our team follows marketing best practices and will be happy to share recommendations along the way, but our main focus is on execution, not strategy. You provide us with your vision and we’re here to help you make it a reality.

If you’re looking for a marketing strategy, our Growth Management division might be a better fit. You can work with a dedicated marketing strategist to develop a marketing plan, custom website, and marketing campaigns to boot. Learn more here.

Yes, we do have reseller and partnership opportunities. Reach out to us here to learn more.

Website Support

Website Support

The most popular solution for small- & mid-sized companies. Includes unlimited website edits, WordPress consultation, and Platform Maintenance by our team of WordPress experts.

Dedicated Support

Includes all the features of “Website Support,” with a dedicated site manager who will handle all your requests via your own personal task board.

Technical Support

Ideal for our web-savvy customers. Does not include website edits, but includes hosting & routine upkeep on our secured Pronto Platform.

Technical Support (Hosting and Maintenance)

  1. First, we’ll get your website hosted on our state-of-the-art servers
  2. Our engineers will run optimizations, security fixes, upgrades, and activate our premium plugins to supercharge your website
  3. We’ll continue to take care of your website from there, and send you monthly emails highlighting website upgrades.

Website Support

  1. First, we’ll complete everything in Technical Support
  2. Please read through our guidelines for submitting website requests for any future website tasks you might need
  3. Submit a ticket whenever you’d like to update your website!

Dedicated Support

  1. First, we’ll complete everything in Technical Support
  2. Your dedicated Site Manager will reach out offering an onboarding call, and introducing your very own Pronto task board
  3. Work directly with your Site Manager whenever you’d like to update your website!

Yes, we do! Read below to see what is included within “website edits”.

INCLUDED

Website edits include any changes that can be carried out by our WordPress Support Specialists, without the need of additional copywriters, designers, or developers. Normally this includes changes to your existing pages or content, but can also include adding new content as long as it’s provided by you, e.g. adding a new blog post where you’ve sent in the ready-to-go copy and images.

This also includes backend edits such as website setup, configuring and troubleshooting plugin settings where supported, and HTML/CSS adjustments.

NOT INCLUDED

Anything that requires new content creation or more custom web development can be carried out by our Projects team on a pay-per-project basis:

  • Copywriting or editing such as creating headlines, service pages, or proofreading content
  • Design work such as graphic design, image/icon sourcing, new page layouts, or creating mockups
  • Development work that is more complex such as Javascript/PHP changes, building new page designs, editing plugin/theme code, and any large-scale projects such as adding new features or functionality to your site

No. On our hosting and maintenance plan you’ll have access to our technical engineers, but not our website support team.

To make website edits, you can access the WordPress dashboard of your site to make changes yourself, or you can upgrade to our Website Support plan for an additional $100/m to take advantage of our unlimited website support!

Yes, you can! You’ll have full access to the backend of your site to make changes yourself via the WordPress dashboard. If you're signed up to our Website Support or Dedicated Support plans, you can also send any website requests to us and we’ll take care of them for you.

Yes. If you’re on our Website Support or Dedicated Support plan, we can review what changes have been made and fix them to produce the desired effect!

If you’re on our Technical Support plan, our WordPress engineers can revert your site to a previous version using a backup.

Yes, providing it passes our plugin policy which ensures the plugin is not a security risk and works well with the other plugins on our platform.

When you request a new plugin or feature, our team might recommend an alternative that we already support, or that we know is tried and tested.

We can also unlock your website which will allow you to install your own plugins. We only recommend this for technically savvy website owners, as installing, updating or removing plugins can cause the site to break

All Pronto sites built after June 2020 are on our new platform, with the fantastic page builder - Elementor. These sites include the following premium plugins for free with your support plans:

  • Akismet Anti-Spam (Value = $100/year)
  • Elementor Pro (Value = $99/year)
  • Essential Addons for Elementor (Value = $40/year)
  • Gravity Forms with 45 add-ons (Value = $259/year)
  • The Plus Addons for Elementor Page Builder (Value = $39/year)
  • WP Rocket (Value = $49/m)

TOTAL VALUE = $586/year

We also cover the cost of over 30 WooCommerce add-on extensions should your site need them!

Yes, we can source or edit up to 5 new images per month for you as part of your Support package. For any more than that, there will be an extra charge.

Our support team operates 24 hours a day, 5 days a week, from 4pm PDT on Sundays to 4pm PDT on Fridays.

We also have a small standby team on weekends for emergencies such as website downtime.

We do not offer phone support on our Technical Support or Website Support plans.

However, if you are working on a Project or are signed up to Dedicated Support, you can request a call with your Project/Site Manager at any time!

