Frequently Asked Questions

Top 10 Questions

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 and 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, providing it passes our plugin policy, which ensures that 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.

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 24/7.

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

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.

Website Support

The most popular solution for small and 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! As long as you are signed up for Website Support or Dedicated Support, you will have full access to our team of WordPress specialists, project managers, writers, designers, and developers to implement changes. Both Website Edits and Website Projects are included at no additional cost beyond your monthly fee.

We have some rules to keep our operations running smoothly for everyone. Please see our Terms & Conditions for Support Services for more details.

If Pronto did NOT build your website you will still get unlimited website edits and projects, but turnaround times might be a little slower depending on the theme or page builder you are using. We will do our best to complete every request, but if your website is overly complicated or outdated we may suggest alternative solutions, such as rebuilding your site or using 3rd party tools.

Sales

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, ongoing 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.

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. For example, you could have one site on Technical Support (Hosting and Maintenance) and one site on Website Support.

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

All Pronto website builds come standard with basic SEO features.

Analysis of your existing website so we can redirect high-ranking pages to your new website and improve the sitemap, renaming your web pages’ URLs to maximize SEF (“Search Engine Friendliness”), and “on-page optimization” of all headings, titles, and keywords throughout your new website.

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

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.

Website Support

Yes, absolutely. We understand the importance of data-driven decisions in enhancing your website’s performance and user experience. Therefore, we offer assistance in setting up analytics and tracking on your WordPress site.

We can help you track key website metrics such as visitor traffic, page views, bounce rate, and form submissions, among others. These metrics provide valuable insights into user behavior on your site, allowing you to refine your strategies based on actual data.

All you need to do is let us know what data you’d like to track, and our team will handle the rest, ensuring your website analytics are set up to provide you with the information you need.
Yes, we certainly provide SEO optimization services for WordPress websites. Our team is experienced in multiple aspects of SEO to ensure that your website reaches its maximum potential. Here’s how we can help:

SEO Website Audit: A website SEO audit is like a health check-up for your website. Just as a doctor would examine your health to detect any issues and suggest remedies, an SEO audit examines your website to find out where it’s not performing well and what you can do to improve it. We’ll check your website for technical issues, suggest metadata updates, and provide recommended pages where a deep optimization would help improve its rankings.

Managed SEO Services: We offer comprehensive packages that target all aspects of your website’s SEO. Whether you’re a local or national business, our Managed SEO Services are a full comprehensive approach to ranking your website organically. The services include all major aspects of SEO, from auditing your website, optimising key pages, building backlinks to boost authority, and, for local businesses, managing your Google Business Profile.

Google My Business: We help you set up and optimize your Google My Business account, allowing your business to appear in local search results and reach your target audience more effectively. During the campaign we’ll update Google Business Profile regularly with posts and frequently asked questions, and add your business details to local and national directories. This helps increase the listing’s engagement and consumer’s trust.

Link Building: Link building remains a corner stone of SEO, and is as relevant today as ever. Building backlinks to your website is essential when it comes to ranking keywords, and the more competitive the keyword, the more important building backlinks to your website becomes. Our link building services build backlinks on authoritative, relevant websites back to your websites to help increase it’s authority and ranking power.

Blog Writing: Regularly updated, well-written, and keyword-optimized blog posts are a great way to rank higher in search results and engage your audience. Our team of skilled writers will produce high-quality, SEO-friendly content for your blog.

PPC Services: We also provide a comprehensive range of advertising solutions to suit your needs. Our services include Google Ads, Microsoft Ads and Local Service Ads, enabling you to maximize your online visibility and effectively target potential clients across multiple platforms.

With these services, we aim to improve your website’s ranking, increase organic traffic, and ultimately, boost your business’s online presence.

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.

NOTE: You can switch between Support plans at any time given the following conditions:

  • You cannot downgrade while you have in-progress website projects.
  • You can only downgrade twice in a 12-month period.

To downgrade your support plan, send a written request informing us of the effective date you’d like to downgrade by emailing [email protected].

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.

Due to iStockphoto’s, and most stock image agencies’ licensing requirements, we are prohibited from providing soft files to our clients. These image licenses only apply to the websites we host as well as the newsletter and social media content we create.

We advise our clients against downloading any images or icons from the sites we have created for any other purposes. It would be up to the stock image agencies to determine whether or not a business is using an image in a way that violates the license agreement. Any violation of the image license agreement may result in large fines or the site getting taken down.

