Frequently Asked Questions
Getting Started & Fit
Concierge is built for solopreneurs, coaches, course creators, membership site owners, and small teams who want a fast, reliable, professionally managed WordPress site — without having to deal with hosting, updates, troubleshooting, or figuring out the technical stuff. If you want a trusted partner to handle the website while you run the business, Concierge is a great fit.
Where Concierge might not be a good fit is if you really enjoy handling all of the tech stuff on your own. Hey, some people do. It’s all good! 😜
Essentials is for smaller, simpler sites that mainly need hosting + maintenance.
Core is the “standard” plan for most business and membership sites and includes support, analytics, a collaboration area, and plugin licensing.
Platinum is for sites that need regular development work or deeper support each month.
If you’re unsure, just book a quick Roadmap Call and I’ll review your site with you.
No. Most clients choose Concierge because they don’t want to deal with tech at all. I handle maintenance, hosting, updates, email deliverability, performance — everything behind the scenes. If you ARE technical, that’s fine as well. Some of my clients are fairly technical and, in that case, my role is a support role and to provide the combo of tools and infrastructure that comes with Concierge.
Yes. I work extensively with dynamic sites, including membership platforms, course sites, WooCommerce stores, and high-traffic content sites. These sites usually require Core or Platinum due to heavier server requirements, but that’s something I’ll review with you.
Yes — book a Roadmap Call and we’ll walk through your current setup, bottlenecks, and the best plan for you.
Hosting, Migration & Technical Setup
No, however I encourage it. Concierge includes fully managed, high-performance hosting that I personally configure and maintain. This lets me guarantee performance, security, updates, and a seamless support experience.
If you choose to keep and maintain your own hosting account, I can usually work with it just fine. But, I would not be able to make the same performance promises because I don’t control the infrastructure.
Migration is completely handled for you. I move the site, test everything, and switch DNS only when ready.
There’s no downtime — visitors won’t notice a thing.
Your only role will be to send me working logins and ensure I have access to your domain registrar. I can do the rest myself.
Your site runs on dedicated, high-performance servers on Hetzner Cloud, optimized for the specific needs of your site (membership, course, WooCommerce, etc.). Servers are managed using the xCloud management panel. US clients are usually hosted in Virginia; EU clients are hosted in Germany.
I handle it. If a plugin update causes an issue or something breaks, I fix it for you — that’s part of Concierge.
Yes — many Concierge clients have more than one WordPress site, and there are a few different ways to handle that depending on the role each site plays in your business.
Your primary site — the one that matters most — should always be on a full Concierge plan. This ensures it receives proper updates, monitoring, security, performance tuning, and ongoing support.
If you have additional business-critical sites that are actively used, generate revenue, or require regular attention, those are typically best placed on their own Concierge plans as well.
That said, not every site needs full Concierge care.
If you also have smaller, low-touch sites — such as older projects, simple informational sites, or sites you just want to keep online — those can often be added as Unmanaged Sites.
Unmanaged Sites are a hosting-only add-on available only to clients who have at least one site under full management of Concierge. They allow you to consolidate smaller sites into Concierge Cloud without maintaining a separate hosting account elsewhere. These sites are hosted reliably, but they do not include ongoing site care, updates, or support.
Any hands-on work for an Unmanaged Site (updates, troubleshooting, fixes, etc.) is handled separately using Anytime Credits. And if a Unmanaged Site becomes more important over time, it can always be upgraded to a full Concierge plan to bring it under management.
Support & Communication
If you’re on Core or Platinum, you’ll have a private collaboration space (powered by Basecamp) where you can ask questions, request help, share files, or check status updates. It replaces inbox chaos and makes communication fast and organized.
If you are on Essentials, you will have an email address to which to send inquiries. I may (soon) also place a dedicated support ticket system into the Client Center.
I respond personally and promptly. Core and Platinum clients get priority response times; Platinum clients get the fastest turnaround. Often, replies are within hours. Sometimes even faster. In some cases, we’re even doing real-time chats in our private project workspaces. At times of higher workload, speed can be a little diminished.
For Core and Platinum clients, I have chosen to use the popular project management system Basecamp (by 37 Signals) for our private workspace. Each client has their own project. Basecamp is one of the friendliest and most intuitive project systems out there, so it will feel totally natural. They even have a mobile app – and you can reply to messages via email.
While Basecamp is not free – is IS free for you. I take care of the billing.
Yes. You can book strategy calls or implementation sessions using Anytime Credits. Platinum clients get time included each month – which can be used toward calls. Our private sessions will be held over Zoom.
Yes. I don’t currently outsource support or push you through bots or junior staff. You’re always talking to me. As Concierge grows further (beyond the scale of my automated systems and processes), I may need to develop the team out further. At that point, you may have interaction with a junior team member, however I will always remain your primary point of contact day to day.
I keep an organized system for handling client sites, backups, and hosting. Short periods when I’m unavailable (vacations, holidays, family obligations) are covered by automated monitoring, and I remain reachable for urgent issues. I am pretty much always connected. One time I had just flown to London, found out a client’s site was producing an error, and I managed to fix it while on the train to my AirBnB. 😎
While I do everything I can to respond to all communications as quickly as possible, my requirement of my clients is to be respectful that I also have my own business to run and… sometimes it needs a little attention, too. I will say, with all of the clients I have, I have never once had anybody be concerned that I’m ghosting them. I take my responsibility seriously.