On Technical/Website Support, you can contact our agents through our helpdesk or live chat 24/5.

We aim to get back to you and start work on all requests within 8 hours of submission. Complete resolution of requests depends on their size and scope:

  • Small requests, such as single page change, we aim to solve within 24 hours
  • Medium requests, such as multiple page changes, we aim to solve within 72 hours
  • Large requests, such as multiple new page additions, can vary greatly but we aim to solve these within 5 business days or longer if this is a larger project

Our offices are located in Bangkok (Thailand) and Manila (Philippines). We communicate solely in English, and make sure all of our agents are proficient in English.

In Website Support, each individual website request is handled on a first come, first served basis on our helpdesk by any one of our support specialists.

However, in Dedicated Support, you’ll have your own Site Manager who is familiar with your website, knows your preferences, and can take care of your requests with better understanding of your overall business.

You’ll also have your own personal task board where you can easily add and monitor all requests, and discuss changes via phone with your Site Manager at any time.

If you have a complex site, rely on your site for a majority of your business, or just need that extra attention to detail, we recommend giving Dedicated Support a try! Learn more about Dedicated Support here.

Yes. When you upgrade from Technical Support to Website Support, you’ll gain access to our WordPress support team through our helpdesk.

When you upgrade to Dedicated Support, you’ll get assigned to one of our Site Managers and all requests will be moved to your very own task board.

Billing will be prorated on the day you change plans, and you’ll be charged the new rate on your next billing cycle.

Projects & Builds

Yes, if you have an existing WordPress website we'd be happy to host and support it while your new website is getting built. You will need to sign up to one of our three support plans to do this. You can see those plans here.

No. They are separate subscriptions, but you have flexibility to choose which service is best for you: Technical Support (Hosting and Maintenance) for $99/mo., Website Support for $199/mo., or Dedicated Support (which includes your own Site Manager) for $499/mo.

The time required for your Website Build depends on factors such as the amount of content your site requires, the complexity of the features required, and your team’s responsiveness during the project.

But the baseline estimate for our typical $4,500 six designs with fifteen pages Website Build is between 8-10 weeks.

Within 24 hours of signing up, you will receive an email from Pronto’s production department to welcome you aboard. Then, the Website-Build team will begin its pre-production work and your dedicated Project Manager will be in touch to kick off the project: They will be your guide and daily point of contact from kick-off to website launch.

You are certainly welcome to provide the content for your website, but you do not have to. This is because Pronto has its own Editorial department, staffed by experienced copywriters and editors who can create unique content based on the information you provide us about your business.

You can use your own photos, stock photos, or a combination of both. Whether Pronto sources the images from our licensed provider or receives them from you, our design team will prepare them so they are optimized for your website and brand.

Yes, you can. Just like the content for the homepage and service pages of your website, you can provide content for blog pages, too. (That said, Pronto offers an additional blog writing service. Our Editorial department is staffed by experienced bloggers and editors who can write customized blog articles based on the information you provide us about your business.)

Whenever you request a new Project, or if any of your support requests require additional content from our Projects team, we will let you know the price first before moving forward. Usually, we’ll be able to provide you with a few price options, based on your requirements. Once you approve, we’ll proceed with charging the amount and get started on the task for you.

If any additional requests are made outside the scope of the original proposal, there may be additional charges.

All features and requirements will be covered in the original proposal or quotation. However, if you’d like to add something new feel free to mention this to your Project Manager, and they’ll let you know if this can be covered under the current scope, or if it will incur an additional charge.

Yes, we help set up membership websites for our clients whose business models revolve around subscription-based services or membership plans with private content, member-only products, or discounts.

However, we do not manage administrative tasks for clients, such as following up with your members on failed payments, advising them on their benefits, or anything that requires us to interact with your eStore’s customers.

Yes, we can. For us, “eCommerce” includes a variety of different types of stores, so you can sell virtual and physical goods, offer subscriptions and memberships, sell tickets to events, and even complete real estate transactions. Our robust directory software allows us to display all kinds of information in compelling ways, such as real estate listings, coach and trainer bios, seminars and classes, and basically anything that requires a detailed description or profile.

Depending on your requirements, additional website projects range in size from creating a single image/paragraph to refreshing your entire website. Some common requests and estimated prices include:

  • Small - Custom PHP/JavaScript development - starting at $100
  • Medium - Simple page design - $200-500
  • Large - Advanced feature implementation (e.g. eStore) - $500-2000

We're currently building up a price list for easy reference, but for now feel free to reach out to our support team to inquire about a particular Project price at any time!

YES! Pronto has been building and supporting eStores using WooCommerce since 2016.

