For WordPress agencies, success is not just about building beautiful, functional websites. It’s also about ensuring the websites stay up, running, and secure 24/7.
Since most agencies aren’t hosting providers themselves, they rely on third-party hosts to keep their client sites live and functional at all times. This is where 24/7/365 support by humans becomes crucial.
Hosting-related issues like site crashes, security breaches, or slow performance don’t stick to a 9-to-5 schedule. When problems arise, agencies need real, expert support immediately, no matter the time of day. Automated systems can handle basic tasks, but when urgent or complex issues hit, human support makes all the difference.
This article explores why continuous support for WordPress hosting by real people is a must for agencies looking to deliver consistent quality and build trust with their clients.
Typical challenges WordPress agencies face with hosting
WordPress agencies handle a wide range of client needs, from site performance to security and custom configurations. Hosting-related issues can pop up unexpectedly and often require immediate intervention to prevent further problems.
Here are some common challenges agencies face that underline the need for 24/7/365 human support:
- Website crashes during high-traffic events — Whether it’s a product launch, flash sale, or viral marketing campaign, high-traffic events can cause a site to crash if the hosting provider isn’t equipped to handle the load. WordPress agencies can lose business and credibility if a client’s website goes down during a critical moment and there is no immediate human support to mitigate such crashes in real-time.
- Plugin or theme conflicts — Many WordPress sites rely on third-party plugins or custom themes. Sometimes, updates or conflicts between these components can break functionality, cause slowdowns, or even make the site inaccessible. WordPress agencies need human experts available at any time to troubleshoot and resolve such conflicts quickly.
- Security breaches — No website is immune to security vulnerabilities. A hacked website can damage a client’s reputation, compromise sensitive data, and even lead to legal issues. WordPress agencies need hosting providers that offer immediate assistance during security incidents.
- Performance issues and slow loading speeds — Clients expect their WordPress sites to load quickly and run smoothly. Poor site performance affects the user experience and impacts SEO rankings. WordPress agencies frequently rely on hosting providers to identify and resolve server-related performance issues, whether it’s optimizing server settings, fixing database bloat, or handling caching problems. A delay in support could mean lost traffic and a hit to the agency’s reputation.
- Complex custom configurations — Many WordPress agencies manage custom-built sites that require advanced server configurations beyond what most automated support systems can handle. Whether it’s server-side caching, CDN integration, or handling multisite installations, WordPress agencies often need direct access to experienced support personnel who understand complex, customized environments.
Given these challenges, 24/7/365 support is essential. Agencies need real-time solutions to keep client websites running smoothly. Next, let’s explore why round-the-clock human support is a must for WordPress agencies.
The importance of 24/7/365 support in WordPress hosting
In a recent case study, f.technology shared how Kinsta’s support became a game-changer for its business. Specializing in advanced software development and WordPress site maintenance, f.technology experienced a critical moment when one client site was severely compromised.
“One memorable night, we were under attack,” said Franco Farnedi, CEO and Founder of f.technology. “The site had been wiped clean. But thankfully, Kinsta’s support was quick to action. They stayed in chat with us for hours and hours over the weekend, analyzing and patching up the vulnerabilities until we fully resolved the issue.”
This highlights how having a dependable hosting provider can make all the difference when disaster strikes, ensuring your clients’ sites are restored quickly.
Here’s why 24/7/365 support is critical for WordPress agencies:
- Global client base, different time zones — WordPress agencies often serve clients from all over the world, meaning issues could arise at any hour. A website malfunction that occurs during the night in one region could mean peak business hours in another. Without 24/7/365 availability, a problem that could be resolved in minutes could end up being ignored for hours, causing frustration, financial loss, and potential damage to the agency’s reputation.
- Downtime = Lost revenue — Every minute a WordPress site is down translates to lost revenue, missed leads, and eroded trust. This is especially true for e-commerce sites or high-traffic blogs, where every second of downtime can lead to abandoned shopping carts, missed purchases, or reduced ad revenue. WordPress agencies need hosting providers who can step in immediately when problems arise, regardless of the time, to prevent these losses.
- Technical issues don’t follow a schedule — Unexpected server crashes, security vulnerabilities, or plugin malfunctions can occur anytime. Many of these issues require human intervention to troubleshoot, fix, and restore services quickly. An automated response or a long wait for regular business hours isn’t acceptable in such high-stakes situations. Human support that’s available 24/7 ensures that complex, unforeseen issues are addressed immediately, preventing them from escalating into major disruptions.
- Continuous monitoring and proactive support — 24/7 availability isn’t just about reactive support; it’s also about proactive monitoring and prevention. Hosting providers that offer round-the-clock service can detect and resolve issues before agencies or their clients even notice them. This kind of preventative care is essential for maintaining performance and security standards, allowing WordPress agencies to stay ahead of problems and provide uninterrupted service to their clients.
