Frequently Asked Questions

Overview

Scaling

Developers

Account


What is RipplePop?

Started in 2016, RipplePop is a one-stop-shop for any and all WordPress help. 

RipplePop gives you and your company a professional and dedicated WordPress developer for a flat monthly fee.

A RipplePop WordPress developer works in your tools (Slack, Basecamp, Asana, anything!) and on your timezone, no matter where your businesses or customers are in the world. 

You can scale your WordPress development team up and down as needed. You can choose to have a Developer available for 8, 4, or 2 hours per day Monday through Friday. 

Best of all, with RipplePop you get the reliability and accountability of the RipplePop support team in Chicago. 

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How does RipplePop work?

There are two main ways people tend to get started with RipplePop. There's the 'I need help right now so get me signed up' customer, and then there's the 'I want to make sure its the right fit before committing' customer.

'I need a developer right away, service sounds like a good fit, let's just get started.'

We try to make the process of getting the best developer to help you as simple as possible. When you sign up, we have a quick form to find out more about your exact needs and what proficiencies you would need your developer to have in order for them to be successful. It also collects the daily time you want your developer active each day so you can both collaborate in real-time if ever needed.

We then find the perfect developer on our team for your work. We match them based on their skills and their ability to work on your time zone. Within 24 hours we connect you with your developer and make the introduction and share how to begin onboarding them into your tools. Sometimes this can take up to 48 hours if you have very specific development needs.

That's it! You can be off to the races with a developer matched to your needs within 24 hours if you were to sign up right now. You then have 14-days to see how things go and we are more than happy to refund you during your initial 14-days if it is not a great fit.

'I want to make sure its the right fit before committing.'

This route tends to be the more common of the two. Mainly because you are about to commit to having a developer to help complete work for you. You want to make sure they are going to be a good fit if your plan is to scale their hours up later.

Start by booking a consultation with Jordan, the Co-Founder of RipplePop. During that call, Jordan will ask all about your company, your needs, and just how we might work together best. After the call, he passes that information on to his internal manager responsible for our team of developers and their scheduling.

We will follow up after the call once we have found a few good candidates and share their basic information. From there we can schedule a call for you to interview them yourself or you can simply pick which one seems to be the best fit for you. Once you have found a developer you think will be great for you, we have you sign up and your developer is ready to begin the next day.

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What does RipplePop cost?

You can find the pricing of our plans on our pricing page here: https://ripplepop.com/pricing.

If you have any questions about our pricing or plans, please email us at hello@ripplepop.com.

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Are there any long-term contracts?

Our membership is month-to-month. We even offer a 14-day 100% satisfaction guarantee if you are not happy with our service.

If you want to sign up for a quarterly or yearly membership at a discounted rate, we do offer that. Just inquire send an email to hello@ripplepop.com and we can get you set up.

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Where is RipplePop Based?

RipplePop is based in Chicago and our development team is based in the Philippines. We love our Filipino team as they are incredibly hard-working and diligent.

We look for great developers with great English skills. Part of our vetting process is making sure our developers have very good English comprehension and writing skills. If you need a developer replying directly to your customers, we'll match you with one who has tested the highest in their spoken and written English tests.

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Can you help with one-off projects?

Yes and no... Let me explain.

If you have a project that is something quick, let's say 3-5 days of full-time work, we do not sell any type of one-off plans to accommodate that.

However, that does not mean we can't make it work with our plans. We have many customers who sign up for a monthly plan, but it is a 'project-based' relationship. Meaning, often we get agencies or people who just need a site built then they plan to leave our service. That is completely ok with us.

How that typically works:

Email us to tell us more about your project: hello@ripplepop.com. We can give you a rough idea of how many hours it might take to complete that project (let's say it is a large site and might take 60-80 hours for this example site build). Based on the 60-80 hours to complete the project, you can choose a plan of ours that best matches your timeline or due date for the project:

Our 2-hour per day plan (10 per week) means the project would be completed within 2 months of signing up. This would mean the estimate for the work would be the cost of the 2-hour plan multiplied by the number of months for the project. 

Our 4-hour per day plan (20 per week) means this project would be completed within 1 month of signing up. This means the project estimate for this work would simply be the cost of one month of service.

