Marketing Services: Improving our Website Support Process

What is this?

When you purchase a Website: Up to 3, 5, or 10 Pages (Monthly & One-time), you will receive reminders 10 and 11 months after the purchase date that your included Website Support will end after 12 months. Once the 12 months are up, you will begin incurring a monthly fee for Website Support. 

 

What’s changing?

As you know, when you or a client purchases a Website: Up to 3, 5, or 10 Pages (Monthly & One-time) product, you will receive twelve months of Website Support included with the website purchase. What changed is the way we communicate with you after the 12 months of included Website Support are up. 

 

Previously upon conclusion of the twelve-month period, our team would go ahead and activate the Website Support product for you to make sure you wouldn’t see any service disruptions and that we would continue to support the website. (Note: For Website: Up to 3, 5, or 10 Pages (Monthly) product activations, our team would deactivate the Website: Up to 3, 5, or 10 Pages (Monthly) product and activate the Website Support product instead.) 

 

Unfortunately, this caught some of you by surprise and you may have preferred more notice so that you could choose to opt out of the service before being charged for the product. 

 

So, we’ve adapted to ensure you, our customer, comes first. 

 

We are now sending out reminders at months 10 and 11 to let you know that after the 12-month anniversary, you will see an activation of Website Support on your client’s accounts. If you would prefer to manage the site yourself, you can absolutely opt out of the service by simply replying to the email reminder and we will not activate the product on your behalf. 

 

How does it impact you?

Ultimately, we are simply providing you with more time to determine if you’d like to continue receiving Website Support from our team. We always recommend that our partners and their clients use this service to keep your site up-to-date and running smoothly. This service includes: 

  • Performing backend and plugin updates,
  • Completing content and design change requests,
  • Providing technical support, website health checks, and uptime monitoring.

If you’d prefer to manage the site yourself after the 12-month period, you are more than welcome to do so! 

 

Of course, if you have more questions, we’re always happy to help! Reach out to us via email

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