Website Support

WHAT ARE YOUR SUPPORT HOURS?

General Support – is available Monday – Thursday, 9:00 AM to 5:00 PM.  Please allow up to two business days for the completion of your request. 

WHAT CONSTITUTES A SUPPORT REQUEST?

What counts as an update?  Essentially, it’s any edit or addition to your site’s content—from refreshing your text to swapping out images and graphics.  You have one hour of included update time every month to keep your site current.  If you’re planning a larger change, just let us know and we can discuss how to make it happen!

SERIOUSLY, I JUST EMAIL YOU? WHY DON’T YOU HAVE A TROUBLE TICKET SYSTEM?

Yes, it’s that simple and that’s the point.  We have a high degree of accountability on our team and a strong customer service ethic.  We want to make our website management system as simple as possible for both you and us.  Phone support is expensive, disruptive and inefficient.  Emails are the best way to ensure we maintain high levels of service, efficiency and accountability.

DO UPDATES INCLUDE GRAPHIC DESIGN AND/OR CODE DEVELOPMENT?

Simple updates are typically included in your standard maintenance, while more complex projects requiring specialized skill or significant time fall outside that coverage.  For advanced graphic design and custom code development, we work with exceptional partners to ensure top-tier results.  If you have a larger or more technical request, please reach out—we’ll let you know exactly how we can help and provide a clear plan forward.

DO YOU HAVE ANY TIPS ON HOW TO GET MY CHANGES DONE AS QUICKLY AS POSSIBLE?

Yes, here are our famous submission guidelines.  To ensure a fast turnaround and cost-effective service, please email all submissions to [email protected].  Please see the following for your submission type.

Text: We want to make sure your updates look perfect!  When you email us, please include the page link and the full block of text (or the whole page) for the edit.  This allows us to copy and paste your content exactly as you’ve written it, ensuring total accuracy.  Just a quick reminder to proofread your text first—once it’s sent, we’ll move it right onto your site!

Photos/Images: Please provide any necessary photos or images as attachments in your email.   Clearly indicate the specific page and location on the page where the image should be added or replaced.  For easy identification, please name the image files descriptively.   Any image over 200KB file size on disk will be compressed.

Videos: The best way to do this is by providing a YouTube link rather than a raw file.   Because raw videos can slow down your site’s performance, we prefer to embed them directly from YouTube.  Just send us the URL and let us know where you’d like it to appear, and we’ll take care of the rest!

CAN I CALL OR TEXT WITH AN UPDATE?

To ensure your requests are handled with the highest level of accuracy, all non-emergency updates should be sent to [email protected]. Communicating via email allows us to maintain a detailed project history and stay organized, which helps our team remain efficient and responsive to your needs.

CAN I SCHEDULE AN UPDATE FOR A SPECIFIC TIME OR DATE?

Yes, of course. For clients adding a new item like a page or post, we can schedule those as far in advance as requested. For other types of updates, we prefer at least 24-hour notice. Additionally, updates should be scheduled during normal business hours (Monday – Thursday: 9–5pm). Accommodations can be made for after-hours requests; there may be an additional charge depending upon the request and the time of day.

DO YOU PROVIDE AFTER-HOURS SUPPORT AND UPDATES?

Yes, it is called Premium Support. Premium Support is Evenings, Fridays, Weekends & Holidays: we offer urgent (non-emergency) requests requiring immediate attention outside of regular business hours. We offer one-time premium support for a minimum fee of $150. Alternatively, we can schedule a time to address your needs during standard business hours.

 

HOW MUCH TIME IN INCLUDED IN EACH WEBSITE UPDATE?

Monthly maintenance includes one hour of update time, billed in 15-minute increments. Requests exceeding the monthly one-hour allocation may be subject to additional billing at our standard hourly rate

HOW WILL I KNOW IF MY REQUEST IS GOING TO TAKE MORE THAN THE ALLOTTED ONE HOUR?

The vast majority of times, an update or two will not put you over your alloted time. In fact, most overestimate the time it will take for completion. Feel free to contact us before sending the request and we will go over your options with you, but here are some examples of updates that could incur an additional charge:

  • Extensive modifications to multiple website pages
  • Manipulation of large numbers of images
  • Creation of graphics
  • Installation or development of new code or integrated technology

Please contact us with questions.

WHAT IF MY UPDATES REQUIRE MORE TIME THAN IS PROVIDED THIS MONTH?

For small updates to your website, we are happy to handle them for you at no additional charge. For anything more sizable, we can add a one-time charge to your account or upgrade you to a bigger plan. Contact us for more information.

ARE THERE LIMITS TO WHAT IS PROVIDED IN A WEBSITE UPDATE?

Complex changes to code, modifications to software, and graphic design services may go beyond what is considered a standard website maintenance update. We normally handle almost anything you request at no additional charge. You are welcome to contact us with any questions before sending your request.