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We’ll need an admin level login (yours), or you can create one.
Access to your domain name to migrate the site to or hosting. Any additional logins relevant to the site, typically third-party tools like Google Analytics, Zapier and Vimeo, to name a few.

We do prefer to use our servers. However, we’re happy to communicate with your hosting company to ensure it fits your needs. Oh, and if you’d like to move your website to our web hosting, we’re happy to do this for free as part of your support plan. It won’t affect anything on your site. It means we can help you even more by keeping you extra safe and supporting you quicker.

It’s really easy. Just email us what you need to change, and we’ll work on it as soon as possible.
If we need more information, we’ll let you know and may offer a video call to discuss it with you first.

If it’s a simple change, we’ll do it on the live version of the site. If it’s a big change, we may set up a staging version of your site to create it and allow you to review it before putting it live.

Well, firstly, we ask you to remain seated and keep calm. In all seriousness, though, it’s not something you need to worry about. We’re about ensuring these things DON’T happen. However, yes, occasionally, the odd gremlin sneaks through, but we’ll know about it right away and sort it out for you. After all, it’s why we’re here.

Working with us has its ‘privileges’, which are in the form of us saving you money by using our plugin licences so you don’t have to pay for them. These typically include Gravity Forms, WP Fusion, Elememtor, and Learndash, to name a few.

There might be the odd occasion where you require a premium plugin, which you’ll understand is at your own cost, and we will need you to supply both the files and license for us to get things set up for you.

You can pay for your support plan via Credit Card or Direct Debit. The billing will run on the same date each month, and you will be charged without lifting a finger.

Yeah, if you need more time or you’re not using the time on one of the higher plans, let us know, and we can upgrade or downgrade your account for you at any time.

Absolutely. You’re free as a bird, our friend.
We are all about building a valuable 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.
Your plan will end on your next billing date, so for example, if you cancel your plan on the 1st and your next payment is due on the 15th, your plan will end on the 15th

Sure, if you have any work you need to do that we can’t do inside the support plan you are on, you can buy blocks of Additional Time time. We’ll always give you a time and cost estimate before doing extra work. You’ll also benefit from a cheeky discount as a reward for being a support client with us.

Yeah, you can pay for 12 months of support upfront and get two months free when you do. Just let us know thats what you’d like to do, and we can arrange annual billing for you.

Turnaround times for various tasks can vary based on the size and complexity and the level it’s impacting your business. To give you an idea of how we prioritise tasks and the average timelines for completing certain tasks.

We use the following for our own Internal Support Turnaround KPIs

Website down, hacked or Payment system failure – 2-5 Hours
Content and Design Changes- 1 – 3 Days
Simple Feature requests – 1- 3 Days
New pages – 7 – 10 days
New Feature Requests – Quoted and timelines are given based on request

These examples are based on an average, and each task or site can be different, so we can’t guarantee these every time.

Yeah, you can view our support Terms and Conditions here – We’ll also need you to read and sign your service level agreement before you start your website support and maintenance service with us.