Frequently Asked Questions

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 and maintenance.

Core is the standard plan for most business and membership sites. It adds the Concierge Toolkit of premium plugins, analytics, private video hosting, and a monthly report.

Pro is for sites that keep changing. It adds an hour of hands-on time every month and priority handling.

Platinum is for sites that are the business: three hours of hands-on time a month, first-priority handling, and a quarterly review call.

The Care Plans page has the full comparison. 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 support, plus the combination 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 need Core or higher because of 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. Or send me your site and I’ll reply with a personal video.

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 wouldn’t be able to make the same performance promises, because I don’t control the infrastructure. Plans aren’t discounted if you stay with your own host.

Migration is completely handled for you. I move the site, test everything, and switch DNS only when it’s ready. There’s no downtime… visitors won’t notice a thing.

Your only role is to send me working logins and make sure 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. More on the Hosting page.

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 need 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 (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 Concierge management. They let you consolidate smaller sites into Concierge Cloud without keeping a separate hosting account elsewhere. These sites are hosted reliably, but they don’t 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 an Unmanaged Site becomes more important over time, it can always be upgraded to a full Concierge plan.

Every plan includes a private workspace (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. On Core and up, you can add team members to it too.

I respond personally and promptly. Pro clients get priority handling, and Platinum clients get first priority. Often, replies are within hours. Sometimes even faster. In some cases we’re even doing real-time chats in our private workspace. At times of higher workload, speed can be a little diminished.

I use the popular project management system Basecamp (by 37signals) 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 by email.

While Basecamp is not free, it IS free for you. I take care of the billing.

Yes. You can book strategy calls or implementation sessions using Anytime Credits. Pro and Platinum clients get hands-on time included each month (1 hour on Pro, 3 hours on Platinum), which can be used toward calls. Our private sessions are 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 build out the team. At that point you may interact with a junior team member, but 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 fixed it on the train to my Airbnb. 😎

While I do everything I can to respond to all communications as quickly as possible, I ask my clients 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, nobody has ever been concerned that I’m ghosting them. I take my responsibility seriously.

• 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. The Care Plans page shows what each plan adds on top.

Weekly, usually on Mondays. If I’m in your site performing work during the week, I’ll often run updates manually while I’m in there. And if my monitoring flags a security vulnerability in a plugin you’re running, I’ll usually update it preemptively (if a fix is available) to avoid any problems.

Yes. Core, Pro 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 need isn’t in the Toolkit, you can get a 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, Pro and Platinum include privacy-friendly analytics powered by Independent Analytics, right inside your site. You own the data.

I don’t use Google Analytics because Google is basically big-tech spyware… not to mention so overwhelming that it’s barely useful day to day. My chosen analytics tools keep your data private and show you just the data you need to act on. After all, confusion, overwhelm and “data for data’s sake” aren’t 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 Postmark (a subsidiary of ActiveCampaign). I take care of all the setup and help you ensure solid, reliable email deliverability. Monthly allowances:

• Essentials: 250 emails. Best for password resets and basic notifications.
• Core: 2,000 emails. Best for wider-scale transactional email for customers, members and notifications.
• Pro: 25,000 emails. Room for regular newsletters and marketing email to a growing list.
• Platinum: 100,000 emails, covering the needs of all but the largest lists. Full marketing campaigns and newsletters.

If you go over the monthly allowance, it’s $15 per additional 10,000 emails.

If you’d prefer to hold your own account for SMTP email delivery, that’s fine. I’ll help you get set up… and then you can send as many emails as you want, because you’re in charge of the billing.

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. Full details are on the Anytime Credits page.

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% off
• Pro: 25% off
• Platinum: 30% off

Credits are debited from your account as they’re used. You’ll have a log of credit debits inside your client account so you can track it, and you get an email notification whenever the balance changes.

I’m usually pretty fast… especially with a task I’ve done many times before. So it happens pretty regularly that we’re knocking things off the list and it doesn’t take an hour.

That’s fine. I track time internally and I don’t make a debit until we use up the hour.

If you need regular hands-on help every month, a plan with included hours (Pro or Platinum) is more cost-effective. If you only need occasional help, buy credits as needed.

I recommend all clients keep a small balance of credits on account at all times. That way we don’t run into that awkward moment when you need something handled quickly and I have to tell you to add credits first. 😇

No. All Concierge plans are month-to-month. Cancel anytime… no penalties or lock-ins.

Not officially, no. But if annual billing is absolutely required for your bookkeeping, reach out and let me know what you need.

If Concierge isn’t working out in your first 30 days, I’ll move your site back wherever you want it and refund you. After that, there are no refunds for months already delivered.

On Anytime Credits, I’ll refund unused credits within 30 days.

• Your hosting, email delivery, analytics, and plugin licenses remain active until the end of your billing cycle.
• I’ll help migrate your site off Concierge if needed.
• Licensed plugins will have their licenses deactivated, but stay in place so nothing breaks. It will then be up to you to get your own licenses for continued updates, or move to a different solution.
• You keep full ownership and access to your website at all times.

You can generate and download an invoice within your account for any payment or renewal. Invoices aren’t pre-generated, and I don’t invoice for services in advance. All sales are done through this website.

Yes, within reason. Custom development is handled through Anytime Credits or, for Pro and Platinum clients, included monthly hours. I generally don’t build custom plugins or unique proprietary features, and recommend an actual programmer for that. But I can (and often do) solve technical constraints for clients with custom code snippets. I’ve built some pretty custom setups for clients… I just 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 each site’s needs. If your site needs more horsepower, we’ll place it on a higher-capacity environment. In some edge cases, I may require a Platinum plan because your site needs its own dedicated environment.