Our 8-hour per day plan (40 per week) means this project would be completed in about 2 weeks. If you have a tight deadline, this is often how we can work to meet those tighter deadlines.

Once you decide which plan is best for you based on your project timeline, you can sign up and get started! 

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Can you help with non-WordPress projects?

Absolutely! Many of our customers have projects ranging from Shopify to marketing to design to app development. If you'd like us to help find the perfect creative for your next project that is not WordPress related, be sure to ask at hello@ripplepop.com.

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What's the advantage of RipplePop over Upwork?

The main advantage of RipplePop is that you have a company (us) and service offering backing up our plans. 

If an Upwork freelancer decides to leave town and not answer any emails, you are left with little that you can do and even less that you can do legally if they are an international freelancer. 

With us, you get a company that backs the promise. If a dev is not doing a good job for you, we can swap in a new one or even provide replacement developers if your developer is sick or absent. These types of things are what make our service something you might pick over trying to go and find the perfect freelancer that you can entrust with the work you have.

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What are the different ways I can scale my RipplePop team?

Scaling your RipplePop team is something we wanted to make simple. There are two ways you can scale: Horizontally or Vertically.

Horizontally:

You have a developer on a 2-hour per day plan. You upgrade that developer to a 4-hour or 8-hour per day plan.

Vertically:

You already have a developer on a 2-hour, 4-hour, or 8-hour plan. You want to add an additional/new developer to the team (maybe with different skills) on their own 2-hour, 4-hour, or 8-hour plan

So you can either scale up your current developer's hours or scale outwards by adding additional developers to your team. 

In the occasion where you have a developer on a 2-hour or 4-hour per day plan, and you want to upgrade their hours and they do not have that availability in their schedule, we can either find a second developer to handle these additional hours alongside your existing developer OR we can find a more full-time-ready replacement who has the availability to scale up to full-time with you.

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Can I white-label my RipplePop team?

Yes! Our developers are yours to use as you need. If you need a developer or team of developers to be replying directly to your clients or customers, we can supply the team to do that. 

You can make them their own email within your organization for them to use to white-label it even further. We try to be flexible here so you can use your developer for your specific use-case.

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What about the weekends?

Our current plans only cover 5 days of work per week (Monday - Friday), however, if you are interested in getting weekend coverage, just let us know and we can talk about finding someone for weekend work if we have them available.

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Can I flex-use hours? Do hours roll-over?

When you sign up for RipplePop, you are signing up for 8, 4, or 2 hours of help every day (Monday - Friday). 

If you are on a 2 hour per day plan, your developer may also be serving up to 3 other customers on 2-hour plans as well. Due to this, if you have unused hours they do not roll over, so do your best to plan your developer's workload accordingly. 

This also means that you can not ask for 8 hours of work on one day, and less time on the other days of the week.

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Can I upgrade and downgrade my plan as I go if my needs change?

Yes, absolutely!

If you are on a 2-hour per day plan, and let's say you have a busy month coming up. You can always upgrade your plan to a 4-hour per day plan or 8-hour per day plan for that rush of work. You can then go back down once the rush is over.

We allow you to upgrade/downgrade week-to-week. So the shortest you can upgrade to a higher plan would be for 1 week. Daily upgrade/downgrades are not possible.

The way we handle an upgrade is as follows (assuming you are on a 2-hour plan):

2-weeks into your plan, you decide you need to increase your developer's hours to 4 hours per day for the remainder of the month. We then calculate the cost of the early-upgrade and charge that fee to your card on file to complete the upgrade. We charge a $250 one-time upgrade fee OR the cost of the proration (whichever is greater).

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How do you vet developers?

We have a very rigorous vetting process to ensure only the best developers make it through to be on our team.

Here is what is involved to become a RipplePop Developer:

Our Developer Manager is responsible for finding and getting developers to start the application process.

We run the appropriate background checks, ID checks, and English comprehension tests to ensure we can proceed with that applicant.

The initial application is long and it takes around 45 minutes to an hour to complete. It has very specific instructions that, if not clearly followed, will result in us immediately disregarding the applicant. We ask the developer to record videos as they work and explain their reasoning and decision making as they work. This helps us judge their skills in real-world scenarios and get a feel for how they communicate through finding solutions.

