Support FAQ’s

We get asked a lot of the same questions, here are some of the most common.

So, you have some questions?

The Random Agency has been building web experiences since 2011 and in that time have gained a vast amount of experience and knowledge. We made this FAQ page to answer many of the frequently asked questions we’ve been asked along the way.

We can handle almost any request, up to 30 minutes. This includes installing plugins or themes, adjusting CSS, HTML, and more (a full list you can find here: small-fixes). You will be asked to submit one request at a time so we can complete it as quickly as possible, usually within just a couple of hours. Please note, our business hours are Monday through Friday, 10am-7pm. Oh, and in case your site is down, we will do our best to resolve it even on weekends.

Jobs that take over 30 minutes to complete are not included. For instance, if you ask us to create a custom theme or recode a plugin, we wouldn’t be able to do that.

Excellent! In most cases, you can begin submitting requests just a few hours after you sign up. Once you’ve completed payment, you can begin submitting work requests. When you sign up and provide your login credentials, it will take us few hours to verify your credentials.

If something should happen to your site and you need us to restore from a backup.
When we update the CMS and plugins, our team also monitors your site to make sure your site does not crash. If we do find an update breaks the site, we will attempt to fix it first. If we are unable to fix it (usually when a plugin is no longer supported), we will restore your site before the update and contact you to find the best way to move forward, such as contacting the plugin developer or finding an alternative plugin.
Upon signing up, you will need to have your website’s URL, your admin username, and password. We also recommend having your FTP or control panel URL, username, and password.

On signing up for an account, you will be taken to a secure payment form. Payments are taken via Stripe.

Certainly. You can move between plans at any time in order to meet your current needs. Just contact us and let us know which plan you’d like to change to.

If you’d like to cancel your account you can email us at [email protected] If you are within the first 30 days of opening your account and have not used our services, we will refund 100% of your purchase.

There are no rules, and everyone can be a customer. Nevertheless, most of our customers are from the UK, and we are UK based.