• COMMON QUESTIONS & SUPPORT DOCUMENTATION

Frequently Asked Questions

How soon can I start?

Once you sign up you will be asked to complete on-boarding. This doesn’t take too long and will help us get started on the right foot. Once you have completed on-boarding you will be invited to your personal Trello board within 24 hours and can start submitting requests.

What kind of things can I request?
Our support program was designed to take on almost any request that can be completed within the WordPress admin area. Check out this short list of requests we can help with. If you can’t find your request on the list or are unsure then send us a message.
When can I expect my requests to be completed?

We work and make progress on your requests every day. The better you explain your requests, the less back and forth before it gets completed. Requests typically are completed within 1-3 days but this often depends on if enough information was provided to complete the request. Our standard work hours are Monday through Friday 9 AM – 6 PM EST, but we will respond to emails and texts at any time throughout the week.

I need 200 edits done this week, can you do that?
You can send us as many task requests as you would like and our team will work on your tasks as effectively as possible. If we are not working through things fast enough for your deadlines, we may need to upgrade your plan, or you may need to purchase a developer sprint.
How do I get the most value out of the plan?

If you give us just a couple jobs per month then you are getting more value for your dollar compared to hiring a personal developer.

Can I use this service for multiple sites?

You can!  Our top tier program allows for multi-site management.  Including daily backups, uptime monitoring, performance checks, analytic reporting, security checks,
and theme/plugin updates we will support up to 3 sites per account.