If their initial application is good, we advance them onto some tests. This includes tests for their development skills, CSS skills, and other skills relevant to the customers they plan to serve.

If all tests go well, the candidate moves onto the final stage interview. This interview is with our most senior level developer. He has been with us for over 4 years now and been a developer for more than 10 years. He has seen everything under the sun, and we trust him deeply with being able to analyze if a developer has what it takes to be a successful developer on our team.

If the final interview goes well and the candidate passes, they are in the pool of "ready developers" who have been approved and are waiting to be assigned to a customer that matches their skillset.

One of the ways we protect our customers is by having a very in-depth and thorough vetting process. This helps ensure only the most diligent, honest, knowledgable, and reliable developers make it through.

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How soon can a new developer get started?

As soon as you sign up, an internal clock of ours starts ticking. Typically we have a perfect match ready for you within 24 - 48 hours of signing up depending on your specific needs.

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Can a developer help with other types of tasks?

Yes!

Let's say you have a developer for 2-hours of work per day. Today, you have an hour of work (maybe less to give them) but you want to make sure you utilize their time. Here are your options:

You can have the developer help with other tasks (editing spreadsheets, answering emails, tidying up work, admin work, etc) as long as they express they are comfortable working in the associated applications.

You can always ask your developer to do more proactive work. Example: "Please review all of my sites and do a speed audit. Improve the speed of the poorest performing sites when I do not have other work to give you."

You can always lean on your developer for some basic consulting. "What tool is best to accomplish X, Y, and Z?" "Can you highlight the best strategy to export and import thousands of custom posts and media?"

Your developer's daily hours are yours to utilize. If the amount of dev work is light, you can always get creative with asking for help on other items as long as they are comfortable doing so.

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Do your developers have design experience?

When you sign up or schedule a consultation, we connect with you to discover your exact needs. If you need a developer who has solid design skills and can whip up a page from scratch with minimal design input, we can find that developer for you.

In short, the answer is yes, we absolutely have developers on our team who can handle design as well as development.

If you need a graphic designer outright, you can let us know as we have many great designers we can assign to you as well!

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How does a developer work on my timezone?

When our developers apply to become a developer on our team, we ask them, " What is your preferred time to work?"

Many of our developers prefer "off-hours" or the graveyard shift. We do not force our developers to work on schedules they have not indicated as their preference.

This means if you want your developer active from 10 am - 12 pm CST each day, we will find a developer with the best skills for your needs and the availability you are seeking.

That way, you get a developer who is happy to be online and working with you during their preferred shift schedule. This allows you to do things like a Zoom, Skype, Google Hangouts, Slack chat, etc all while they are working. This real-time collaboration is a great way to help make sure you always have access to your developer during your daily shift schedule.

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Can I track my developers time?

Yes!

We have our own set of tracking and check-in tools to monitor our developers. However, if you want your developer to be reporting in a time-tracking tool that your company uses or monitors, you can absolutely do that.

Simply invite your developer (via their RipplePop or the company email you made for them) into your time tracking tool of choice. Then make sure you instruct the developer on how to properly track their time in the proper way you are looking for.

That's it! You're all set and can now track the hours of your developer.

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Can I do a video or screen-share with my developer while they work?

Yes, absolutely! All of our developers will have Zoom installed and most already have Skype as well. 

During their shift, each day, the developer we supplied to you is yours to use as you need within their skillset. Feel free to have a call or share your screen if you ever need to!

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How should I share logins and passwords with my developer?

Password Managers (Tools/Services)

Most agencies and people we work with are using some password manager. Whether that be LastPass, 1Password, Dashlane, etc. 

If this is the case for you, you can simply add your developer (via their email) to your password tool and they can install it. Then you can simply grant them access to whatever credentials you need and maintain control over their account.

Adding Your Developer Manually to Each Site

This can be more painstaking, but some prefer this method. Simply create a new admin user on each site where you want your developer to have access. Make sure you set their admin email to their RipplePop email or the email within your org that you created for them. That way you still have some level of admin control over them if necessary.

Sharing Passwords - One-offs (Never share passwords in the body of an email or anywhere for that matter! Use this method!)

Submitting passwords to us is easy and secure when you follow these easy steps.

