FAQ | Square Eye



Why do you specialise in WordPress?
WordPress isn’t the only content management system (CMS) in the world, and for some people, it isn’t the most appropriate. But it is the world’s most popular, and we think, the best and most user-friendly.

Aimed at non-technical users, it’s easy to learn the ropes. It’s open source meaning there are no licensing fees for the core software, and you’re not tied to any particular support agency or host. There’s also a huge ecosystem of plugins, developers and training resources meaning that it’s a smart choice of platform economically.

We find it the perfect fit for our kind of client: businesses who want power and flexibility, coupled with an easy editing experience.

Our website uses a different CMS. Can you help?
Sorry, we can’t support your website if you use Joomla, Drupal or another CMS.  But if you’re open to a change, we can convert it to WordPress.  This can be very easy or very complex depending on whether you have full access, how much data your website holds, and the functionality it offers.  Contact us and we’ll estimate how difficult the migration might be.


Why do websites need support?
The minimum needs of a WordPress website are very simple: you need a hosting account, and to upgrade your software and plugins. If you don’t need to need to make any changes to it, then nothing should ever break.

That’s as long as (a) technology never changes (e.g. new browsers or mobile devices being released, or changes to WordPress) and (b) nobody ever visits your website (because “hell is other people” – Sartre).

If you want to grow your business online, building and and interacting with your audience; if you want to stay on top of new features and other trends; if you want to stay secure from ever-evolving threats; and if you are busy publishing new content as you should be; then your website will need ongoing support.

Some business have in-house IT & marketing teams that provide all these skills. For those that don’t, we provide an expert and cost-effective alternative.

Which support package is right for us?
If you’re not sure after reading our Packages page, please get in touch and we’ll evaluate your specific needs.
How do we submit a support request?
We run an email-based support ticketing system: you send in a request to a dedicated email address and receive an acknowledgement. We then reply as progress is made, updating you by email, until the task is complete. You can log in at any time to our support centre to access your open and past tickets.

Where a real conversation or screen-sharing demonstration would help, we’ll book a phone or Skype call with you.

How fast will our requests be dealt with?
This depends on the complexity of your request, on the support package you’ve chosen, and how busy our queues are at any time. We aim to deal with all simple requests within 1 working day for customers on the Strategy package, and within 2 working days for those on Marketing or Quality.

We don’t guarantee response times for Technical package customers, as we prioritise those on higher packages, but we’ll always try and respond as quickly as we can.


How does your billing work?
We bill quarterly in advance for monthly packages, and require payment within 30 days. If you change your package within a quarter, we’ll refund or credit the difference to you as appropriate.

For design-and-build projects, we usually issue three monthly invoices of 50%, 25% and 25%, and ask for payment of the first before we commence work, and the others within 30 days.  On longer projects or where circumstances dictate we may agree different billing stages with you.

We use the FreshBooks invoicing system and will send invoices by email; you can also log in to access a full history of your invoices at any time.

What payment methods do you accept?
We accept payment by bank transfer, UK cheque, or leading credit cards (via PayPal).
How do we change or cancel our package?
ust let us know the change you would like to make by the 21st of the month in order for it to take effect for the following month. If we have arranged bespoke technical services on your behalf, we may ask for longer notice periods to give us time to cancel our suppliers.

Square Eye

Who are you?
We’re a small team (7 regulars and other occasional specialists) combining skills in design, development, content editing, marketing and project management – and a chartered accountant. We have fluent English, Spanish and Russian speakers.
Where are you based?
We’re one of these modern, remote teams without an office – we work entirely online, with team members in several different cities and countries. But we’re headquartered in London, UK, where most of our client base is.

Our registered office is: Square Eye Ltd, 5 St John’s Lane, London EC1M 4BH. We can host client meetings there or at other venues in London or Madrid.

Can we trust you with our website?
We hope so – and many prominent businesses do already – including lots of lawyers who don’t tend to settle for second best. We were founded in 1999 and have worked with clients such as Pump Court Tax Chambers for over 15 years.

Square Eye Ltd is a UK registered company, No. 03833891. VAT No. GB743523344.

We’re happy to work with you on a small trial project if you’d like to see us in action, before making any long-term commitment:  get in touch and we can discuss how that might work.