Have a look at our detailed FAQs and learn more about our products features and services.
Have a look at our detailed FAQs and learn more about our products features and services.
For enquires, please fill up our contact form and our support team will get back to you as quick as 24 hours.
If your site handles all payments or donations on-site such as WooCommerce, our Glow Plan or higher is required.
However, if your website accepts payments or donations that are 100% managed by a 3rd-party (someone submits their payment on a separate website, etc), we can also manage your website under our Spark plan.
We are able to work with any website regardless of where it’s hosted.
While we understand that different websites have different needs and that our clients have realistic budgets that they have to meet. We also do provide hosting for all our managed websites.
Our reason for doing so is to give our clients a choice to port from their existing host provider to our current one, where we can help monitor and manage their hosting space, which is already a core feature in all our plans.
Once you sign up for the Glow plan that makes the most sense for you, you’ll receive a welcome email with information on your plan and details about how to securely send us your login credentials.
Once you send login information for your WordPress dashboard and hosting provider, we’ll have your plan fully implemented in 24-48 hours. This includes a 200+ item checklist to get your website fully optimized.
The speed enhancements can take up to a week since we have to optimize everything for your unique core files, theme and plugins and we want to be careful not to cause any downtime for your website. So we take our time and make sure this is done right instead of risking potentially compromising your website.
And of course, we’ll keep you updated with our work as it happens via email. We make the whole process totally transparent!
You can expect to receive your first weekly report the first Monday after you sign up with us. If you sign up over the weekend, we may send your first report the next Monday to make sure we have everything ready before reporting back to you.
Our web plans each cover one single site, domain, subdomain or WordPress installation. If you have multiple sites as subdomains of a site (e.g. iluma.com and iluma.com.uk) they still count as separate sites, and you’ll need to subscribe to a plan for each site.
You are more than welcome to choose different plans for each website depending on the needs. You can also view all your plans under the Account Dashboard upon login.
The most efficient way would be to raise a ticket through our chat box, where a friendly service staff will help address your issue. Alternatively, you could also email in to: email@example.com so that we can assign a project support staff to assist you.
While we don’t offer phone support at the moment, we’ve placed a huge emphasis on customer support here at Iluma Design, and you’ll find our services engaging, effective and friendly.
Definitely! Having good command of the English language is a big factor during our hiring process (both UK and US English).
We will eventually incorporate support teams with their own language efficiency.
Our development teams are currently based in Singapore, with infrastructure networks across Southeast Asia, East Europe and Central USA. All members of our development team are full-time members here in Iluma, while our project team leads are rostered around the globe in order to cater to different time zones.
Yes! Just get started with any of our web plans and we’ll have your site cleaned up within 24 hours.
We perform our updates monthly, and there are a few reasons for this:
Sometimes plugin updates are released with bugs. Updating less frequently allows our plugin developers to get rid of these bugs before we add them to your WordPress site.
Batching more updates together means an easier manual review. That in turn means a lower probability that something bad will happen or break your website.
We’ll be doing all these updates on the weekend when most websites receive less traffic. That means a safer environment and minimal issues for your visitors.
We always make an exception for more major plugin updates, such as WooCommerce. When major updates come out for this, we’ll make the updates far more slowly to ensure that your website remains running smoothly without any hiccups.
Our Iluma Warranty feature brings premium WordPress security to your website. Get started with any of our plans and we’ll implement the plugin and optimise it to give your website the best possible coverage.
We also implement additional security SOPs across all WordPress dashboards and server to ensure that your website is protected at all times.
We’re a privacy-centric company and we strive to be incredibly diligent about the transfer or personal data, website passwords, credit card information, etc. We use tools like privatebin to securely hand off personal information.
Our entire team uses VPNs to anonymise and encrypt internet activity whenever we log in to do any work related to Iluma Design, our customers and our partners. Every single member of our team activates 2-factor authentication for every piece of software we use that offers it, including all software that contains customer data of any kind (including Stripe, WooCommerce, Notion, Figma, etc).
We understand that malware is a serious issue for anybody running a website. The great news is that all our Iluma web plans are automatically equipped with malware removal features.
Our team of experts will scan the site, clear out all malware and check the site for any vulnerable areas such as outdated themes and/or plugins with known vulnerabilities.
After malware has been cleaned up, our team will create a security setup to harden your website to protect against future attacks.
We deploy a wide suite of automated tools that will check the status of your website(s). How it works is that these tools will ping your website(s) every minute of every day. We do so to check and make sure your site isn’t giving a 400/500 error
Depending on the support request. Here’s how it works:
When you raise a support ticket you will receive an automated response right away, if it is submitted correctly into our system. Within 4-8 hours you will receive a response from a support staff that we have opened the ticket, we are looking at the complexity of it and will let you know when it has been resolved.
Within the next few business days, you will receive a resolution update with the changes made on that ticket.
However, if the ticket is complex and we need more time, our support staff will let you know if it is outside of that 48 hour window.
We believe that communication between customers and support staff is vital in responding and handling requests. Here at Iluma, we’re dedicated to making it a smooth, efficient and hassle-free process.
Unlimited edits include edits to content on any page, changing banners, headers or footers, changing plugin settings, blog content or context edits, adding a new landing page, formatting landing pages, changing images or text, adding coupon codes or updating shopping carts.
