Service Website Support Plans
Peace of mind, priority customer support, and escalated response times on important requests
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Your Business Is My Business
Successful partnerships don’t end when a project launches. We both know how quickly things change on the Internet. Servers can fail at any moment. Mistakes can be made. And long gaps between CMS updates can lead to degraded performance and unforeseen security risks.
When you sign up for a support plan I’m always on call, ready to jump in quickly and address even the weirdest issues that might arise with your small business website.
Choose one of the following service levels according to your small business website needs:
| No Plan | Level 1 | Level 2 | Level 3 | Custom | |
|---|---|---|---|---|---|
| Per Month | -- | $200/mo | $500/mo | $800/mo | Let's discuss |
| Uptime Monitoring | -- | ||||
| Priority Ticketing System | -- | ||||
| Response Time* | Depends on availability | 24 hrs | 4 hrs | 2 hrs | 2 hrs |
| Turnaround Time* | Depends on availability | 1 week | 2 days | Same day | Same day |
| Software Updates | Per work estimate | quarterly | monthly | weekly | weekly |
| Backups | Per work estimate | monthly | weekly | nightly | nightly |
| Included Service Hours | Per work estimate | 1 hr | 4 hrs | 8 hrs | Let's discuss |
| Scroll the table right to see all data | |||||
*Expected response and turnaround times may vary depending on my current availability, i.e. on vacation, out of the office, or after business hours. I will notify you if I plan on being out of the office for vacations or extended periods of time.
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Escalated Support and Response Times
When your agency is subscribed to a Monthly Support Plan you’ll get faster response times and quicker resolutions to high-priority requests from your most important clients. You’ll have access to a priority ticketing system which alerts me immediately and escalates your request to the top of my queue.
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Website Monitoring
Your website will be monitored for uptime every 2-5 minutes, and if something is wrong I’ll be notified immediately.
Software Updates
Installing available updates for Craft CMS core and any third-party plugins installed on a project.
Craft CMS is updated frequently, sometimes several times per week. Some of these updates improve security, others accommodate feature requests from users. When these updates become available I will apply them to your Craft CMS website so you stay current and up-to-date with the latest software and security updates.
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Bug Fixes
Identifying and fixing unexpected issues.
Every now and then a bug creeps up that wasn’t discovered during development and QA. This sometimes happens when a field that’s always been available but never used, is used for the first time. Even after extensive testing and QA it's impossible to predict and test every possible situation and scenario that might arise during the lifetime of your website.
NOTE: A "bug" is simply an unexpected anomaly that arises, which could be caused or triggered by any number of things. Most often it can be traced back to content or code that was copied and pasted into the website.
Having a Website Support Plan in place ensures I’m available to quickly identify and fix these unexpected bugs.
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Consulting, Coaching, and Training
Hey Roger, got a minute? For you... Yes I do.
Let's say you'd like to add a new page or blog post to your site, and you'd like it to look a certain way, but you're unsure how to achieve the results you have in mind. No problem. Submit a support ticket and I’ll show you how to get it done, or maybe even do it for you!
Maybe you'd like to add a completely new section to your site. Or maybe you recently signed up with Salesforce and you have questions about how it can be integrated into your website. No problem! We’ll get on the phone, chat about your short term and long term goals, talk options, and decide on the best strategy.
With a Website Support Plan you can rest easy knowing I’m ready to talk shop and find solutions that make everyone happy.
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Assistance with Challenging Content Entry
Don't want to do your own content entry? No problem.
Following up on the example above where you'd like to add a new page or blog post to your site, and you'd like it to look a certain way, but you're unsure how to achieve the results they have in mind… and you know what... you’d rather someone else do it for you. When you're subscribed to a Website Support Plan just send that content my way and I’ll get it done.
Need it Yesterday?
Not sure where to start? Strapped for cash? Or maybe you just need something launched quickly? These small business website starter packages were created just for you.