Frequently Asked Questions
Does the monthly time rollover?
Like a lawyer’s retainer, the monthly time is there for you every month to reserve your place in our queue and our resources, therefore it does not rollover for Sprout and Grow plans. You can take comfort in the fact that what you will request within that 30/60 minutes of time (depending on your plan) will be addressed by our team with immediate attention.
Our Thrive plans are customized to the client and allow for a time block for that month specific to their needs.
What happens if my website goes down, is hacked, breaks, etc.?
The whole purpose of our client plans is preventative care, so we work hard to prevent anything from happening. However, in the case something does happen and your website needs emergency care, we will be there right by its side communicating with the web hosting company on your behalf.
We cannot promise your website will not be hacked but can promise we will do everything in our power to prevent it, as well as assist in the restoration and cleanup of the website with one of our backups.
What tasks are included in the dedicated support time?
Glad you asked! Content update requests and small design improvements are the most common requests, however anything that can fit into your monthly support time is free game. We just ask you to be aware that requests for new features to your website will likely result in a formal quote as those commonly go over the monthly dedicated time.
How do consulting calls work?
Email is our best form of communication since it yields the fastest response. However, we know brainstorming works best on the phone or on a video call. These consulting calls are reserved for our Grow and Thrive clients. They help focus a trajectory of the website for growth and improvements. Many times clients use this time to online screen-share small updates or training.
What if I need more hours?
If you have a task that requires more than your dedicated monthly time, we will submit a quote for you to approve separately from your plan. However, many times we will evaluate requests that exceed your time on a case by case basis, and with approval, work past the time and bill for time exceeded at our current support rate of $75/hr.
Can I use my own web host?
You sure can. Although we prefer to use our recommended providers, we'll review your web hosting and talk to your hosting company to make sure it will fit your needs.
If you prefer to move your website to our Premium WordPress Hosting, we offer migration for a one-off fee of $200.
Can I really cancel anytime?
Absolutely. We are all about a relationship with you and your website, so we would hate to see you go but we know financial needs weigh on many decisions and don’t want to lock anyone in. Request a cancellation via email to firstname.lastname@example.org, and we will immediately stop the next payment.
How does billing work?
For monthly plans, your credit card or debit card will be charged automatically at the start of each month. For yearly plans, you may pay via credit or debit card or you can mail a check.