WordPress Support Overview
We will do almost anything in our power to help you with your requests, however, the request needs to be something we can complete within the WordPress admin area. Below we outline a clear list of requests we accept and requests we will refuse.  If you have a development need, first ask yourself: Can I reasonably explain or show what I need to be done for my request via a Trello card?  If the answer is yes, great! If you feel the need for a phone call, to meet in person, etc to better explain your support requests, then we may need to discuss further development strategy as this type of complex task will probably not be covered under your support and maintenance plan.  Please note, we handle all of our requests through our ticketing system on Trello.We created our support and maintenance plans to provide you with a simple, one on one relationship with a WordPress developer.  We are happy to work with you on any project, but please note that some tasks require much more time to develop and integrate with your current site.  Several of these items are listed below.  If you have questions, be sure to shoot us an email or give us a call.
Support Tasks That We Do Accept
  • Backup your site
  • Check Google indexing
  • Check page size and load time
  • Clean up malware
  • Clean up spam
  • Configure a plugin
  • Create backups
  • Site migration
  • Fix issues with a WordPress core update
  • Help with templates
  • Improve your site security
  • Improve your site speed
  • Install a caching plugin
  • Install a comment system
  • Install a plugin
  • Install a favicon
  • Add a WooCommerce product
  • Make changes to the header, sidebar, and other sections of the site
  • Optimize images
  • Prevent spam
  • Recommend plugins (plugins may be additional)
  • Setup redirects
  • Solve alignment issues
  • Tweak your CSS
  • Update a plugin
  • Update your theme
  • Upgrade WordPress core
  • Build a landing page
  • Multisite support (on our Enterprise Plan)
  • HTML website concepts
  • Website content updates
  • Funnel pages
  • Splash pages
  • Cascading Style Sheets (CSS)
  • Plugin updates
  • Set up contact forms
  • Glitch fixing on existing sites
  • Any many more (but that mostly covers it)
Support Tasks That We Do NOT Accept
  • Any design related work (graphic design is billed at $30 per hour)
  • UI / UX, mobile or app design
  • Custom WordPress Theme Development
  • API Creation
  • Off-page SEO (This service is additional, but included with a website build)
  • Mobile app development
  • CMS Plugin Creation
  • Browser extensions/plugins
  • Server automation
  • Server load balancing
  • External server security
  • Manage 3rd party applications
  • Add custom functionality to a plugin (Included if we build your site)
  • Building site backlinks
  • Configure DNS (Billed at $30 per hour)
  • Configure SSL (Billed at $30 per hour)
  • Create a Google Plus business listing (Billed at $30 per hour)
  • Create a plugin
  • Create images (We do offer photography & video services but you would be billed separately)
  • Fix WooCommerce extension bugs and conflicts
  • Increasing site traffic
  • Paid marketing (We can help with Social media advertisement & Google Adwords, but services are billed separately)
  • Research previous theme customizations
  • SEO (Will help with basic  SEO setup, but advanced SEO is billed separately)
  • Set up email accounts
  • Sites containing explicit contents
  • Sites hosted by WordPress.com or using Rainmaker Platform
  • Transfer a non-WP site to WordPress
  • Update customized WooCommerce
These tasks require a more in-depth knowledge of your hosting account, WordPress theme, & premium plugins.  We are happy to accept these tasks, but the client should acknowledge that some tasks require additional work and the client will need to purchase a block of development time or a "Developer Sprint".
What level of WooCommerce support can I expect?
Everything goes back to our general golden rule that forms our overall task's we cover versus tasks we don't, the task should be something we can complete within the time allowed by your plan.  If we can generally try and complete your WooCommerce task during your monthly plan then that is a good indication we will accept the task. However, there are some things we will flat out refuse to cover by a monthly plan.  The nature of these requests and complexities involved when making more advanced changes will require you to speak with us about a development session.Things we will do:
  • Add/Edit/Remove a product
  • Add/Edit product details (price, description, weight, etc)
  • Add/Edit product images
  • Edit WooCommerce base settings
  • Add product feed to page
Things we will not do:
  • Edit core WooCommerce files
  • Edit a WooCommerce extension
  • Install and configure 3rd party extensions
  • Set up shipping tables
  • Change checkout layout
  • Set up your payment processing
  • Fix broken checkout
  • Write custom WooCommerce hooks
*These items are more complex and will need to be discussed for a development session.
What can you do in terms of consulting or giving recommendations?
We often get clients who just want to ask us a couple of questions or get some direction on what plugin or tool to use and we absolutely welcome that. You can use your monthly support plan however you would like, and asking us questions or for recommendations is covered under the plan. Simply create a to-do as you normally would with your inquiry. We will then address it in our standard task completion and we can have a conversation or share our insights regarding your question.
How do I submit a task?
Before you can submit a task you must have signed up for our monthly service plan and finished the on-boarding process.  If you have done that, then we are ready to begin taking your tasks. To submit a task simply add a new card under the "To Do" column. You can add as many separate to-dos as you need and you can sort them by priority (top of the list is considered top priority).
Why Use Trello? What detailed notes are included with each job?
One of the great parts of using Trello as our task/ticket management system is it acts both as a great tool for monitoring ticket progress, but also a great place for communication. Email ticketing can be convenient but once the email thread gets more than a few emails long it can become a nightmare to track task progress. When using Trello, we are able to comment on each task and request as we work on them. Making sure you are always informed as to what we did to complete the edit. We will, depending on the request, provide screenshots or other details upon completing the request as a form of QA for your final approval.
What are your support hours?
Our support hours are 7 days a week. 8:00 AM - 8:00 PM.  You are free to contact us at any time via email or text and we will do our best to respond to your inquiry ASAP.You can reach us at Support@34northllc.com.
How do I contact support?
There are many ways to contact a support agent when you need one. The easiest way is to simply add a To Do item on your Trello board and we will address your concerns there. If it is something that needs to be addressed right away, you can try reaching out to us via email at Jesse@34northllc.com or by phone at (229) 869-1215.
What if I don't need monthly support?
Chances are you probably do need monthly support. If nothing else we're an extra level of assurance to protect your website, but if all you really need is quick help for a single task, you can purchase one of our Developer Sprints.
What is your cancellation policy?

Subscribers can cancel anytime by letting us know via email.

What if I am unhappy? Can I get my money back?
We offer a 30-day money back guarantee for all of our clients. If you are not happy on day 1, no problem we will refund you. If you make it to day 30 and are not happy, no problem we will refund you. Easy as that.
Do you do design work?
We do!   We will provide custom design work such as logos, letterheads, business cards, social media cover photos, header images and much more.  We typically bill any graphic design work at $40 per hour.  You will be provided an estimate on your design project after you submit us a detailed request for your needs.
How long do your site builds take?

