hello@dotrope.com     Ph: +1 302 223 9665 | +971 52 656 0906

Frequently Asked Questions

Below are some questions that we get on a regular basis.
If you have a question that has not been addressed here, please contact us and we’ll answer all of your questions.

Maintenance & Support

Do you maintain and support WooCommerce websites?

Yes, we absolutely love e-commerce! Websites with advanced functionality like e-commerce require our Elite plan.

E-commerce sites require additional support in order to properly manage them, so it’s imperative that we dedicate the necessary resources in order to keep your site fast and secure with 100% uptime.

You can subscribe to our Elite plan here.

What are your hours of operation and response times?

Our entire support team works remotely from all over the world. Our business hours are Monday Thru Thursday 9 AM – 5 PM – Saturday 9 AM – 5 PM 

We are off on Friday and Sunday 

We respond to all requests within 8 business hours (often much sooner) and strive to complete all support tickets requests within 8 business hours or less.

If you have a problem please submit a support ticket here.

Can multiple websites receive Help Desk Support under one plan?

Each domain (website.com, subdomain.website.com, etc) requires its own plan, either LiteProfessional, or Elite. If you have 3 websites that you would like us to maintain and manage, you’ll need 3 separate plans.

What types of tasks are included in Help Desk Support?

Help Desk Support tasks do include minor edits to content, theme or CSS stylesheet adjustments, changing plugin settings, configuring forms, and much more. From minor code to general WordPress issues, we’ll take care of almost anything related to the design and development of your website that can be done within 60 minutes from within the WordPress Dashboard.

Help Desk Support tasks do not include installing brand new plugins, custom development (PHP, plugins, themes, etc), updating custom theme code, graphic design, or building out a new landing page, new form, or new website.

For Example:

  • Included: You want us to replace an image with one that you provide.
  • Not included: You want us to create a new graphic to add to your website.
  • Included: You want us to add a new field to your contact form.
  • Not included: You want us to create a new form for job applicants.

Do you really offer unlimited Help Desk Support?

Yes, we really do! As soon as you’ve actively subscribed to the Elite plan, you may submit an unlimited number of requests to our Help Desk Support team.

Each individual task is limited to approximately 60 minutes, but there’s no limit on the number of 60-minute tasks you can send us each month.

You can check our Elite plan here or if you already have a maintenance plan you can submit a support ticket with our Help Desk support.

Websites & Ecommerce

How many design revisions do you offer for a website Design?

We offer 2 revisions

How long would it take to complete an interface design for my website?

4-6 Weeks. Depending on the provided material by the client.

How long would it take to build an eCommerce website?

Around 6 to 8 weeks from the design phase to the launch phase. Excluding, the time spent by our client to prepare the products titles, descriptions, images, and any text content for the store pages.

What if I already have a website hosted?

If it meets the Content Management System CMS requirements, we are going to use it, if not, then we need to upgrade it or change it.

We highly recommend hosting with us for better performance.

What are the technologies you are using for my website?

PHP – MySQL – WordPress – HTML – CSS – JavaScript

Where do you host my website?

We host all our websites with our partner WPMUDEV on dedicated Nginx servers. You can choose from data centers located in the US, UK, Canada, Netherlands, Germany, India, and Singapore and more.

Check our hosting plans here

Billing & Payments

How do you i pay for your services?

We generate an invoice based on the requested services with a link for a PayPal or Stripe payment link to pay it online by credit card.

We can arrange for an alternative form of payment on a case-by-case basis.

Is there any payments I am committed to pay after I launch my website?

Mainly the yearly hosting charges, monthly maintenance support fees if you signed up for any plan. You might have other additional yearly fees such as plugin subscription renewal if applicable on your site.
You will be informed eventually of all of this once we submit a proposal for your project.

Will I receive a credit or refund if I cancel/downgrade the account?

If you downgrade your serviced account you will be given a credit that will apply to your future charges. Each billing cycle we will use what is on the account as credit before we charge the card again. 

We do not issue refunds on canceled accounts. You will continue to have access to your account until the end of your billing cycle. If you have questions please submit a support ticket with our Help Desk support.

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