In essence, 24/7/365 human support is a non-negotiable requirement for WordPress hosting. It ensures that agencies can confidently deliver quality, uninterrupted service to their clients and maintain uptime no matter when or where issues arise.
Different types of support models in WordPress hosting
WordPress hosting providers generally offer different types of support, and it’s essential for agencies to understand what they’re getting. Each type impacts how quickly and effectively issues are resolved.
Why automated support is not an option
Automated support includes chatbots, scripted responses, and canned troubleshooting content designed to assist users without human interaction. Here are some reasons why you should avoid hosting providers that deliver only this type of support:
- Limited problem-solving abilities — Automated systems, like chatbots, can only handle basic queries and tasks. They fail when it comes to complex issues such as plugin conflicts or server misconfigurations, which require deeper knowledge.
- Lack of critical thinking — Unlike humans, automated systems cannot analyze or adapt to nuanced problems. WordPress agencies often face unique situations that require human judgment and expertise to troubleshoot effectively.
- Inadequate for high-stakes scenarios — When it comes to security breaches or critical site downtime, automated support cannot respond with the urgency or expertise needed. Quick, expert intervention is crucial in these high-pressure moments.
- No custom solutions — Automated systems work with pre-defined responses and cannot offer customized solutions based on an agency’s specific setup or needs. WordPress agencies rely on tailored support to keep their sites running smoothly.
In short, automated support lacks the flexibility and expertise required to handle the complex issues that WordPress agencies regularly encounter.
Proactive vs reactive support
When managing multiple WordPress websites, agencies can’t afford to simply react to problems as they occur. Relying on reactive support alone can result in costly downtime, frustrated clients, and a loss of trust. This is why proactive support from hosting providers like Kinsta is crucial to avoiding potential problems.
You may ask what is the difference between reactive and proactive support.
Reactive support comes into play after an issue has already disrupted the client’s website. While necessary in emergencies, it often leaves agencies scrambling to fix problems that could have been avoided.
To make matters worse, some hosting providers still use a tiered support model, where issues are passed from one level to the next, adding unnecessary delays. This approach extends downtime and can throw a wrench into the agency’s operations, leading to frustrated clients and lost business opportunities.
In contrast, proactive support works to prevent these issues before they ever become a problem.
At Kinsta, we’ve built a system to provide proactive monitoring for all WordPress sites hosted on our platform. Our uptime monitoring checks each site every three minutes, and if we detect that a site isn’t responding properly, our engineers are alerted immediately to resolve the issue before it affects your client’s operations.
Additionally, Kinsta’s monitoring system not only catches general uptime issues but also proactively alerts agencies about specific problems like:
- DNS errors — If your site’s DNS configuration is incorrect, we notify you right away.
- SSL certificate issues — If there’s an SSL configuration problem or an expired certificate, we alert you to fix it.
- Domain expiration warnings — We notify you if your domain has expired, helping to reduce unintentional site downtime.
These proactive measures give agencies a significant advantage, as they help prevent disruptions that could harm client relationships.
For example, imagine a WordPress agency managing multiple high-traffic sites. If Kinsta’s monitoring detects unusual server load, our team can respond before a potential site crash, ensuring the agency’s clients don’t experience downtime during a peak event. This kind of proactive support builds confidence with clients, as they know their websites are constantly being monitored and protected.
At Kinsta, we combine both proactive and reactive support to deliver the best experience for agencies. Our proactive uptime monitoring ensures that problems are detected early, while our 24/7/365 human-based support ensures immediate resolution when issues arise.
We also don’t use a tiered support model where you must wait while issues are passed between levels. When you contact us, you’re connected with an expert who will resolve your issue quickly. Our entire support team is made up of highly skilled WordPress developers and Linux engineers. Many contribute to WordPress core, open-source projects, and even develop plugins.
How 24/7/365 support enhances client relationships and retention
For WordPress agencies, strong client relationships are built on trust, reliability, and consistent performance. Partnering with a premium hosting provider that offers 24/7/365 support ensures that agencies can deliver these qualities with confidence.
When a hosting provider guarantees round-the-clock assistance, it enhances client satisfaction and gives the agency peace of mind. Agencies can reassure their clients that no matter the time or situation, their websites are fully supported and protected.
Immediate issue resolution = client confidence
Nothing boosts a client’s confidence more than knowing that their website problems will be resolved immediately, no matter the hour. When an issue like a site crash or security vulnerability arises, the hosting provider’s 24/7 support steps in to provide quick fixes, allowing agencies to assure their clients that downtime will be minimal.
For agencies like Torro Media, a Boston-based web design and digital marketing agency, having reliable 24/7/365 support from Kinsta has been a game-changer. When Matt Sullivan founded Torro Media in 2018, his focus was on “reputation over revenue,” ensuring the best possible results for his clients. By partnering with Kinsta, Torro Media benefits from immediate access to expert-level support whenever the agency or its clients encounter issues. This not only solves problems quickly but also helps address root causes, reducing future complications.