Typically a site build takes 4-6 weeks.  If you need a site built on a tighter timeline, we will revise your quote to meet your deadline. Using developer sprints you can get a site built within a few days.

What happens if a plugin or theme update breaks my site?
The simple answer is that we fix it. We go out of our way to ensure compatibility before we update plugins, themes, or WordPress versions, but sometimes the results of an update are unexpected and things break. In those rare scenarios, we quickly repair the issue and contact the plugin or theme author so they can work on patching the issue.
What does unlimited mean?
For our top-tier support plan, we do offer unlimited edits.  Unlimited truly does mean unlimited. Once you sign up, you are invited to our private shared Trello board where you can submit your to-do items for us. We have no restrictions on how many to-do items you can create. Feel free to stack up all the to-dos you have and we will work through them each day. We recommend indicating task priority, by putting your most important to-do items at the top of the to-do list.Typically we get to 1-3 task responses per day per client. A task response is any activity/response we provide towards a task or question. If a task is written well and follows our general task policies then we can complete the task without needing additional back and forth. As a note, tasks should always be something we can complete from within the WordPress admin area. If we ever feel you are abusing the service we will let you know.
How do I create the "perfect" request?
Thanks to Trello, creating the perfect request is easy. A "perfect" request is one that needs no further explanation. It is a task that we can get to right away and complete without any further interaction between us. Here are the steps to creating the perfect task:
  1. Create the request under the To-do column, give it a quick/informative title
  2.  Use the card description area to tell us in more detail about the request and any additional information we might need.
    • To access the description area, after you make a new card in step one simply click on the card to pull up its detail area in step 2. This section is where all the detail and extra information should be posted. Please make sure to always supply as much detail as possible so the request can be understood by anyone who was to read it.
  3. Add any necessary attachments or screenshots we may need to help us fully complete the request.
How long do your site builds take?
Typically a site build takes 4-6 weeks.  If you need a site built on a tighter timeline, we will revise your quote to meet your deadline.
Do you do design work?
We do!   We will provide custom design work such as logos, letterheads, business cards, social media cover photos, header images and much more.  We typically bill any graphic design work at $40 per hour.  You will be provided an estimate on your design project after you submit us a detailed request for your needs.
What's the cost?
The cost can depend on a number of factors:
  • Type of website
  • Number of pages on the website
  • eCommerce site
  • Number of products on the eCommerce site
  • Timeline for completion
  • Third party plugins
  • Premium themes
  • Stock photography
  • ect...
Our basic website package starts at $750.00.
What kind of websites do you design?
34 North has experience designing all types of sites, ranging from simple brochure-type websites to complex eCommerce sites and databases.  Some of the sites we can help with are:
  • Blogs with CMS
  • Business listing sites
  • Real Estate
  • eCommerce
  • Online payment services
  • File management (uploads/downloads)
  • And, much more!
Can I make changes to the website once you've started?
Yes!  We encourage feedback from our clients.  Once you review and approve the initial design, the site will move into full project development and it becomes harder to make changes, so we ask that our clients give us plenty of feedback to keep things moving quickly and on the right track.
When can I get started?
We will be happy to discuss your project at any time, but we only accept 1-2 website projects at a time.  This is to keep our focus on the current project.  Typically, you may encounter a few weeks lead time before we can begin a project, but we recommend that clients go ahead and contact us about their project so we can set them up on a schedule and start working out the cost and details.
Do I need to have a domain name first?
You do not need a domain name to get started with us, but it is a good idea to go ahead and start thinking about the name of your website.  If you do not already have a domain name, 34 North will happily purchase the name on your behalf.
I already have a domain name.
