Your White Label Preparation Hub

We're excited to see if we'd be a good fit to work together!

👉 Apply to be a white-label partner. That's your first step.

Once you're an approved partner, you'll book a call with the Client Success Team.  We'll chat about your business, your goals, our care plans and how we'll work together.

You'll checkout as a white label partner with your first care plans (you'll be given access to a partner checkout so that you get preferred pricing. 😉). 

As soon as you checkout, you'll receive an email which explains some important next steps.

This includes:

• How to get your clients website logins to us safely so that we can onboard your plan.
• How to set up your white label support inbox.
• How we'll white label your weekly reports.
• How you can add new website care plans.

This is the only time you'll need to checkout. You won't need to checkout for each new website care plan you add.

From here on out, our communication will be handled via email. We'll have you set up as a white label partner and you'll be making recurring revenue in no time. 💣

All support is provided via email. We have you set up a brand new email address which should only be given to clients on care plans with us. You set a forwarder which allows the forwarding of support tickets to our support dashboard. All support will be 100% white labelled as you.

Set your client up for success by asking them to provide the following in their edit requests. Including these details, using recommended tools, prevents us from having to ask follow-up questions, saves everyone time, and allows us to perform the edits more quickly and efficiently!

Use Loom 🎥

This Chrome extension allows you to take quick videos if a written email or screenshots just won't cut it.

Include screenshots 📷

This is super helpful for our technical team. When you send images of exactly what's wrong, we can nail down exactly what needs to be done.

UNHELPFUL: "I need the attached image added to my blog post!"
HELPFUL: "Please add the attached image to my blog post (wpbuffs.com/this-specific-blog-post/) and see the directions below to put it in the right place. Thanks!"

Our 5 favorite screenshot tools are:

• Snipping Tool (Windows, Free)
• Snagit (Windows/Mac, Free Trial)
• Skitch (Mac, Free)
• FastStone Capture (Windows, $20)

Add a descriptive subject line 👌

It's best to include high-level details in your subject field so that we'll know exactly where to go to make the changes you want.

UNHELPFUL: Subject - (No subject)
HELPFUL: About Us page needs realignment

Be as specific as possible 📏

Include as many details as you can when you're giving us edits or tasks to complete. That way, we know exactly what needs to be done.

UNHELPFUL: "My website has some spelling mistakes. Please fix them all ASAP!"
HELPFUL: "My About Me page has the word "Wordpress" in it but it should be "WordPress" with a capital P. Please change that when you can!"

Include the browser or device you're using 💻

This will help us to troubleshoot the issue and fix it faster. If we're looking at your website on Chrome but your issue was on Firefox, that's something we need to know.

UNHELPFUL: "My website's header looks funny! Please fix it!"
HELPFUL: "The background color of my header looks a little off. I'm using Google Chrome on a tablet. Please fix this when you can!"

Include links to where changes need to be made 🔗

This way, we know exactly what page you're referring to and can go right there when making any necessary edits.

UNHELPFUL: "One of my blog posts needs a featured image. Please add one!"
HELPFUL: "This blog post needs a featured image. Please add the attached one: wpbuffs.com/this-specific-blog-post/"

All of our white label support is 100% email based, so for any website support requests, email is your best and most efficient route. 

We'll invite you to regular Partner Success Calls so that we can check in and make sure everything is going well.

This is a good opportunity for us to talk about your MRR growth and identify ways we could help, discuss your account and for you to ask any other questions to our Client Success Team.

These invites are sent to you via email once you're an active white label partner and you'll also find a 'book a call' link once you have access to the Partner Hub. 

We get a lot of questions about response and resolution times here at WP Buffs!

Here's the most honest answer we can give you - it depends on the ticket. Here's how it works:

1. When you email a support ticket in you will receive an automated response right away, if it is submitted correctly into our system.
2. Within 1-4 hours you will receive a response email from a Buff that we have opened the ticket, we are looking at the complexity of it and will let you know when it has been resolved.
3. Within 24-48 hours you will receive a resolution email with the changes made on that ticket.

If the ticket is complex and we need more time, the support team will let you know if it is outside of that 48 hour window. Communication is key here with response and resolution times, we've got your back!

Unlimited edits do include edits to content, changing plugin settings and CSS adjustments.

INCLUDED:

• Included: You want us to change out the logo with one that you provide.
• Included: You want us to add a new product to your WooCommerce store (for which you've provided all needed content).
• Included: You want us to install and set up a plugin to use its built in functionality.
• Included: You want us to take the text that you emailed to us and use it to replace the current content on your About page.

Things that are not included are custom development (PHP, plugins, themes, etc), updating custom code, graphic design, PSD to WordPress, creation of content or building out a new website or subdomain.

NOT INCLUDED:

• Not included: You want us to edit your logo image.
• Not included: You want us to create a custom checkout process for your WooCommerce store.
• Not included: You want us to create new functionality that doesn't exist in a plugin. (This would require custom development which may be available at an hourly development rate.)
• Not included: You want us to write content for or design your About page.

We'd be happy to help you with custom development as well. That kind of project is fully covered by our hourly work ($100 per hour) or a retainer plan if your client requires on-going custom development work. 

Yes! We handle all custom development tasks on a case by case basis, and the cost of the project will depend on how long each project will take to complete.  This is a good way to increase your revenue as you can outsource that work to us and arrange an hourly rate that makes sense between you and your client. 

When we receive a request that is out of scope of the care plan and will require custom development, our custom development team assess the project and put together a quote for you based on the hours they estimate the project will take.

We'll provide this estimate via email and organise this directly with you before any work goes ahead. 

If you'd like to speak to us about a Custom Development Retainer Plan for your client, please contact us.

To get set up as a white label partner, you'll need to send in your application first.

 As soon as you're on board, you'll get access to your Partner Hub.

That's where you'll add new plans, check your account and get access to even more awesome resources to help your business grow.

Once we're working together your can contact us via email to switch a plan.

We can upgrade a plan for you anytime.

A Maintain Plan can be upgraded to Protect Plan or Perform Plan. 

If we manage one of your client websites that use WooCommerce, any membership area functionality, payment functionality or multiple languages they will need to remain on Perform Plan and cannot be downgraded.

Sites like this take more resources for us to manage, so making sure your clients are on the right plan means we'll be able to dedicate what's needed to keep your client's website secure, fast and running smoothly.

If you'd like to upgrade or downgrade a plan, just email us and we'll handle the rest.

We've made it super easy to update your payment information!

Once you partner with us, you can update your card information anytime by accessing the 'My Account' section in your Partner Hub. 

You'll get access to the Partner Hub once you're on board and partnered with us!

When you sign up starting with 2 + care plans, you get a 20% discount off of our usual care plan pricing. 

You can see your pricing here!

Yes, we do! Our team has a lot of experience and knowledge when it comes to handling sites hosted with AWS. You're in safe hands! We fully manage WordPress websites hosted under AWS on our Custom Pro.