For clients on the Essentials Plan, support is provided via email from Monday to Friday, 9 am to 6 pm. Clients on the Support Plus and The Works Plans receive priority email support with responses within 24 hours for urgent issues. Please note that phone and SMS support are no longer available to ensure all requests are efficiently managed through our new system.
Things change. We get it. Our website care and maintenance plans are all pay-as-you-go and can be cancelled at any time.
We perform nightly backups of your website across all plans and retain these backups for a maximum of 15 days. This means we can restore your website to a recent state if needed, ensuring your website data is protected and recoverable within that period.
Content updates include tasks such as adding or editing text, images, blog posts, or minor adjustments to your site's existing pages. For more extensive changes or additional content updates beyond your plan's allowance, these will be billed at the hourly rate specified in your plan.
You can upgrade or downgrade your care plan at any time to better match your business needs. Simply contact us via email, and we will adjust your plan accordingly, starting from the next billing cycle.
Security is a top priority for us. All care plans include malware and spam protection, regular updates to your website's core files, plugins, and themes, and SSL certificates to protect your users' data. We also monitor for potential threats and take immediate action to mitigate any risks.
Requesting changes or support is easy—just send us an email, and we'll take care of the rest. We’ll automatically create a support ticket for you, ensuring your request is prioritised and handled efficiently. You’ll receive a confirmation once it’s logged, and we’ll get back to you as soon as possible.