WooCommerce provides a wide array of functions that make online sales transactions a snap. You get everything from personalized storefront designs, to inventory management with packing lists and invoices, to integrations with accounting tools like Quickbooks. Plus you can also choose from hundreds of plugins and dozens of payment gateways, events and ticketing services, catalogs and quote requests, and more.

Or, you can keep things simple with uncomplicated products and services listings and a basic form for accepting payments and sending invoices.

We can set up and help manage your store, but we recommend our Dedicated Support plan if eCommerce is your main business, or if you need hands-on training for your store.

Yes, we support directories and profiles for your team members, partners, affiliates, branches, or store locations. Check out some Pronto-built websites using the directory feature here.

Yes, we do. As part of our WordPress installation’s vast feature set, we offer multilingual functionality through a plugin called MultilingualPress. It allows us to set up websites that are identical to your English-language website in about 175 different languages, it allows users to switch between languages within one website, and much more.

Please note that Pronto does not offer translation services, and you must provide all the foreign language content for the website.

Yes, we can. The same team that handles your initial Website Build will be able to customize pages for promoting your products, services, events, or promotions, and for offering visitors free eBooks, videos, and consultations in exchange for their email addresses.

Depending on your requirements, there may be an additional charge for creating new content.

Platform/Technical

INCLUDED

Our Hosting & Maintenance plan, or Technical Support, includes hosting for your website, monthly theme & plugin updates, infrastructure support & uptime monitoring, a site that is secure like Fort Knox, built for speed, and powered by Google’s Premium Cloud Platform through Kinsta, a staging site, daily backups, an SSL certificate, proactive hack and malware removal, and much more!

Pronto-built sites will also get access to our Pronto Dashboard where you will be able to see all your key website metrics and reports.

NOT INCLUDED

Any front-end website edits or support. You’ll need to sign up for one of our support plans for that.

Or, if you need any new content, design, or custom development, you can sign up for a one-time Project.

The Pronto Dashboard is where you can:

  • View your website's key metrics
    • Traffic - total traffic, unique visits, organic visits, average session duration, top visited pages, new vs. returning visits, top referrers
    • SEO - highest keyword rank, keyword ranking graph, domain authority, linking domains, tracked competitors
    • Form submissions - total submissions, top lead channel, qualified leads, form submissions by channel/over time, tracked forms
    • Reports - weekly/monthly reports
  • Manage your Pronto account
    • Profile information
    • Account password
    • Email preferences
    • Invoices and billing information
    • Team members
    • And more!
  • View your Pronto services, and see other services offered
  • Access our support portal
  • Access your Campaign Monitor dashboard and reseller information (if applicable)

Not currently. To ensure we can fully optimize your site’s security, speed, and performance, we only support sites on our Pronto Platform for now.

Yes, you can. You own the rights to your domain name, so Pronto will work with your domain name provider to conduct a DNS update prior to activating your new website. It is a simple technical step that ensures your domain name (which can be registered with GoDaddy, Domain.com, Bluehost, etc.) connects with our servers where your website is hosted.

No. In order to keep your site secure and functional, we do not allow our customers to access the SFTP for their site. We also need to prevent large files being uploaded to our servers.

If you need to access your SFTP for any reason, submit a ticket and our WordPress specialists will help you.

We are happy to help you setup Zapier with your website and create new Zaps, but we don't offer ongoing support or troubleshooting. We recommend reaching out directly to Zapier if you have any issues.

Yes, we have in-depth articles on how DNS works with the following providers:

  • GoDaddy
  • Cloudflare
  • Domain.com
  • Namecheap
  • Network Solutions

If your provider is not listed, feel free to ask your Project Manager for assistance or visit our 24/5 online chat via the Pronto Marketing home page.

We recommend you send sensitive data, such as passwords, to us using a tool such as One-Time Secret.

We have a team of WordPress engineers and testers who are dedicated to keeping your site up to date.

Here is an overview of the update process:

  1. Generate a fresh staging site based on your live site
  2. Update WordPress core, theme, and all plugins on the staging site
  3. Run our laundry list of tests, and track bugs and issues
  4. Apply fixes to issues and re-run tests
  5. Share staging site with you to review
  6. Push approved updates to live site
  7. Provide you with a summary of the updates and information about new features and changes

Yes, we will troubleshoot and investigate any WordPress conflicts or any plugin that Pronto supports. We will also work directly with the plugin developer on your behalf.

If you don’t see the plugin you’d like to use, let us know and we’ll talk to our development team about adding it, or help you find an alternative.

Pronto knows WordPress, and we are here to make sure your website is always running smoothly, and ensure plugins are operating as intended.

