frequently asked questions
Need help understanding how we work? Start here. These are the most common questions we get – and the answers you need before getting started.
Do You only work with WordPress sites?
Yes! We specialize in WordPress because it’s powerful, flexible, and perfect for small businesses. Whether you need a brand-new site or help with an existing one, we’ve got you covered.
Where are you located?
Site Saviour is proudly based on the Gold Coast, Australia. All of our team members are Australian-based, and we never outsource support overseas. When you contact us, you’ll speak directly with a local WordPress expert who understands your timezone, your business, and your expectations.
Do You Offer a Refund If I'm Not Happy?
Yes! All one-off services are refundable & for monthly plans we offer a 30-day money-back guarantee. If you’re not satisfied, let us know within the first month, and we’ll issue a full refund—no questions asked.
Do You Offer Support Outside Business Hours?
Yes, we offer 24/7 support including after-hours emergency support for critical issues, such as website downtime or security breaches. If you’re facing a serious issue outside of our standard business hours, just reach out, and we’ll be there to help you.We understand that for many businesses, a website issue can’t wait until tomorrow, and we’re committed to providing prompt assistance when you need it most.
How fast will you start working on my site?
We usually begin within minutes of your order being placed. Once you complete checkout and provide the necessary details in your secure account area, our team jumps straight in to diagnose and repair the issue. We understand downtime hurts — so we treat every job as urgent.
What if I’m not sure what the problem is - can you still help?
Yes! You don’t need to diagnose the issue yourself. Just describe what you're experiencing - for example, “my site is down,” “my checkout isn’t working,” or “my contact form doesn’t send emails.” Our team will investigate, identify the root cause, and get it resolved quickly. We’re here to handle the technical headaches for you.
Will my website experience downtime during the repair?
In most cases, no. We aim to fix issues without disrupting your live site. If downtime is unavoidable (e.g. for major errors or server issues), we’ll let you know in advance and work quickly during low-traffic times to minimise impact. Your business continuity is a top priority for us.
Is my website and data safe with you?
Absolutely. We take data privacy and security very seriously. All credentials are stored securely, access is limited to only the team member working on your site, and no part of your data is shared with third parties. We’ve also worked in regulated industries and maintain high security standards.
Do You Support Woocommerce Sites?
Absolutely! We specialize in WooCommerce and ensure your online store is updated, secure, and optimized for performance.
What makes you different from other WordPress support companies?
Unlike many of our competitors, Site Saviour is 100% Australian-owned and operated. Our team of local WordPress experts is dedicated to providing personal, responsive support. We never outsource our work, so you’ll always know exactly who is handling your website. Plus, we offer tailored solutions for Australian businesses, with a deep understanding of local hosting providers, payment gateways, and regulations.We focus on proactive support, helping you avoid issues before they arise, so you can spend less time worrying about your website and more time growing your business.
Why should I, as an Australian business, choose Site Saviour?
As an Australian-owned and operated company, Site Saviour offers something most providers don’t: truly local, secure, and reliable support. Your website and customer data stay protected onshore - no overseas access, no call centres, no language or timezone barriers.We understand the unique needs of Australian businesses, from local hosting environments to privacy laws. With Site Saviour, you’ll get fast, friendly service from real people who care about your success.
What kind of WordPress issues do you fix under the Site Repair service?
We fix a wide range of common and critical WordPress issues. This includes site errors like the white screen of death, 500 internal server errors, broken contact forms, cart or checkout issues, plugin/theme conflicts, email delivery failures, and more. If your site is broken or behaving oddly, this is the service for you.
Do you need my login credentials to fix the issue?
Yes, we’ll need admin access to your WordPress dashboard, and in some cases, cPanel or hosting access. You can securely share your details with us using the encrypted Vault in your Site Saviour account, which becomes available right after you sign up.
What happens if the issue turns out to be something else, like malware or speed?
If we discover that the root of the issue falls under a different service (such as malware cleanup or speed optimisation), we’ll let you know immediately and suggest the appropriate next steps. You’ll never be charged twice - we’ll credit what you’ve already paid toward the correct service.
What if my website goes down again after it’s fixed?
If the same issue reoccurs within a reasonable amount of time, we’ll recheck and fix it at no additional cost. Our goal is long-term reliability, not just temporary patches. For continued protection and peace of mind, we recommend our monthly support plans.
Is this service suitable for WooCommerce or membership sites?
Absolutely. We regularly fix critical issues on WooCommerce stores, membership platforms, and complex custom sites. Just let us know the issue and we’ll assign a developer experienced in that specific area to get it resolved properly.
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ticket support
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Services
We offer a huge variety of website support services & we’re confident that we can help.