Website Hosting & Maintenance

What do you need to move my site to your server?

We will need at least the login information for your WordPress and either the login for your domain registrar or the contact information for you manages your domain. If there is anything else that is needed, we will discuss that with you before starting the website migration.

If your site is not built with WordPress, we will discuss with you what is needed.

How often are security and WordPress updates completed?

We scan your site daily and complete WordPress and security updates multiple times per week.

What are considered website updates?

The following are considered website updates:

  • Adding a standard webpage
  • Adding content to a page
  • Adding an image to a page
  • Adding a video to a page that has an existing option to add a video
  • Adding blog content
  • Removing content or images
  • Basic navigation updates
  • Contact form fixes
  • Adding tracking codes

Anything outside of this would need to be discussed with your project manager to be determined if it qualifies as a standard maintenance request.

Do maintenance hours roll over each month?

No. Maintenance hours are per month and they do not roll over from month to month.

How are maintenance hours tracked?

Within your hosting dashboard, each maintenance request is tracked and our team will inform you of the time it took and how much you have remaining each month.

How do I submit maintenance requests?

You can do so directly within your hosting dashboard. There is a dedicate service for submitting all maintenance requests.

How long will my maintenance request take?

Generally, 1-4 business days. If a request is going to take longer, we will let you know and will discuss it with you before beginning.

What if I want you to host multiple sites?

We would love to host multiples sites of yours. Please contact us about your needs.

Do you offer HIPAA compliant servers?

Yes, we do. Please contact us and we can discuss your needs.

Do you host non WordPress sites?

While we primarily host WordPress sites, we do also host non WordPress sites. Please contact us and we can discuss your needs.

Does your ADA compliance cover content, images, videos, and documents?

Our ADA compliance services automatically cover readability issues such as font sizing and color, as well as image issues such as alt tags, but it does not cover video or document related issues. This is because video and document compliance must be manually completed for each. We do offer compliance for videos and documents, but this is something we must discuss with you first. Please contact us if you are interested.

What is your hosting cancellation policy?

You are free to cancel your website hosting plan at any time. Plans are paid for monthly and are not prorated, so if you cancel halfway through a month, you will still be billed for that month.

In addition, if you elect to cancel your hosting plan with us we charge a one-time fee of $99.00 to zip up your website files and email them to you.

Billing and Cancellations

What payment methods do you accept?

We only accept credit card payments.

If I have a question about a project, my account or billing, how can I get help?

If you have a question about a project you can contact your dedicated project manager via email, phone or slack during normal business hours.

If you have questions about your account or billing, you can submit a ticket within your dashboard or give us a call during normal business hours, which are 9-5 EST.

What is your cancellation policy?

You are free to cancel your account at any time. This can be done directly within your dashboard.

What happens to my work if I cancel my plan?

You will have 15 days after your plan closing date to download any files within your dashboard. After that, your account will be removed and these files will no longer be accessible.

How are refunds handled?

Refunds are issued if the final product we have delivered to you is not working from a functionality standpoint and all efforts to fix the issue have been exhausted. Refunds are solely based on the work we provide and NOT on an underlying issue within your website, digital asset or third-party failure.

An example of a functionality failure would be if you purchased a contact form repair package and the forms we deliver to you are still not working, you can then request a refund after we have tried to address the situation.

However, if you order a landing page and run a marketing campaign and you do not receive leads, are not happy with the design done by your designer or if a third-party tracking code fails due to an error on the third party’s end,  that is a non-refundable purchase.

Only functionality issues on the items we directly work on can be grounds for a refund. 

Please contact your project manager if you would like to initiate a refund.

Custom Projects

How does submitting a custom project request work?

It is very simple. All you have to do is fill out the custom project request form with your project details, and we will respond to you shortly to discuss your project. After we have discussed the project with you, we will put together a project estimate that will include the project details and price.

How much will my project cost?

That is dependent entirely on the project itself. Once we have discussed the project with you, we will put together a project estimate that will include the project details and price.

What is your custom project turn around times?

Turn around times will be different for each project. Once we have discussed the project with you, we will put together a project estimate that will include the project details, price, and turn around time.

Are there any services you don't provide?

Yes. Generally if a service is not included on our what we do page, it is not something we provide, but that doesn’t always mean we wouldn’t work on your project. If you would like to discuss your project though, please submit a custom project request and will get back to you shortly.

General Questions

When do you work on maintenace requests?

Our team works on projects during normal business hours which are Monday to Friday between 9 a.m. and 6 p.m. Eastern Standard Time.

What if I have an emergency after hours?

If you have a true emergency after hours like your website is down or if the site has been hacked, a project manager will be available to assist with the situation. You will need to contact us within your client dashboard.

Emergency project work is available to existing clients only. If you are not a client and sign up and submit an emergency request, we cannot offer assistance until the following business day.

I am not quite sure what I need done, can you help?

Sure, feel free to contact us with any questions you may have.

My question is not included in the FAQ.

If your question is not on our FAQ page, please reach out to us via our contact page, or jump on a live chat.