Yes, providing it passes our plugin policy, which ensures that 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.

We’re available 24 hours a day, 7 days a week to assist with your requests. The majority of our Support staff work weekdays handling Website Edit and Website Project requests while our weekend staff focuses on keeping critical infrastructure running smoothly and handling urgent requests. For example, if an important feature of your website breaks or your website goes down, we’ll be there to take care of you and get things up and running again as soon as possible no matter the day or time.

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 24/7.

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

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 a 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.

Website Support

The most popular solution for small and 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! As long as you are signed up for Website Support or Dedicated Support, you will have full access to our team of WordPress specialists, project managers, writers, designers, and developers to implement changes. Both Website Edits and Website Projects are included at no additional cost beyond your monthly fee.

We have some rules to keep our operations running smoothly for everyone. Please see our Terms & Conditions for Support Services for more details.

If Pronto did NOT build your website you will still get unlimited website edits and projects, but turnaround times might be a little slower depending on the theme or page builder you are using. We will do our best to complete every request, but if your website is overly complicated or outdated we may suggest alternative solutions, such as rebuilding your site or using 3rd party tools.

Website Edits are any changes that can be carried out by our WordPress Support Specialists, in 60 minutes or less, 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.

All Website Edits are handled at no extra cost on our Website Support and Dedicated Support plans.

A Website Project is a larger request that requires customized copywriting, design or development work related to a single page on your website.

Some examples of tasks that would be considered website projects are:

  • Copywriting or editing tasks such as creating headlines, service pages, or proofreading content
  • Design work such as graphic design, new page layouts, or creating mockups
  • Detailed site performance optimization
  • 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

For clients with websites built by Pronto or with Elementor, Website Projects are handled at no extra cost on our Website Support and Dedicated Support plans.

For clients with websites not built by Pronto or no with Elementor, Website Projects may come with additional fees, which will be quoted on a per-project basis.

The following items are outside the scope of Website Projects:

  • A complete refresh of your entire website. This is considered a Website Build and is charged according to the scope of the build.
  • Very large or complex requests such as implementing WooCommerce solutions, creating a jobs board, creating custom integrations for 3rd party tools, or creating a large customized new feature on your website may have an additional fee.
  • Customized blog articles. If you’d like assistance with writing blog articles, please see our Blog Writing services.
  • Copywriting, design, and development unrelated to your website, such as brochures, ebooks, flyers, event banners, email templates, logos, developing software applications, or custom WordPress themes.

See our Terms & Conditions for Support Services for more information.

Projects & Builds

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 and 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 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 do. 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.

Yes, we do. As part of our WordPress installation’s vast feature set, we offer multilingual functionality through a plugin called Translate Press. 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.

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 48 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.

Our Design and Creative team will select the web fonts based on your branding, preferred tone, and the references you provide. The fonts are usually selected from Google Web Fonts, most of which are free and will display consistently across most browsers and operating systems.

However, if you’d like to use a font you’ve purchased, here are the font files for each font weight (boldness) you’d need to provide:

TrueType Fonts (TTF) OR OpenType Fonts (OTF)

PLUS

Web Open Font Format (WOFF) AND/OR Web Open Font Format (WOFF 2.0)

Please check the font license thoroughly before using, to make sure that you have the right to use it on your website. Some font licenses may only allow local computer use (i.e. limit the number of computers you can install the font on), restrict the number of domains it’s used on, or prohibit users from copying or sharing the files with others. Any violation of the font license agreement may result in large fines or the site getting taken down.

You can use your own images, stock images, 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.

If you are providing your own images, you must confirm that you have the ownership or licensing rights to the photos and accept full responsibility and liability for using these photos.

If you’d like to use images from your current website, we recommend checking with your current website provider about the terms and conditions before proceeding. Some website providers may technically own the images on your site (and do not allow you to copy and use them elsewhere) but some may give you full rights to the images.

Companies can and do search the web for unlicensed use of their copyrighted work. You are responsible for verifying that you have the correct permissions to use any content you send to us. If we receive an unauthorized usage notice from the copyright owner for content you’ve sent us, you’ll be liable to pay a fine that ranges from $100s to $1000s.