The edits that are not covered include custom development (PHP, plugins, themes, etc), updating custom code, graphic design or copywriting on request, PSD to WordPress, creation of content or building out multiple subdomains off a single website.
Example 1: Managing Your Content
Included: You want us to upload blog content that you wrote with attached images that have been licensed for WordPress and publish it under your schedule.
Not included: You want us to write the blog post, find images and upload to WordPress with no instruction for formatting and propose a date to publish.
Example 2: Managing Your Store
Included: You want us to add a new product to your WooCommerce store (for which you’ve provided all needed content such as pictures, description, pricing & promotions, keywords).
Not included: You want us to generate product info and graphics for your product and create a custom checkout process for your WooCommerce store.
Example 3: Installing Features
Included: You want us to install and set up a plugin to use it’s built-in functionality.
Not included: You want us to create new functionality that doesn’t exist in a plugin, or modify the plug-in’s source code to fit your requirement.
Example 4: Custom Design & Animations
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.
Not included: You want us to copy, duplicate or mirror a reference site.
Top-tier websites that you view such as Apple or Amazon are fully-custom developed and require thousands of man hours in development & maintaining it. While we try our best to work within the design capabilities provided by our in-house development team. We aim to help you achieve the best appearance. But there are limitations to Astra Pro.
Websites with advanced functionality like this require a Glow or Blaze plan. They take more resources for us to manage, so making sure you’re on the right plan means we’ll be able to dedicate what’s needed to keep your website secure, fast and running smoothly.
Yes, we do! We work with many clients running multisite installations. You are more than welcome to choose different plans for each website depending on the needs.
For multisites running more than 5 domains we can fully manage your installation under one of our Enterprise Plans. We will be more than happy to talk through your options and gather all of the information we need to make sure you’re on the right plan. This is so that our team can fully support all updates, security and speed optimisations for your multisite. You can also view all your plans under the Account Dashboard upon login.
In our web plans, a Glow and Blaze plan introduces advanced e-commerce functionalities such as WooCommerce and their integrations.
Unfortunately, our current web plans do not cover custom development, and Iluma does not provide custom development as well.
We hope to implement such features one day.
Our development team is distributed around the world to ensure that we can offer full hosting & maintenance support. If your website crashes on a Sunday morning, someone on our team will be notified within 5 minutes, the issue will be addressed immediately.
Yes! Upon receiving your Onboarding Request Form, provided all the information we have gathered is accurate and true, our team will start working on web development.
If your website is under an advanced functionality plan (such as Glow or Blaze), we’ll do all plugin, theme and core file setup on your draft site.
Once all the content has been provided by the customer within 48hours of submitting the Onboarding Form (i.e Logo, Page Copy, Images, Product Description, Pricing), we’ll push those changes up to your draft site.
We understand that being concise in web development is a crucial process to ensure longevity for your business, and we’re ready to take active steps to get your website up to speed.
Upon receiving the final draft of your website, we will provide a round of fix-up edits based on any missing content or design changes required. Our policy for a full edit in this round will be (7) days for a Spark plan, and (14) days for a Glow or Blaze plan.
If the theme is custom-built, highly customized or the site is using any custom plugins, it would require a Custom Plan.
If a theme was developed/built especially for your business and the website does not use an existing or prebuilt theme as a base then you will need a Custom Plan. If your website includes functionality that was built especially for your website and was not implemented using existing plugins then you will need a Custom Plan.
Our development team focuses mainly on providing technical support for your WordPress websites.
That being said, we often work alongside SEO teams to help implement technical tasks relating to your SEO. Some typical tasks might include:
Updating title tags and page titles
Adding blog post content
SEO is a long term challenge that we are definitely keen on exploring. We are actively looking for project managers with a strong SEO background who can fully review your site and help you achieve your website goals.
We currently do not offer annual plans for our new and existing customers. Though we are already working on implementing this feature!
We work best when we’re your primary technical partner when it comes to WordPress. That way we can ensure all changes made to the site are done following our core procedures. So we prefer to be the only team making technical changes to your website(s).
That being said, we know many websites have multiple users doing many different things in the backend. We enjoy working with many websites to make things even easier for everybody with dashboard access so feel free to schedule a call with our team to figure out how we can manage your websites and make it even easier for multiple users to all be working hard in the dashboard at once!
We understand that businesses need change. That’s why our monthly web plans are flexible and can be upgraded/downgraded anytime. They are monthly rolling subscriptions.
Since we start providing services from the first day of billing, our monthly web plans are non-refundable.
If a web plan is cancelled, there will be a website remainder fee which we’ll charge you only for number of days required to build your website.
When you sign up for a WP Buffs care plan, you get full access to all our premium plugin partners.
iThemes Security Pro
WP Smush Pro
Video User Manuals
As we require resources for e-commerce websites to run advanced functionalities, we will not be able to continue allocating these features for your e-commerce functions. Your website will still be live, without majority of the advanced features.
As part of our operating procedure at Iluma Design, our technical team will backup the latest framework of your Glow or Blaze plan and store it in secure servers for up to 90 days, should you decide to upgrade again down the road.
Yes we do! Other than web development, we also offer different web services such as web migration, web cloning and web refresh.
Once you sign up with an Iluma web plan, you will receive a welcome thread with an onboarding request form for you to opt-in a web migration service. Our friendly project managers will reach out to identify what you need and require before we perform the migration.