You can go into your domain registrar’s control panel and simply set the nameservers for your domain to 34 North's name servers.  Or, simply, just provide us your login details and we can transfer your domain name or point the nameservers for you.
What is shared hosting?
Shared (or “virtual”) hosting means that your website resides on a server that is simultaneously hosting other sites. Your site will be allocated a set amount of disk space and data. Note that although the server is being shared by other sites, your site’s files are protected and secure at all times, and unable to be accessed by the server’s other users.
What service level guarantee is provided?
34 North operates all servers to ensure the maximum uptime possible. A few times each year, our servers will need to be taken offline to perform system and hardware upgrades. Such upgrades are performed at a time of low usage, usually overnight.  There are safeguards in place to maintain a high level of uptime, RAID drive arrays, redundant power sources, and a myriad of other precautions.Uptime for our web servers is currently > 99%.
What security measures are in place to protect my website?
Hacking of web-servers is a very real risk on the Internet. We monitor our servers and continuously log attempts to exploit vulnerabilities in common web-servers.  34 North runs on Linux based systems, which have a substantially lower risk of being compromised than Windows-based servers.  All equipment is stored in a secure data center which incorporates 24 monitoring and alarm system.
How much support do you provide?
When you purchase a domain or hosting we provide you with free support for our hosting platform. We are available most commonly by email, and we try to answer back as soon as possible.With each website project, we offer 90 days of free tech support to fix any glitches or bugs that are a result of a programming error. After the free period, we recommend that you sign up for one of our monthly service plans.  Taking advantage of our maintenance plans will help you take full advantage of your websites potential by keeping content up to date, backing up your site, keeping all themes, plugins, and extensions updated, plus many more benefits.When contacting support please include as much detail as you can provide, including your domain name, the exact nature of the problem and any relevant passwords we may need to investigate the issue for you.
SEO - Can you guarantee first page placement?
We do not guarantee placement unless you are participating in a pay-for-placement search engine program.Despite what other online marketing companies claim, no one can guarantee top search engine placement. What we can guarantee, is that we will help you with keyword selection, meta-tag and other web copywriting, submission, and optimal site design architectures for the search engines, as well as other routes that have proven to help.
How do I get started?
Shoot us an email or text or just give us call (the old fashion way)!  We'll talk about what services you'll need and then we'll go over your listing and decide what day and time work best.  All project estimates and invoices are sent via email.  Once you accept that estimate, we will get started on your project.
How does this process work?
We try to make things as easy as possible for both our team and the listing agent!  We have outlined the general process below:
  1. Send us your listing address, square footage, and any additional pertinent information. (You can text, email us or call)
  2. We'll email you an estimate (that you'll need to accept).
  3. Based on your needs, weather, and sun positioning, we will set a day a time that works for the seller & agent.
  4. Prior to the photos shoot, we will email you a pre-shoot checklist.  Our checklist completely outlines all things that should be done in the home to get the home prepare for taking photographs.
  5. We will spend anywhere from 1 - 3 hours at the property taking photos.
  6. Turn around time on editing is usually 24-48 hours (only in extenuating circumstances should you have to wait longer).
  7. We ask that you please pay the invoice at this time.
  8. You will be emailed a DropBox link with all of your listings photos.
  9. If you feel that any photos need additional editing, we will be happy to address those concerns at no additional charge!
If you, the agent, are unable to meet with us directly, we will be happy to meet with the seller.
Can you take aerial photos?
Absolutely!  That is actually how we started in Real Estate photography.  We offer fair affordable rates for drone photography.  Pricing starts at $125.We are fully trained, licensed, and FAA Certified to fly commercially!  34 North also carries a $1,000,000 liability insurance policy and has logged hundreds of hours in flight.  If you have any questions about how the process works, we ask that you please give us a call.  We are always happy to answer any questions!
