InMotion Care FAQs

What information do you need to get started?

To get started, we require admin access to the site, hosting & staging access, DNS information for SMTP records, and access to Google Analytics or Tag Manager. Acceptance of our onboarding checklist is also necessary.

What are tasks?

Tasks include small site modifications such as content edits, CSS tweaks, plugin configuration, redirects, and form adjustments. Minor performance tweaks and bug fixes are included for 
InMotion Care Pro and InMotion Care Business customers. Some tasks may result in additional fees, such as adding a new page or configuring new features.

What happens if my site gets hacked?

If malicious code is detected, we send a notification immediately. Minor malware issues are fixed for free, while severe issues may require additional services, especially for InMotion Care plan holders. InMotion Care Plus and higher plans include prompt examination and repair.

What happens if my site goes down?

Our team takes immediate action upon downtime, performing 24/7 uptime monitoring and maintaining secure backups. Causes such as server issues or security breaches are resolved swiftly, often using backups.

How quickly do you respond if my site goes down?

Our monitoring system alerts us automatically, and response times align with your plan’s SLA. Many issues are resolved much sooner.

Are investigations into broken forms included?

Yes. We investigate and fix site-performance-related traffic drops, broken forms, or plugin conflicts at no extra charge if within scope.

What backup schedule & retention do you provide, and will you restore my site if something breaks?

• InMotion Care: Daily backups, 30-day retention

• InMotion Care Plus: Every 12 hours, 90-day retention
• 
InMotion Care Pro: Every 6 hours, 180-day retention

• InMotion Care Business: Hourly or real-time backups, 365-day retention

Yes, restoration is provided at no additional cost if issues occur.

What is included or excluded in the backups?

Backups include everything necessary: files, media, databases, posts, comments, and order data.

What is the maximum backup size supported?

We support backups up to 100GB. Larger sites may require cleanup or custom solutions.

What happens if an update breaks my site?

We roll back instantly using our backups and resolve the issue at no extra cost if it’s within scope.

What exactly do “safe updates” mean?

Safe updates involve taking a snapshot, updating in a controlled order, testing functionality, and rolling back immediately if issues appear.

How do you define a website update task?

A task typically takes 30-40 minutes, such as changing a hero image. Complex tasks that exceed this timeframe may require additional time blocks.

Will updates be done on a live or staging site first?

InMotion Care Plus plans and above use staging environments for risky changes, while InMotion Care may update live, with backups taken first.

What’s not included in the care plan, and can it be customized?

Not included: new features, redesigns, custom development, marketing operations, paid tools, or hosting upgrades. Plans can be customized in your SOW.

What measures do you take to improve performance?

• InMotion Care Plus: Cache setup with CDN and minification.
• 
InMotion Care Pro: Advanced tuning.

• InMotion Care Business: Controlled caching with exclusions.

How will Core Web Vitals enhancements affect my site?

They improve loading speeds, SEO performance, and engagement.

How do I open tickets?

You can open tickets via email or through the client portal. InMotion Care Business clients have additional Slack access.

Do you offer phone support?

Most issues are resolved via email, but phone support is available upon request.

Do you provide reports?

Yes. You receive regular monthly reports covering uptime, updates, security scans, and performance metrics depending on your plan.

Who performs the work and what is the support model?

A dedicated team of developers and CSMs handle all work. Tickets are managed through email or the client portal.

Can I change my plan later?

Yes, you can upgrade or downgrade your plan at any time, with changes applying from the next billing cycle.

What is your cancellation policy?

You can cancel your plan at any time with prior notice. We provide necessary assistance for transition.

What if I have multiple websites?

Each site requires its own plan, but bundled discounts are available if you manage 3 or more sites.

Is there a minimum commitment?

Monthly billing applies. Some advanced services require annual commitments.

What happens if I cancel my care plan?

You retain full ownership of your website. Licensed tools included in the plan are removed.

What issues may result in additional fees?

New features, landing pages, plugin replacements, new functionality, or hosting/server upgrades.

Who owns the tools and licenses?

You own your website and data. Some premium tools remain active while your plan is active.

Do you support accessibility and compliance features?

Yes, available at no extra fees for Business tier customers, offering a variety of compliance enhancements.

What does the Cookie Consent Banner include?

It includes GDPR & CCPA compliance features like cookie scanning and consent logs.

What does the Translation plugin setup include?

Google Translate integration and a customizable language switcher.

Why should I invest in WordPress maintenance services?

Proactive maintenance keeps your site secure, fast, compliant, and free from technical stress, unlike basic hosting support, which primarily focuses on server issues.

What makes your care plan different from hosting support?

We provide proactive security, real performance tuning, hacked-site repair, testing, reporting, and expert WordPress management—not just server support.

Learn more about InMotion Care Maintenance Packages on our marketing site!