General Account FAQs

GridPane doesn’t offer Infrastructure as a Service (IaaS) or hosting hardware. We provide a control panel that lets you interface with the best IaaS providers in the world, on your terms, in any datacenter you choose. You can pick companies like Digital Ocean, VULTR and Linode, or you can bring your own server from almost any provider that has Ubuntu KVM based VPS servers available. AWS and Google Compute Engine support, natively within the application, is coming very soon. 

Everything that you manage inside of GridPane belongs 100% to you, and you can take them with you and leave GridPane at any time. Each server you connect to GridPane is secure by an outside provider, and your fees and arrangements with them are your business alone. We can’t cancel or revoke your sites, because they’re 100% in your control, always.

All of your sites and servers will remain just as they were before when they were connected to your GridPane account. Certain features and functionality that are delivered by the GridPane service will immediately cease to function (Backups, staging, UpdateSafely™ and so on). However, your sites should continue to perform just as before and you won’t experience any outages. You’ll need to make other plans for their management and upkeep.

Aside from your monthly GridPane fees, you’ll need to make arrangements on your own for your server hardware and bandwidth. We connect to Digital Ocean, Linode, and Vultr natively. We recommend building servers with at least 2GB of RAM but you can get started for as little as $5 per month with our default providers. 

The only limits you have on traffic are the ones imposed by the bandwidth limits of your chosen provider. We never restrict or throttle your visitors and so long as your accounts with your hosting providers stay at or below their established bandwidth limits, you’ll never have to pay overages for too much traffic. All of our default providers have plans that can support many hundreds of thousands, even millions of monthly visitors, for as little as $5/month.

All plans (even Free Forever accounts) come with basic email support. Paid plans are given much higher priority and significantly faster response times, and they have access to 24/7/365 support. All plans (paid and Free) come with our Self-Help Tools and automatic service monitoring to resolve many common issues in just a few simple clicks. Pre-sales questions and non-emergency support requests are triaged and processed according to severity. Our normal hours are Monday through Friday, 9AM to 5PM Eastern. Outside of those hours our support is for critical paid account issues only. We average less than ten minute response times across all tickets. Those are averages, not guarantees. 

All paid accounts come with a 30 day money back guarantee with no questions asked. Simply drop us an email or chat and we’ll process your refund within no more than 2 business days. Fees refunded can sometimes take longer to arrive back to your original payment method.

Changing plans, upgrading, downgrading, or cancelling can be done at any time right inside of the dashboard. If your account has too many Sites or Servers to downgrade to a lower plan, you’ll need to remove those extra services in order to be able to downgrade. If you have any questions or problems simply reach out to us and we’ll do everything we can to get you sorted.

How Do I Get Help?

Open a ticket

Create a new ticket by choosing Support from your Settings dropdown within your GridPane account. Paid account users can also drop us a chat at any time, day or night. Tickets are triaged based on severity. Low priority tickets (general questions, documentation level questions) may be shifted until the next business day. 

Self-Help tools

Many problems within your WordPress sites can be resolved in just a couple of clicks by using the Self-Help tools inside your dashboard. Password resets, permissions resets, outgoing transactional email solutions, full server cloning, and total cache purging are all available within the Self-Help Tools. Start your support journey there.

Documentation

New video walkthroughs are coming soon for all features, functions, and capabilities. For now you’ll dozens of documents at our Help Site. Please check to be sure that your issue hasn’t already been covered by a previous article before submitting a technical support request. If we’re missing something, please let us know!

Get started now!

Test drive GridPane today and see for yourself the awesome suite of features and tools we’ve built for serious WordPress professionals like you. If you’re not happy within the first 15 minutes, hit us up via support and we’ll make it right.

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