What services do you offer?
  • Interior Photography
  • Exterior Photography
  • Aerial/Drone Photography
  • Sneak Peak Videos (30-45 sec videos that highlight a homes main features)
  • Floor Plans (upon specific request only)
How will I receive my finished photos?
Once we are through editing and you have paid your invoice, we will provide you with a private dropbox link to your photos.
When will I get my finished photos?
We strive to provide a 24-48 turnaround and 99% of the time we hit that mark!
When is payment due?
We do not ask that you make payment prior to the photo shoot, but we do ask that payment is made prior to final delivery.
What type of payments are accepted?
We will accept all major credit cards, checks, and cash!
How long does it take?
We know...you just received a new listing and you need the photos quickly.  We understand the pressure you're under to get things turned around quickly and we will do our best to work with your schedule.  Typically from the time you call to the time, you'll receive a finished product is a minimum of 2-3 days.
What if I am not satisfied?
If you are not satisfied with your photos or the editing work, we will do our best to reshoot or re-edit any photos to make sure you are satisfied.  But, in the end, if you are not happy we will refund your entire invoice (assuming you will not use any of the photographs provided).  We want our clients to feel 100% confident when using our services!
What is your policy on rescheduling?
There are times when it will be necessary to reschedule, for example, due to inclement weather.  However, if a client requests to reschedule within 24 of the set appointment time, a $50 fee will be added to the session. If we arrive and the home is not ready to have pictures taken, or the property is not accessible, a cancellation fee of our minimum session fee ($125) will be charged.
How can I prepare for the shoot?
  • Declutter! Clear all unnecessary objects from furniture throughout the house.
  • Replace any burnt out light bulbs
  • Open blinds and curtains
  • Remove hidden items from under the bed, behind furniture, placed on chairs
  • Remove any newspapers, magazines, stacks of papers and mail
  • Put away any space heaters, fans, vaporizers and dehumidifiers, phones and remote controls
  • Remove pet food bowls, litter boxes, and toys
  • Clear all unnecessary objects from the kitchen countertop
  • Turn on all lights; make sure ceiling fans are off and clean
  • Remove items from the sides and top of the refrigerator
  • Make sure no dirty dishes are in the sink
  • Close all toilet lids
  • Put away all toiletries. This includes items left on the vanity, exposed shelving, and in the bath and shower areas
  • Make sure mirrors are clean.
  • Hide garbage cans and scales. If this isn’t possible, make sure they are empty and clean.
  • Remove yard clutter, put away hoses and any signs from your yard
  • Mow the lawn and weed if applicable
  • Trim bushes and trees
  • Apply fresh mulch or pine straw
  • Remove cars parked in the driveway or that are parked in front of the house
  • Pressure wash decking, exterior, and driveway if needed
  • I don't usually photograph closets, pantries, or garages unless they are a selling feature of your home.  If they are, please make sure they are organized and clean for the session.
You will receive a complete "Pre-Shoot" Checklist prior to the photography session.
Does someone need to be present for the shoot?
It is highly recommended that the point of contact is on-site, or has recently been on-site to ensure that the property is photo ready when we arrive. If this isn't possible, access will need to be provided to the property, but it is not a requirement to have someone present during the shoot.
Will you Photoshop XYZ out of the pictures?
Our standard editing process does not consist of removing large objects or modifying undesirable permanent items from the photos.  Typically this type of editing tends to misrepresent the property.  We do remove photo imperfections such as light flares and possibly remove small items (such as a hidden toy under a bed, or a cord across the floor) that were missed during the process of preparing the home to be “show ready”.  If you require more in depth, editing we can do this at an additional charge, while leaving you the agent responsible for deciding what would properly represent the property.
Do you offer add-on services?
  • Aerial Stills:  We will add 5 aerial images to any photography session for $25.
  • Sneak Peak Videos:  We will add a 30-45 second video to any photography session for $100.
 