There are many types of content license agreements, each with different usage restrictions. Whether it’s a free stock image or a photo taken by a photographer you hired, we recommend checking the license or terms that govern the photo’s use and making sure that you understand the releases, copyright, and trademark of those images before you use them on your website to avoid possible violation.

Here are the types of images we do not recommend using on your website:

  • Editorial Use only images: This type of content doesn’t have any model or property releases, which means they can’t be used for commercial, promotional, advertorial, or endorsement purposes. This type of content is intended to be used in connection with newsworthy events or of general interest (for example, in textbooks, newspapers, or magazine articles).
  • Free stock images: Although most free stock image websites claim that their images can be used on commercial websites without having to ask for permission from image owners, most have limitations on how you can use them or what you can do to the photo. Some free stock images require source attribution when using them. Their terms can always change and users will have no way of knowing when the “free” terms are going to end, so it’s best to avoid using free stock images on your business websites.
  • Product images, partner/vendor logos, third-party trademarks: If you are an officially authorized reseller/partner/dealer, the parent company should provide you with the usage guidelines for product images, partner logos, or third-party trademarks. If the information is not available or if you are unsure, please check the terms and conditions with the official source before proceeding. You may need written permission from your partner company in some cases. Pronto cannot download these kinds of images from any third-party websites unless we receive your written confirmation.

If you’re not sure you have the correct usage permission for the content you want to send us, we have great images, designers, and copywriters that you can use instead! We make sure that any content we source has the correct permissions to be used on your website and will take care of all the hard work for you.

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.)

Platform/Technical

Sure, here are the links to the main hosting providers’ guides on how to update DNS records:

  1. GoDaddyManage DNS records
  2. BluehostHow to Update DNS Records
  3. HostGatorHow to Update DNS Records
  4. NamecheapHow to Update DNS Records
  5. SiteGroundHow to Update DNS Records
  6. DreamHostHow to Update DNS Records
  7. InMotion HostingDNS Record Management
  8. Google DomainsManage DNS Records
  9. AWS Route 53Working with Records
  10. CloudflareManaging DNS records

These links will guide you through the process of updating your DNS records on each respective hosting provider’s platform.

Onsite security plugins are not always necessary for website security. In fact, they can sometimes cause more problems than they solve. Here are some reasons why we don’t use onsite security plugins on our websites:

  1. Plugin conflicts: Security plugins can sometimes conflict with other plugins on your website, causing poor performance, blocking core functionality, and even causing server errors.
  2. SEO issues: Security plugins can sometimes ban search bots from crawling your site, which can negatively impact your search engine rankings.
  3. High server load: Security plugins can sometimes cause high server load or high memory usage, which can hurt your core web vitals metrics.
  4. False positives: Wordfence’s firewall and malware scanner might mistakenly identify legitimate files or actions as malicious, resulting in unnecessary alerts.

Instead of relying solely on onsite security plugins, we prefer to take a multi-layered approach to website security. Here are some of the best practices we follow for your website:

  1. Best-in-class web hosting: We host our sites on the highest-end CPUs on Google’s Premium Tier network with enterprise-Level Firewall DDoS Protection.
  2. Run high-quality plugins: We vet and install plugins from reputable sources and keep them updated to the latest version.
  3. Keep backups: We backup your website daily to ensure that you can quickly restore it in case of a security breach.
  4. We offer security or performance audit: Consider getting a professional security or performance audit to identify any vulnerabilities in your website.
We regularly keep your website functioning at its best and secure by performing plugin and WordPress updates on a monthly basis. Before implementing any updates, we create a backup of your site to safeguard your data and thoroughly test each update in a controlled environment to ensure it doesn’t interfere with your site’s performance or functionality before applying it to your live site. We have a dedicated team of testers to keep our sites up-to-date.

While we have no restrictions on updating websites we don’t host. We aim to offer quick and efficient website updates, no matter where your site is hosted. But, factors like how complex the update is, how many changes are needed, and how easy to use your theme or page builder is can impact how long it takes.

If it’s just basic content changes like text or image swaps, we get it done quickly. But larger changes that involve custom coding, adding plugins, boosting features, or changing the design need more time and focus.

Our skilled team works hard to handle all your updates and avoid delays. We keep you in the loop on bigger updates and give you a realistic timeline.

