Quick note on AIaaS: Depending on your font, that may read as "Alas." We did not plan that. We also did not correct it. A typographic accident that feels oddly appropriate.
AIaaS, or AaaS (pronounced /æs/ — rhymes with "class") is what we prefer to call it.
What’s your turnaround time for small changes?
Most minor updates like text edits, image swaps, or small layout adjustments are completed within a few business days. Larger requests get scoped and scheduled so you know what to expect.
I’ve heard WordPress isn’t secure. Is that true?
WordPress itself is secure and actively maintained. Most security issues come from outdated plugins, cheap hosting, bad actors, or neglect. When WordPress is properly maintained on quality hosting with regular updates and monitoring, it’s as secure as any platform out there. That’s a big part of what our care plans cover.
What if I have an website emergency?
We handle urgent matters as quickly as we can.
Best way: Send an email to support@smackhappy.com with the word “urgent” in the subject line.
Can I add plugins or third-party scripts to my site on my own?
We’d prefer you check with us first. Not every plugin is built well, and some will conflict with your existing setup or introduce security vulnerabilities. The same goes for third-party scripts like tracking pixels, chat widgets, or embed codes. If something gets added and it breaks your site, and we don’t know about it, we’re starting the troubleshooting process blind. That takes longer to diagnose and fix, and the time is billable.
Should I update my own plugins?
If you’re on a care plan with us, leave the updates to us. We follow a specific process: (safe) backup the site, check it, run the updates, then check it again. Our software logs every plugin version change, so if something breaks we know exactly what caused it and can roll it back. When clients update plugins on their own, we lose that version history and the ability to pinpoint what changed. If something goes wrong, troubleshooting takes longer and costs more.
My website was not built by Smack Happy, can you still help me?
Yes, we are happy to inherit websites built by others, though we don’t accept everyone.
First we’ll want to do a website evaluation to get familiar with your website and how it was built so we can save it in a pinch. During the evaluation, we’ll run through our list and make suggestions for improvements before proceeding with a monthly plan. Oftentimes, very little changes need to be made. Contact us for more details about getting an evaluation.
My website is loading slowly. Is there anything I can do?
Yes. Slow sites usually come down to a handful of common culprits: unoptimized images, plugin conflicts, bloated code, or cheap hosting. We run diagnostics using tools to identify exactly what’s dragging your site down, then work through a shortlist of targeted fixes. Most clients see loading times drop to under two seconds within a few hours. Contact us to learn more about our WordPress speed optimization services.
What do I do if my website’s down?
If your website is not loading:
- Check to make sure this is the same experience for everyone at https://www.isitdownrightnow.com/
If the website is down just for you:
- Try clearing your browser history (cache and cookies) and reload
- Check your internet connection
- Open the website on your phone with the Wi-Fi off (use cellular data) – sometimes companies have a local network that prevents you from viewing outside websites
If the website is down for everyone:
- Shoot us a support ticket email: support@smackhappy.com
- If you’re on a support plan, chances are that our website uptime monitor has already alerted us and we’re working to fix it
If this happens outside office hours, chances are most likely it’s related to the following issues:
- Your web hosting, domain or SSL certificate has expired and bill is due for payment
- The web hosting, domain registrar, or DNS manager (such as CloudFlare) is experiencing maintenance issues
- Most companies will have a status page that you can check- some common services we use:
Anything outside of the above we will investigate to bring the site back online.
If you host with us, or we manage your website please email support@smackhappy.com.
What do I do if my website was hacked?
First, verify the threat is real. If you received an email about compromised files, call your hosting company directly and forward the email to our support team at support@smackhappy.com. Not every warning email is legitimate.
If you’re pretty sure it’s definitely a hack, we coordinate with your web host (might be us!) to identify where the compromise happened, restore a clean backup, and address any vulnerabilities. Depending on what was affected, the approach varies, but we can typically resolve most issues within hours of the request. This work begins with the Deep Dive Assessment.
The best prevention is keeping WordPress and plugins up to date and maintaining daily backups, both of which are included in our care plans. Updates alone won’t prevent every hack, which is why we also work with hosting providers and third-party security services when additional measures are needed.
If you’re not currently a client, we can still help. After-hours, weekend, and holiday requests may be subject to rush pricing.
How do your support hours work?
Our support packages are set up like retainers. Time does not roll over month to month. If you are looking for a larger number of hours each month, whether that is temporary for a special project or ongoing, we offer scaled pricing. Just ask! Meetings are billable. If the plan includes two hours of support, and we have 1.5 hours of meetings – little time is left to put in work. Email is usually the best form of communication because we can respond quickly, however, we know some clients prefer a phone call or video call.
Do you offer hosting only without maintenance?
Yes! We specialize in WordPress sites. Our services provide excellent security, daily backups, critical updates, malware scanning, and more.
So yes, we can migrate and host your site and not provide the monthly maintenance, if you wish. We do ask that we’re able to get a peek at the backend of your website prior to migration, just so we know what we’re working with.
Can I really cancel any time?
We would hate to lose you but we know that plans change or financial needs have to be adjusted. In the case that you do need to cancel, send us an email with 30 days lead time, and we’ll stop your next payment right away. If you cancel your support and we host your website, we can discuss if you want to stay with us or migrate away to a new hosting provider. While we do not provide support for this process, we will provide you with a very detailed, transparent offboarding document to help with this transition.
Thoughts On Care Plans
Final Destination: Website Edition
You know that scene in Final Destination 2 with the logging truck? That’s exactly how it feels watching someone click “enable auto updates” on a WordPress site with no backup, no plan, and no dev on deck.
Your SEO Foundation: 5 (Plus 3) Fixes We Shared on LinkedIn Live
Nicole Hanusek, CEO & Founder of Smack Happy Design, and web-designer-turned-WordPress-wizard Heather Bauer sat down for a behind-the-scenes look at how a few quick, cost-effective tweaks can make your website irresistible to search engines. During our latest LinkedIn Live, we unpacked the exact five-step “SEO foundation” that helped one Bay Area business owner reinvent her…
