What happens if my website is hacked or breaks?
Our Client Plans are designed to be preventative, so we do our best to not let this happen. However, sometimes stuff happens! In that event, we will be there for you, helping to resolve the issue as quickly as we can. We can not guarantee that your site will not be hacked but we will do all that we can to restore your site as soon as we are able to minimise any impact on your business, as well as assist in the restoration of your website with one of our backups.
What are the benefits of a monthly client plan?
Your website’s performance, including load time, downtime and uptime, is dependent on your website software functioning correctly on the most recent version. We ensure your website is updated and if we notice problems or conflicts that arise from this, we will usually have the problem fixed before you’ve even noticed. We send you a monthly maintenance report that includes details of the updates that were made, your analytics and your uptime.
We’re also here when you need assistance, instructions and changes.
Does the Client Plan include the plugin licences?
Our Client Plans include most plugin licences for the duration of the time you are on a Client Plan. If you decide to terminate your Client Plan then you will need to purchase your own licences for any themes or premium plugins used. There are some exceptions such as some WooCommerce plugins. You will be advised if you need to maintain your own licences.
Why should I pay you when I can fix it myself?
Well let’s be honest, the chances are if you have a problem it’s because you’ve neglected your website in the first place. Or you tried to do something yourself and well, you broke it!
You could continue to try and fix it, taking your time and probably making it way worse or you could get help from the professionals.
Think of your website like your car – it costs less to maintain than to fix when something goes wrong! Website maintenance is just like those regular oil changes you get for your car.
What are my payment options?
Payment can be made using any major debit or credit card (Visa, Mastercard, American Express). Payments will be automatically deducted on the monthly/quarterly/annual anniversary of signing up. PayPal is also accepted.
What if an update breaks my site?
The site is immediately rolled-back to the backup state taken prior to performing the update. The methods for this vary in some cases. From there, you’ll be notified of the issue. The majority of issues are addressed free of charge, however, custom plugins, issues introduced by users, or especially time-consuming issues may be billable. We will notify you before charging anything to your account.
What if my plugin is no longer supported?
The plugin is still monitored for issues as before. If it causes no issues it remains on the site. We frequently encounter plugins with a variety of issues; in such cases, the customer is notified of better (and up-to-date) alternatives.
How often do you run updates?
We will run standard updates once per month. If there is an important update to prevent security issues, we will address those right away. We often wait a week or two before implementing major updates so that all the bugs get ironed out first.
What tasks are included in the dedicated support time?
The most common requests are content updates (new images, update hours, etc.) and small design tweaks, however, we are happy to do anything if the time allows. We can create a quick tutorial for you if you want to learn how to do something yourself and save your time for more complex issues.
Please note that ‘new feature’ requests will usually result in a project quote being sent as they tend to take longer than the monthly time slots allow.
Do you offer 24/7 support?
No we do not. Our support hours are currently 9AM – 5PM EST, Monday through Friday. We have a dedicated support desk for our clients on plans and they receive priority care, according to their plan.
What is your cancellation policy?
You are free to cancel at any time. No contracts. However, we do not offer refunds for contracts cancelled part way through their term.
Please just request cancellation via email and we will stop the next payment. We’ll be sorry to see you go though and will welcome you back at any time in the future. Your business is important to us!
How do the Strategy Sessions work?
These consulting calls are reserved for our Elite clients. Those that are really interested in growing their online business. We will schedule a suitable time and meet up via Zoom or Skype (or even just telephone). You can use this time for coaching, training or general marketing strategy advice.
Do my support minutes rollover if unused?
Unfortunately not. Your support time must be used every month or you will forfeit your support time for that month. We advise making regular updates to your site and suggest you add images or testimonials if you have no other changes.
Support Time purchased as a special offer does roll over and is accounted for separately.
What if I need more hours?
If you have a task that requires more time than you have allotted we will gladly provide you with a project quote that you can approve outside of your client plan. However, often we will assess the situation as it happens and with your approval work past your allotted time and bill you for any overages at the rate specified for your plan ($150 – $125 per hour). We also offer special offer ‘top up’ packs from time to time to our email subscribers so make sure you are on our list.
What if my site is already broken? Can you fix it?
Yes we can. We will take a look and see what's wrong and do our best to give you an approximate estimate as to what needs to be done and how long it will take to fix it.
My website wasn't built by you, can I still buy a client plan?
Our plans are designed for our clients but we welcome businesses that want to establish a long term relationship with us as their professional and dedicated webmaster.
We would first perform a Website Evaluation to see the state of your website. This will highlight any issues that arise. We will then make a list of fixes and suggestions for improvement in order to proceed with the website on a monthly client plan. We will action any minor fixes for your site. Any major issues will be presented to you along with a project quote to resolve them. The Website Evaluation is a fixed fee and usually takes 4 hours.
Do I have to create the content for the Social Media Management Add-on?
We generally find that you know your business better than most so we do rely on you to provide us with the content. It can be a link to another post, your latest news, an interesting article relevant to your business or a YouTube video. We will extract information to create the posts and schedule them for you. (We will provide stock photography, SEO meta information and handle video creation for marketing videos).
If you require us to write content for you (We get it! Writing is not your thing!) we offer a Content Creation service as another add-on.
Why should I trust you to maintain my site?
Well firstly, we built most of the sites that we maintain. They’re like our babies – we want to see them looked after.
We also have years of experience and can usually fix things much quicker (and actually fix them) than if you try to do it yourself. By hiring us you’ll save yourself the stress of worrying about the upkeep of your website. You’ll also reduce the chance of lost potential leads and sales due to website issues and downtime. Spend your time growing your business and leave the tech problems to us – we like them!
Do the Client Plans include hosting and domain name registration?
Our Plans do include our own web hosting, because optimized hosting is important for the performance of your website. They do not include domain registration although we would be happy to do that for you for an extra charge.
We don’t insist that you use our hosting so you are free to set up your own as long as it is suitable to host a WordPress website. However, the price does not decrease if you use your own hosting. We can recommend suitable alternative hosting.
We are also more than happy to set up hosting for you.
Can I upgrade or downgrade my Client Plan?
Absolutely you can! Please just email us and we will set you up with a new plan. (This usually means we cancel your old plan and send you the link to approve the new plan – but there will be no interruption in your service).