As Matt Sullivan notes, “Kinsta’s support is so helpful that it can be a big benefit for our clients to have that direct contact and relationship with them, so we don’t get bombarded with questions that should directly go to Kinsta in the first place.”
This fast response fosters trust, showing that the agency has reliable hosting partners who can handle any problem at any time.
Avoiding downtime = protecting client revenue
Downtime is costly for any business, and for agencies like Paramark, ensuring its clients’ websites stay live and operational is critical. Before partnering with Kinsta, Paramark struggled with unreliable hosting on cPanel-based platforms, leading to frequent site monitoring, crashes, and instability. Since moving to Kinsta, Richard Perrin, founder of Paramark, no longer worries about uptime.
“Unplanned website downtime has been eliminated,” he says. With Kinsta’s uptime guarantee and proactive monitoring, Paramark now enjoys uninterrupted service, giving its clients confidence that their sites will always be online and functioning smoothly. This reliability protects client revenue and strengthens Paramark’s reputation as a dependable agency.
Agencies can proudly communicate to their clients that their choice of hosting partner helps prevent costly downtime.
Building long-term trust through proactive support
Proactive support from the hosting provider ensures potential issues are addressed before they escalate. The hosting provider’s monitoring systems catch performance drops, security risks, or other technical concerns before they impact site functionality.
For agencies like CrucianPoint, a full-service agency based in St. Croix, proactive support from Kinsta has been a game-changer. Before switching to Kinsta, managing multiple virtual private servers and dealing with hosting complications slowed the agency’s workflow and impacted client satisfaction. With Kinsta’s proactive support, CrucianPoint was able to streamline its operations with features like 24/7 monitoring, plugin vulnerability reporting, and quick resolutions of potential issues before they escalated.
As CrucianPoint’s founder Shomari reflects, “Kinsta’s uptime has been amazing, and the staff has been proactive in notifying us when security vulnerabilities are discovered for the plugins we use. They’ve become an extension of our internal support team.”
This gives agencies the confidence to tell their clients, “We partner with a premium host that monitors your site 24/7, so we can address problems before they affect your business.” This proactive care builds long-term trust, reassuring clients that their sites are in safe hands.
Strengthening the agency’s reputation
WordPress agencies that partner with top-tier hosting providers can build a reputation for reliability and excellence. Clients appreciate knowing that their agency uses the best hosting services available, with 24/7 support as a key selling point.
This partnership becomes a competitive advantage for the agency, as satisfied clients are more likely to recommend their services to others.
For agencies like wPowered Inc., Kinsta’s expert support has played a vital role in enhancing reputation. Before switching to Kinsta, the agency’s client Nubaby.cc faced frequent 502 errors and slow backend performance. After moving to Kinsta, the expert support team quickly diagnosed and resolved these issues, drastically improving site performance.
Peace of mind for the agency
With reliable 24/7/365 hosting support, agencies no longer have to worry about solving complex technical issues themselves at inconvenient times. This allows them to focus on what they do best — building and maintaining websites — while knowing that their hosting partner is ready to handle any issues that arise.
Agencies can confidently tell clients, “We’ve partnered with a premium hosting provider to ensure that no site we build experiences downtime.”
For Doyuk, a promotional product supplier, the peace of mind it gained after switching to Kinsta was transformative. Before Kinsta, the company struggled with server management and WordPress performance issues, which drained its time and resources. Since moving to Kinsta, the team no longer worries about server maintenance or downtime.
“We no longer worry about technical problems. It just gives us time to improve our site,” says Tahir Uyanik, WordPress Developer at Doyuk.
In short, partnering with a hosting provider that offers 24/7/365 support enhances client relationships, gives agencies peace of mind, and strengthens their reputation. It allows agencies to assure clients that their sites are in good hands, providing a level of trust and reliability that leads to long-term retention and business growth.
Summary
For WordPress agencies, the stakes are high when it comes to ensuring that their client’s websites run smoothly and without interruption.
Having 24/7/365 human support from a reliable hosting provider is not just a luxury — it’s a necessity. It allows agencies to focus on what they do best: building and managing websites without worrying about technical issues, server downtime, or complex troubleshooting.
Kinsta provides a comprehensive solution for WordPress agencies by offering more than just hosting. With 24/7/365 expert-level and multilingual support, agencies get direct access to knowledgeable engineers, ensuring that any issues, whether big or small, are resolved quickly.
Kinsta’s proactive monitoring system checks sites every three minutes, catching and fixing problems before they affect your clients. Security vulnerabilities, plugin issues, and performance drops are addressed in real-time, so agencies can rest easy knowing their clients’ sites are fully protected.
Partnering with Kinsta gives WordPress agencies the peace of mind they need, knowing they have a hosting provider committed to providing top-tier support, security, and performance at all times. This kind of reliability builds trust with clients, enhances your agency’s reputation, and ensures long-term growth.
