Expert and friendly customer service
Your website is more than just an online brochure, it's your business headquarters! A large part of your business cycles start and end there. That's why it's so important that you have quality help available to you for your website during it's operation. Our support provides you with the peace of mind you deserve knowing that we take care of all the technical details for you and are always available to you when you need assistance.
Focus on your content while we handle the technology!
Our support model includes all of the following items:
We take care of the server hosting fees and provide you with the disk space and bandwidth you need.
- Disk space: 2 GB ($10 per additional 1 GB)
- Bandwidth: 20 GB per month ($10 per additional 10 GB)
Nightly offsite backups
Each night, we automatically backup your website files and database to a remote offsite server. This means we can revert back to a previous version in case an unrepairable situation occurs for any reason for up to 15 days.
We set up, enable, and configure, and manage the following best-inclass third-party analytical tracking tools for your website:
- Google Analytics: For tracking and reporting on website traffic such as visitors and keywords.
- Google Search Console: For optimizing your how your search engine rank and display in Google (SEO).
- AddThis: For tracking and reporting the social media sharing and activity of your posts.
Monthly CMS and plugin updates
Depending on your content management system (CMS), there are frequent updates that need to be applied to maintain security levels and improve functionality. Add-ons, often called plugins or modules, also have frequent updates that need to be applied.
We take care of all of that for you to make sure your website is always up-to-date with current technology.
Above and beyond that, we regularly roll out bug fixes and improvements to your website to make sure your website is keeps up with the latest best practices and versions of our standard feature set.
On a monthly basis, we look for security patch releases for your CMS and add-ons and apply them to ensure your site is always secure. We also do a review of the current security levels and protection in place to ensure your site is configured properly and is clean and secure.
If we discover that your site has been infected or hacked due to gaps in our security model, we'll fix it and secure it at our cost!
We use a combination of content quality evaluation tools and other techniques to detect and prevent spam and malicious scripts from being submitted on your website. Our current spam protection solution involves the use of the popular and trusted Google reCaptcha and Honeypot solutions.
We're here to help! Whether you need technical help OR content publishing advice our friendly expert webmasters can assist you. Support requests can be requested via e-mail using our online contact form or by logging into our client portal. Each email request triggers a support ticket and ensures your request gets looked at promptly and is tracked and managed properly. Emailing a member of our team directly for support is not recommended. Telephone support is available as well.
We believe in clarity, openness, and transparency. We do our best to understand your perspective and to keep you informed and in control. If your request falls into our support plan, we’ll get it sorted for you as soon as possible. If we’re not sure, we’ll request an investigation window of 45 minutes and then go from there. If your request falls into the “new business” category, that would result in a billable amount, we’ll tell you ahead of time and you’ll be able to decide if we should proceed or not.