Maintenance & What’s Included
- Weekly WordPress, theme, and plugin updates
- Security scanning and malware protection
- Daily off-site backups
- Performance monitoring and tuning
- Email deliverability setup
- Uptime monitoring
- DNS and domain configuration via Cloudflare
- Troubleshooting and bug fixes for supported plans
You don’t need to touch anything unless you want to.
Weekly, usually on Mondays. If I am in your site performing work during the week, many times I will manually run updates while I’m in there. Also, if I am notified by my ongoing monitoring of a security vulnerability on a plugin you are running, I will usually update it (if a fix is available) preemptively to avoid any problems.
Yes — Core and Platinum get access to my Concierge Toolkit of premium, agency-licensed plugins (Kadence Pro, FluentCRM, Presto Player, WP Fusion, SEOPress, ShortPixel, FlyingPress, and many more). You don’t need to purchase separate licenses unless you prefer to.
If a plugin you require is not included in the Toolkit, you can acquire a support license on your own. In most cases, I can keep the plugin updated for you either way.
No problem. I’ll work with your current tools, and if there’s a better solution, I’ll tell you why and help you transition when you’re ready.
Core and Platinum plans include privacy-friendly analytics powered by Fathom Analytics (or AnalyticsWP, if you prefer).
I don’t use Google Analytics because Google is basically big-tech spyware – not to mention so overwhelming that it is barely useful day to day. My chosen analytics tools maintain your data privacy as well as present just the data you need to actually be actionable. After all, confusion & overwhelm and “data for data’s sake” is not useful.
If you choose to use Google Analytics on your site, that’s fine. We’ll just use your account.
Yes. Most web hosts either handle email delivery poorly – or not at all. With Concierge, you have access to the best-in-class email delivery service known as Postmark (a subsidiary of ActiveCampaign). I will take care of all the setup and help you ensure solid, reliable email deliverability. Monthly limits apply as follows:
- Essentials – 100 emails included. Best for password resets and basic notifications.
- Core – 1000 email included. Best for wider-scale transaction emails for customers, members and notifications.
- Platinum – 100,000 emails included, covering the needs of all but the largest email lists. You can send full marketing campaigns and email newsletters.
If you go over the monthly allotment, a surcharge of $15/mo per 10,000 emails is applied to your Concierge account.
If you would prefer not to use my systems and instead hold your own account for SMTP email deliverability, that’s fine. I will help you get set up… and then you can send as many emails as you want because you will be in charge of the billing.
Anytime Credits
Credits are flexible units of time you can use for development work, implementation, tech help, or strategy calls.
One credit generally equals about one hour of hands-on work or a call.
No — they never expire. Use them whenever you need them.
Examples:
- Any task outside normal monthly maintenance
- Fixing issues or bugs
- Adding features
- Creating pages, landing pages, funnels
- Setting up automations
- Integrating with outside systems
- Customizing your membership or e-commerce setup
- Strategy or planning calls
Essentially, if I’m able to do it, we’ll do it. And if I’m not, I’ll tell you.
Yes:
- Essentials: no discount
- Core: 20% discount
- Platinum: 30% discount
Credits are debited from your account as they’re used. You will have a log of credit debits inside your client account so you can track it – and you receive email notifications anytime the balance changes.
I’m usually pretty fast – especially when I’m doing a task that I’ve done numerous times before. So, it happens pretty regularly that you and I will be doing our thing, knocking things off the list, and it doesn’t take an hour to do it.
That’s fine. I track time internally and I don’t make a debit until we use up the hour.
If you need recurring work or monthly help, upgrading to Core or Platinum is more cost-effective. If you only need occasional help, purchase credits as needed.’
I recommend all clients keep a small balance of credits on account at all times – this way we don’t run into that awkward moment when you need/want something handled quickly and I have to tell you to add credits before we can do it. 😇
Billing, Policies & Contracts
No. All Concierge plans are month-to-month. Cancel anytime — no penalties or lock-ins.
Yes, annual pre-pay options are available. You can cancel anytime, and your service continues until the end of the paid period.
For monthly plans, there are no refunds for previous months already delivered. For annual plans, there are no pro-rated refunds — service continues through the paid term.
On Anytime Credits, I can refund unused credits within 60 days.
- Your hosting, email delivery, analytics, and plugin licenses remain active until the end of your billing cycle.
- I’ll assist with migrating your site off Concierge if needed.
- Licensed plugins will have the licenses deactivated, but will remain in place so as not to break your site. It will then be up to you to acquire your own licenses for continued updates or migrate to a different solution.
You maintain full ownership and access to your website at all times.
You can generate and download an invoice within your account for any payment and renewal. Invoices are not pre-generated. Likewise, I do not invoice for services in advance. All sales must be done via this website.
Technical & Edge Cases
Yes — within reason. Custom development is handled via Anytime Credits or, for Platinum clients, via included monthly hours. I generally don’t do custom development of plugins or unique proprietary features and instead recommend an actual programmer for that. I can (and often do) solve technical constraints for clients by way of custom-developed code snippets. I have built some pretty custom setups for clients before – but I usually don’t get into custom plugin development.
Yes. Staging sites are included and handled for you.
Absolutely. I can coordinate with your team so everything plays nicely together.
Yes. I manage DNS and email authentication as part of concierge hosting. That’s all stuff you won’t have to worry about anymore.
Generally, yes. I host multiple high-traffic sites and configure server resources specifically for your site’s needs.
If your site requires more horsepower, we’ll place it on a higher-capacity environment. In some edge cases, I may require you to be on a Platinum plan because your site requires it’s own, dedicated environment.
Still Have Questions?
If you’re unsure about anything or want to talk through your situation, book a Roadmap Call and I’ll help you find the best fit.