General Questions

How do I sign up?

Simply click on the signup button and create a free account.

Why do I need to create an account?

Our project management process flows through your customer dashboard. Your project files, interactions with the project manager and contact information are all stored in the dashboard.

Our dashboards are 100% secured and are monitored 24/7.

What types of projects can I submit?

Anything that falls under our current list of services. You can also submit a request for a custom project and we will discuss it with your further.

How do I submit my project?

After signing up with Commexis, you will be given access to your client dashboard and our full list of services. From here you can purchase your desired service and submit your project.

What is the process for reviewing the projects we submit?

Each project you submit through the dashboard goes through a manual review process with our project manager. The goal is to verify the project you submitted will be covered by the service selected and that we have everything we need to complete the project.

If your project is not submitted under the correct service or if your project falls outside the service parameters, your project manager will reach out and discuss this with you.

How much does each service cost?

You can view our complete list of services, their cost, and their turn around times within your client dashboard.

What is your project turnaround time?

Project turnaround time is dependent on the project and service. Each of our services has an estimated turnaround time within our customer dashboard. If your project requires more time, our project managers will discuss that with you.

When do you work on projects?

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.

When can I submit a project?

You can submit your project 24 hours a day, 7 days a week. If you submit a project after hours or on the weekend, our team will reach out to you on the next business day.

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.

What is the Commexis seal of approval?

With over 20 years of digital production under our belt, we have hard-fought experience on the right way and the wrong way to complete a digital project. Using our internal grading system, each and every project that we fulfill is a reflection of that experience. You will feel confident that your finished project has been completed to the absolute highest standards in the marketplace, that is the Commexis seal of approval!

Do you do custom projects?

Yes, we do. Please contact us about your project and we will set up a time to discuss it.

Note: We do not participate in RFPs.

What payment methods do you accept?

We only accept credit card payments.

What can my project manager help me with?

Our project managers help you with reviewing and scheduling projects, hour estimates, dashboard troubleshooting, project deliverables, rush projects, and more.

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.

Billing and Cancellations

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 much does each service cost?

You can view our complete list of services, their cost, and their turn around times within your client dashboard.

Are there any services you don't provide?

Yes. Generally if a service is not included in our services section, it is not something we provide. If you would still like to discuss your project though, please submit a custom project request and will get back to you shortly.

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.

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

Anything outside of this would need to be discussed with your project manager.

What if I want you to host multiple sites?

We would love to host multiples sites of yours. Please contact us about our enterprise solutions.

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.