Go to https://1ty.me/

Enter in the site admin credentials we will use to access the site

Click "Generate Link"

When submitting a request for a site we have not serviced yet, append the generated link to the body of the request so we can gain immediate access

The beauty of https://1ty.me/ is that it generates a unique link to that file that only you will know. When you send it to us and we open it, the note can never be opened again by anyone else. It self destructs. And therefore makes it an extremely secure and easy way for you to share your login information with us and know it will not cause any security issues.

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How do I submit requests to my developer?

Most of our customers are people or agencies who are already using a project management tool to track their work. Examples of tools we've helped with in the past include Basecamp, Trello, Asana, Jira, Slack, Monday, Google Docs, etc.

One of the major benefits of our plans is that our developers come to you and your tools. So if you are using Asana to track to-do items around your site(s), you can simply invite your developer into your Asana and they can begin working through those items. 

We do this to allow our customers more flexibility so that they are not restricted to a specific way of submitting work to their developer.

If you do not have a Project Management tool in place, let us know and we can always create a private shared Trello board as a starting point or you can simply request things from your developer by sending them an email if ever needed.

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How do I cancel, upgrade, downgrade, or change billing?

You can access your account from ripplepop.com/my-account

Once logged in, you can easily cancel, upgrade, or downgrade your subscription from within the various tabs present within your account dashboard.

If you have any questions at all, please let us know: hello@ripplepop.com.

If you are looking to pause your work but would like to retain access to your same developer upon returning please let us know.

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What is your refund policy?

So you’re ready to part ways with RipplePop?

No problem! Lousy refund policies are infuriating. No one wants to feel like they were ripped off. We made our refund policy simple: If you are ever unhappy with RipplePop, for any reason at all, just contact our support team and we will take care of it for you. Now that was easy, huh?

Examples of full refunds we would grant:

If you were just charged for your next month of RipplePop, but you forgot to cancel before the charge. We are happy to refund you.

If you are leaving us during your initial 14-Day Satisfaction Guarantee period, we will happily refund you.

Examples of partial refunds we would grant:

If you forgot to cancel RipplePop a year ago, but there has been activity on your account since then, we will review your account usage and figure out a partial refund based upon your usage.

If we had extended downtime or you emailed us and it took multiple days to get back to you, we will issue a partial refund.

Get in touch

At the end of the day, almost everything on the edges comes down to a case-by-case basis. Send an email to hello@ripplepop.com and tell us what is going on. We'll work with you to make sure you are happy.

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Can I pause or freeze my account and retain my developer when I return?

Yes, if you wish to pause your billing and want to return in the future and have us retain the same developer who you were assigned, we can do that with a reduced monthly fee.

If you are on a 2-hour per day plan, the cost to maintain your developer with no risk of them being reassigned to another customer is $75/week.

To reserve a 4-hour per day developer, the cost is $150/week

To reserve an 8-hour per day developer, the cost is $250/week.

If you are canceling or pausing for just a few days or one-week, oftentimes that is short enough where we can reserve your developer without much issue or need for additional charges. However, if you plan on pausing for more than a few days, you would need to pay the retainer fee to lock in the same developer and time slot when you return again.

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What if my developer is sick or absent?

That is the beauty of having a service/business (us!) around!

If your developer is ever sick, they will report that to our Customer Champion. Our Customer Champion then begins to look for a temporary replacement for your account. Once found, our Customer Champion will send an email to you, connecting you to your new temporary developer. That way, you never have to miss a day of work even if your developer is sick or absent. Then your developer will return on your account when they are healthy again.

If your developer is ever sick or misses a day of work, it is not required to get a replacement. If your workload is light, you can simply let your developer have the day off if you choose. Or, if you do not want a replacement (too many cooks in the kitchen) your developer can always work out a schedule to make up the missed hours over the next couple of days.

Either way you go, we'll always be here to help in these types of scenarios. If your developer is not reporting in for you today, please email us at hello@ripplepop.com so we can get you a replacement right away.

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Can I change to a new developer?

The short answer is,  yes!

If you ever want to change to a different developer you are absolutely allowed to do that. Simply contact us at hello@ripplepop.com and we can take care of assigning you a new developer to your account.

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Take the first step with no commitment needed

The first step in our process is finding you the right person for your needs. Fill out our Application Form and tell us about your needs. Then we can get back to you with the perfect match before you ever need to sign up or pay.