Your website will be hosted on Pronto’s super-secure servers with support from our infrastructure partners, Kinsta and Amazon Web Services (AWS). It will live on our platform — not on your company’s servers or your domain provider’s servers — to ensure the highest level of availability.

We are currently in the process of moving all sites from AWS to Kinsta, which is powered by the Google Cloud Platform. All new sites built from June 2020 onwards will be on this network.

Contact us if you’d like to know which platform your site is on.

We are happy to work with security researchers. We take security, collaboration, and transparency seriously. With this in mind, we have created a program for responsible disclosure of security issues related to our services. If you believe you have found a security vulnerability which could impact us, our clients, or our services, we encourage you to report it to us.

Our rewards range from $100 to $1,000, depending on the severity of the bug found.

Read our bug bounty policy in full here.

We do not offer high availability (HA) hosting, but we do offer an SLA-backed 99.9% uptime guarantee. We can make this SLA, thanks to the flexibility of our container-based infrastructure, proactive load management by the Kinsta Engineering team, and the use of a best-in-class cloud provider in Google Cloud Platform.

We take security extremely seriously at Pronto and have a number of measures deployed and planned. Some security measures are active by default and some can be activated upon request.

Some of these measures include:

  • Installing SSL certificates - the first step for improving security on a website
  • Activating 2FA - any WordPress user account can be configured with 2FA upon request
  • Enabling HTTP security headers - available on all websites upon request
  • Akismet & reCAPTCHA spam protection - to protect your site against unwanted bot and spam entries
  • Custom WordPress login URL - reduces brute force attacks by hiding the login URL. Soon to be available on all websites upon request
  • 30 day update cycles - keeping your website up-to-date is vital. We are starting to roll out 30 day updates across all our sites
  • And many more! - we have many more security features deployed such as server side protections, and on site security fixes

Yes, we support both free SSL certificates and custom SSLs. Our free SSL certificates are generated by Cloudflare and are suitable for the majority of websites. However, we also support custom SSLcertificates, for websites that require them.

We can carry out performance optimizations on our Website and Dedicated Support plans. Here are some of the tasks we can perform to improve the speed of your site;

  • Optimize Images
  • Specify Image Dimension to Load in Proper Size Images
  • Reduce Server Response Time
  • Inline JS and CSS for small file
  • Preload for Google fonts and local fonts
  • Remove unused JS and CSS
  • Minify Javascript and CSS
  • Leverage Browser Caching
  • Enable Compression
  • Render-Blocking Resources
  • Remove Query Strings
  • Combine Requests
  • Lazy Loading Images
  • Inline Critical CSS
  • Activate CDN Support
  • And more

Get a FREE Website Performance & Security review here.

Yes, we have three options for backups:

  1. Content Export (free) - This just includes website content such as page content, images, white papers, and blog posts, but does not include our WordPress theme, plugins, database, or web code.
  2. Full Backup file ($499 fee*) - This includes all content plus our WordPress theme, plugins, database and web code. (Licenses and some Pronto-specific plugins will be removed.)
  3. Full Backup with complete migration ($1999 fee) - This includes everything from option 2, plus a dedicated engineer to help you get set up on your new host. (Licenses and some Pronto-specific plugins will be removed.)

Why do we charge a fee?

We manage thousands of sites in a multi-site environment, meaning all sites live on the same server and database. Extracting your site from this shared environment requires time and labor from our engineers.

* This service is free if you are on our Elementor platform.

Yes, you will get a staging site, which is a direct copy of your live site.

The staging site IS for Pronto to run and test new updates, and for you to review these updates. It can also be used for testing out new and existing plugins. All new plugins must be sent to Pronto to vet and install.

The staging site IS NOT for developing new layouts or pages. We won't deploy the staging site to the live site, as this is likely to break the live site and lead to data loss.

We have just two limitations, on disk space and site visits.

Disk Space

You get 30GB of disk space for your website. This is sufficient for 99% of all sites we host, with the average site size being 0.5GB.

We charge $50/m per additional 10GB used. We also offer image optimization and media clean up to help reduce the size of your site.

Visits

You get 100,000 visits per month.

We charge $50/m per additional 100,000 visits.

What counts as a visit?

Account & Billing

You will be charged for the Website Build once your Project Manager kicks off the project and it is officially “in progress”. See your quote for prearranged payment plans.

Your chosen Website Support monthly subscription plan will start once your website build is “complete” and goes live on the web.

No, you do not have a contract with Pronto. However, you are bound by the Terms of Service you agreed to when you signed up.

The Pronto service is always paid one month in advance. The date on your most recent invoice is your recurring monthly billing date.

Yes! Just send us a ticket if you’d like to inquire about moving to a yearly plan, and we can provide you with the details.