Website Support Request

Support requests are simply instructions sent by you to our team so we can make the changes to your website for you.

To send a request, simply email to our help desk with clear instructions on what you need changed or added on your website and we’ll get it done for you within 2-3 business days.

Support requests do include: edits to content on any page, including adding testimonials, making style adjustments, uploading blog content, or adding new pages with content you provide.

Support requests do not include: advanced or custom features like creating a membership portal, designing a sales page, creation of content, or graphic design requests.

The clearer your request is, the faster and more accurately we can complete it for you.

If you’re an existing client and the request is included in your care plan, we’ll action it right away.

If it’s not included, we’ll let you know and from there we can provide a quote and timeline before we begin.

Here are the timeframes for the thee most common types of requests:

1. Small task: within 1-3 business days
2. Big task: within 2 weeks
3. Project: we’ll let you know the timeframe once the project brief is approved.

To help make it easier for you to know what to expect, we group requests into three types: Small Tasks, Big Tasks and Projects.

Small Tasks:

• Small tasks are website content or code adjustments that take 30 minutes or less.
• Timeframe: 1-3 business days.
• Examples: editing website content, adding pre-written website content, changing the settings of a plugin, small design tweaks.
• Does not include: writing content for you, designing something from scratch, adding in an e-commerce store.

Big Tasks:

• Big tasks take more than 30 minutes, have multiple steps or require specialist skills (such as design, copywriting or code).
• Timeframe: 1-2 weeks
• Big task examples: creating a new web page, designing a promotional image, installing and configuring a WordPress or Shopify plugin, updating an existing Facebook ad, sending an email campaign, writing a blog post.

Projects:

• Projects have a specific objective and require a strategy, plan and multiple steps.
• All projects require a brief to be completed and agreed before we begin.
• Timeframe: requires a conversation about the project so we can define the scope and provide a quote.
• Project examples: developing an email nurture sequence, creating a Facebook campaign for products, adding in an e-commerce store, writing a series of blog posts, improving search engine traffic.

Not sure what you request is? No problem! Just send your request to us we’ll help guide you with the next steps 🙂

Send your requests to our dedicated Helpdesk email address or via this support form.

We then track it in our dedicated Helpdesk tool so we can complete your request accurately and quickly.

If you need something that’s not included in your plan, we’re happy to see if we can help. What we’ll likely need is a more formal quoting and proposal process to define the scope.

You can start that process by letting us know what you need via the support page and we’ll get back to you with next steps.

If required, we’ll set up a call to chat about your needs and where it fits into your strategy.

If you need additional services on a routine basis (for example, scheduling and sending out emails to your list) we can also chat about a custom add-on to your plan that will fit that need for you.

If you have a request that requires more than your dedicated monthly time, we’ll provide a quote for you to approve separately from your plan.

With your approval, we’ll work past the included time and bill for time exceeded at our current support rate as of 1st January 2022 of $100/hour.

We’re efficient and can get a lot done in 1 hour – try us out 🙂

Web hosting providers may or may not update your WordPress software for you, but all web hosts will not update your plugins.

WordPress plugins are created by multiple authors, and are consistently updated to newer versions to comply with the latest version of WordPress, or to address security issues and bugs. It is not guaranteed that the updates to WordPress will not break the website, nor that plugins will continue to function if not updated.

For this reason, having a trained web specialist on hand to monitor the website is necessary to update plugins, rollback plugins, replace plugins or even adjust the theme to continue optimal performance.

Absolutely! You’re under no obligation to continue the ongoing service. We just ask you to give us 14 days notice so we can carry out our last thorough update of the website and remove our administrator credentials.

If your web hosting is with us, then this will also give you time to move your site to another web host.

Yes, you sure can! While our website care plans are built specifically for our clients that we built websites for, we can support your WordPress or Shopify site even if we haven’t built it.

We’ll just need to check under the hood and do a Website Tune-Up to make sure we get it in proper working order and using our systems before we take the wheel.

A Website Tune-Up includes complete security scanning, full website backup, speed optimisation, broken link fixing, software updates and a detailed website review.

You’ll also get 2 hours of dedicated support time so we can fix issues and implement our recommendations.

A Website Tune Up is a one-time fee of $500. Your an then join one of our Website Care Plans for ongoing support.

This only applies to websites that we did not build.