Steps for a free site migration from your current hosting provider to Pronto:

1. Current Hosting & domain account Information

We need the following information to initiate the migration process on our end

a. Access to your current hosting account OR a full backup file of your site.
b. Access to your domain account (assuming you want us to make DNS adjustment on your behalf)

2. WordPress information

a. WordPress login URL b. WordPress administrative account credentials (username and password) c. Or you can create a new user account with an admin role at [email protected]

3. Initiate the migration

Once we have all the above information, we’ll start the site migration. The migration process usually takes around 24-48 hours.

Note: Please refrain from making any changes to your live site during this time to ensure no updates are left behind on your current host.

4. Migration complete

Once the site is migrated, we’ll ask you to review the migrated site on a staging environment before we/you make DNS changes. We’ll put the site live on our hosting environment once the review has been completed. After the site is live, we’ll add it to the monthly updates to keep the site’s themes, plugins, and WordPress core version up to date. All these processes will be handled internally on our end.

Note: We can migrate the site using migration plugin(s) by having full administrative access to your WordPress backend. However, we cannot guarantee a successful migration when using a plugin. Migrations performed with a plugin often fail due to limitations imposed by the host or limitations of the plugin. For that reason, we always recommend giving access to your current hosting or providing a full backup file of your website.

The duration of the entire migration process can vary depending on the complexity and size of your site. However, we aim to complete it within 1-2 weeks.

Yes, we actively scan and remove malware from sites, which involves a comprehensive malware inspection and removal of malware from your WordPress site. This includes deep scanning and repair of site files, rectifying the WordPress core, and addressing infected plugins and themes.

Note that our services don’t extend to non-WordPress software or custom scripts. While we strive to eliminate malware fully, some persistent infections may need additional remediation. If you observe any malicious behavior post our service, please send detailed feedback to [email protected].

Actions we take

Our Technical team follows a set procedure for every site undergoing malware removal. This includes reinstalling the WordPress core and updating all SFTP, SSH, and database passwords. We will also update all plugins, themes, and the WordPress core to the latest version. If infections are found within your site’s plugins or themes, the infected components will be promptly removed.

While we offer comprehensive support for your WordPress site, we do not directly provide assistance with setting up business email. This falls under the expertise of your chosen email provider.

Most email providers have step-by-step guides and dedicated support teams who can assist you with setting up your business email on different platforms, including WordPress. We recommend reaching out to your email provider’s support team who will have the specific knowledge and tools to assist you with this process.
We understand that uptime is crucial for your business. In the event that your website experiences downtime or goes offline, we have measures in place to handle such issues internally.

We also have a dedicated status page where you can monitor the status of our core infrastructure in real-time. This will keep you informed about any ongoing issues and the progress towards their resolution.

Moreover, if you’re experiencing any issues, we have a live chat support system available. Our team of skilled agents are ready to assist you at any moment. They will help identify the issue, provide updates, and work tirelessly to get your website back online as quickly as possible.
Yes, we can support websites we don’t host, but we cannot guarantee certain features, such as;

  • Monthly WordPress updates – Core, plugin and theme files updates every month by human testers
  • Hack fix guarantee – If your site is compromised while hosted with us, we’ll fix it for free
  • Staging site– We provide each site with its own staging site to plan and test site updates
  • Premium tier network – We host our sites on the best of Google’s Cloud Network
  • Choose your data center – 30+ data centers to host your website from
  • CDN Included – Speed up content delivery and reduce page load time with our HTTP/3-enabled CDN powered by Cloudflare
  • 16 Dedicated PHP Workers – Used to execute simultaneous WordPress tasks quickly
  • Server-level & Edge caching – Helps to keep your site loading quickly
  • Latest Stable PHP Version – We use the latest PHP technology with PHP 8.0 and 8.1
  • Secure WordPress hosting – Our host-chosen host provides state-of-the-art active and passive measures to stop attacks.
  • SSL Certificates – This is included in every website we host as standard
  • XML-RPC disabled – We disable known vulnerabilities to reduce the risk of brute force attacks
  • Database Security & Secure File and Server Permissions – Our servers come with robust database security that protects your data at the source
  • DDoS detection – We provide active measures to prevent downtime due to DDoS attacks
  • Encrypted SFTP and SSH connections (no FTP) – We only use the most secure protocols to access server files


Here are a few things to be aware of if you decide to host your site

  • We recommend you keep your website up-to-date and perform major updates on a staging environment first
  • Please provide us with a staging environment, so our developer can perform major updates here before we implement it on the live site.
  • Make sure to back up your website frequently. We recommend doing it daily.
  • The credentials to access your website dashboard will be kept in Pronto’s password manager platform and shared with our team to ensure that all Pronto agents can access your website.
Not by default, but you may request 30 day access to your hosting environment which we can grant upon request in certain circumstances. We’ll work with you to review the reason for the request, evaluate other options or alternatives, and make a decision on what level of access can be granted based on your requirements.