What is this going to cost?
Our real estate pricing starts at $125 up to a 2000 square foot home.  Price is calculated by square footage.Aerial or drone photography also starts at $125.We also offer spectacular deals on our add-on services!
Why do I need professional photography?
You usually only have one chance for a potential buyer to determine what their first impressions are of the house they see online.  Having your home photographed professionally is an investment that isn’t just a benefit in helping your listing stand above the others, it’s a requirement.   I’m passionate about photography and architecture and would love to talk to you about how I can help you.So, why hire a professional real estate photographer:
  • Across the pricing spectrum, on average, homes sell 30%-60% faster
  • These homes sell up to 39% closer to the listing price
  • Sharper images can increase sales, at or above listing price, by 31%
  • Homes photographed by a professional, garner 61% more online views
  • Buyers spend 60% of their time looking at listing photos, and only 20% of their time on the listing description and agent description
  • 83% of buyers say professional photos are “very useful”
  • Market yourself - 70% of buyers find their agents online, and a great marketing portfolio of photos will help you find new clients.
How does this process work?
At 34 North, we try to make it as simple as possible:
  1. Choose the real estate photos which should be edited (additionally you can order photo culling, give us a bulk upload of pictures, and instructions to find great real estate photos)
  2. Send us your photos via email (Photos@34northllc.com) or via your private DropBox Link (which we will provide after "on-boarding"
  3. Mention the level of real estate retouching which suits you and any additional services needed.  You will email those requests to Photos@34northllc.com
  4. We will confirm that your project is underway
  5. Wait for 24 - 48 hours and you will receive a link to your fully edited photos
  6. You will be emailed an invoice.  If you are a monthly client, then we will bill you at the end of the month
  7. Additional photo revisions. You can ask for changes if the work was done wrong
How do I get started?
If you would like to start using our photo editing services, we have a quick "on-boarding" process to get you up and running.  This includes:
  • Setting you up with a private dropbox link (this is where you will upload all of the photos you want to be edited)
  • You will submit your Photo requests to Photos@34northllc.com
  • We will set up your profile to receive electronic invoices.  We accept all major CC's
  • You will be provided with a getting started packet so you will know how to submit editing requests
How do I send you my photos?
Once you have completed the "on-boarding" process, you can email your photos to Photos@34northllc.com along with the specifics of your photo editing request.  Additionally, you can upload them to your private dropbox link.  This comes in handy if you need to deliver a bulk project or you have photos that are too large to email.
How long does it take to get my photos edited?
Typical turn around time is 24 - 48 hours.  If you need a rush job, please mention it in the notes when submitting your order.
How do I get my finished photos?
Once we have completed your project, we will email you a link to your pictures.  This link will stay active for 90 days.
What if I want to change something?
We have a 100% satisfaction promise in our Moneyback Guarantee. We promise to make as many changes as needed to get your photos looking 100%.
What payments are accepted?
We accept all major Credit Cards.  (Visa, Master Card, Discover, & AMEX)
When is payment due?
We typically request payment at the time your photos are delivered back to you.  But, for regular clients, we can set up a weekly or monthly payment schedule.
Do you offer volume discounts?
No, at this time, we do not offer any discounts.
Is there a limit on the number of images I can submit?
No way, you can send over as many photos as you would like - one, five, ten etc.
I want several variations of my image, can you do that?
We can provide you with multiple variations, but you will need to mention this when submitting your order.  (ie. if you want one lead pic to show blue sky or maybe you want it to show a twilight sky with the sun setting)
If there are RAWS can you work with them?
Yes, we work with the RAW files. The RAW files will give us the possibility to edit your photos on the higher level and achieve the better results!
AGENT SHOOTING TIPS
If you are an agent submitting pictures to us, we recommend the following tips for taking better pictures:
  • Work with the sun and don't shoot pictures directly into the sunlight
  • Use your autofocus
  • Change your SLR on automatic, landscape, or scene modes.
  • Image quality: Look at changing your default setting to Raw or Raw+Jpeg.  Most of the time you can change your camera to shoot in Raw format by going to MENU, selecting QUALITY, & choosing RAW.
  • If your lens has image stabilization or "VR", turn that on.
  • Format your memory card in your camera
  • Let us know if you have any questions about these different features.
What type of editing services do you offer?
We offer anything from basic retouchings, such as White Balance, Color Correction, Exposure Enhancement, Image Sharpening, Spot removal, & Sky enhancements up to our more advanced editing services, which include lawn retouching, sky replacement, adding fire to fireplaces, & small object removal.  You can view our service prices on our Real Estate Photography Page, and we will provide you with a full price list guide when you have signed up with us!