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 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 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

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 SSL certificates for websites that require them.

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.

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. However, if the plugin was custom made to your website by your previous developer. You will be responsible in contacting them to provide a fix, we can jump in and help explain technical thing if they needed.

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.

Yes, we offer two types of performance optimizations:

  • Basic optimization (included in all plans)
  • Speed Optimization ($500)

Here are some of the tasks performed in the Deep Optimization service:

  • 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
  • Cleanup HTML
  • Lazy Loading Images
  • Load Critical CSS
  • Defer JS
  • Generate WebP Caching
  • Activate CDN Support
  • Fixing errors
  • Fixing broken links
  • Remove unused plugins
  • Optimize Elementor section (For Elementor sites)
  • And more

There is a 30 day review period for this service where you can work with an engineer to ensure we get your pages performing how you’d like.

You can also get a FREE Website Performance & Security review here, to see how your current site is performing.

We are happy to help you set up 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, 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 both sites are running simultaneously so there is a chance that the live site data will be reverted if we replace it with staging data.

Yes, we have two options for backups:

  1. Full backup file (free) – This includes all content, plus our WordPress theme, plugins, database, and web code. We will remove most Pronto-specific plugins and remove paid licenses.
  2. Full backup with complete migration ($599) – This includes everything from option 1, plus a dedicated engineer to help you get set up on your new host.

Backups are provided upon request

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?

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.

SEO

Our monthly website support plan includes following SEO best practices with a focus on website speed, title tags, H1s, user experience, navigation structure, and ensuring your website is mobile-friendly. These foundational aspects are included in our production and support plans to enhance your website’s overall performance and to make sure it’s easily crawled by Google and other search engines.

However, comprehensive SEO services go beyond these basics. They involve in-depth keyword research, content optimization, building backlinks, and ongoing analysis to improve your website’s ranking and visibility over time. These services require additional tools, skills, and dedicated time from our specialized SEO team.

To maintain transparency and flexibility in pricing, we offer SEO services like deep on-page optimization, link building, website SEO audits, and managed local and national SEO packages as separate paid options (see all our marketing services here). This ensures that clients who require more advanced SEO strategies can access our services without us having to increase the pricing of our support plans.

We believe this approach allows us to provide the best value and results for our clients with specific SEO needs.

We take a holistic approach to SEO, focusing on both on-page and off-page optimization techniques to improve website visibility and drive traffic. Depending on the target audience, this could involved a local or national strategy.
On-page optimization refers to the process of optimizing individual web pages to rank higher in search engine results pages (SERPs) and earn more relevant traffic. We analysis the top ten results for your keyword to better understand what Google is looking for, we apply these discoveries to your page. This includes adding keyword optimized content to help the page rank.
Link building involves acquiring backlinks from other websites to improve a website’s authority and ranking in search engine results pages. The number of websites pointing to your website is a well known ranking factor for Google and other search engines. Our link building process involves writing guest posts for high authority, niche relevant websites that contain a link back to your website.
Local SEO focuses on optimizing a website for local search queries and improving its visibility in local search results. Our Local SEO services focuses on optimizing and managing your Google Business Profile. First, we give your Google listing a full local SEO audit. Then each month, we post new content to your listing, along with creating citations on directories with your business details.
The time it takes to see results from SEO depends on various factors, including the competitiveness of the industry, the quality of the website, and the effectiveness of the SEO strategy. SEO can take between 6 months to a year for efforts to pay off, but some improvements can be seen before.
We uses a range of metric, including website traffic, domain authority (DA), and keyword rankings to measure the success of SEO campaigns. Importantly, we don’t focus on “vanity metrics”. Increase in traffic doesn’t mean anything if it’s not affecting your bottom line, so it’s important for us to focus on pages and keywords and pages that matter to your business.

Account & Billing

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