First of all we consider minor website tasks as any task or group of tasks requested that will take 1 hour or less to complete.

For example this could include adding a blog post using content you supply, uploading an image, fixing a small problem, installing a plugin, reducing the file size of an image.

Anything that would take longer than 1 hour will be quoted in advance.

From our point of view, we can easily work on these small tasks in around other projects or urgent issues that arise. But if we get lumped with several hours work, we need to charge extra for that time.

• A ​good way to think about this is by imagining an e-commerce website:
• You ask us to add a single product which is something that will take less than 1 hr so it is covered; but
• if you give us a list of 20 new products to add, it would take several hours so we would quote extra for this; and
• if you emailed us 1 product at a time over the course of the day, we might still need to lump them together and quote extra for it​; however
• If you sent the 20 products one at a time every couple of days over the course of a month that would be no issue and we would not charge extra.

Overall we aim to be fair and reasonable - we want a good, long term relationship that will work for both you and us. We do understand that there will be times where you need to make a lot of requests, but our expectation is that you will also go through quieter periods as well. This service is not a replacement for a full time developer.

We do our very best to respond within an hour and get to work on your fixes the same day. Our team monitor support requests 24 hours during week days. We do not guarantee a fix time, but we make every effort to get to work as soon as possible after we're clear what the task is. We prioritise urgent tasks which means that if there's a generalised security outbreak, we'll focus on protecting all sites we look after, including yours, above implementing website changes - we do this because we feel security is the number one priority, next to site uptime.

We keep an eye on emails over the weekend for urgent emails, but anything non urgent we’ll get to on Monday.

Monthly.

For critical vulnerabilities, we apply an update (or if no update is availble, we disable the plugin) as soon as possible.

Otherwise we perform Major and Minor WordPress, Plugin and Theme updates monthly.

We manually review the website after performing updates and we check the security and run a security scan after carrying out the monthly updates to ensure that no vulnerabilities have been introduced by the update.

Yes!

For critical vulnerabilities, we apply an update (or if no update is availble, we disable the plugin) as soon as possible.

Otherwise we perform Major and Minor WordPress, Plugin and Theme updates monthly.

We manually review the website after performing updates and we check the security and run a security scan after carrying out the monthly updates to ensure that no vulnerabilities have been introduced by the update.

No, simply because speed optimisation is usually an involved job which takes more than an hour. However, we’re happy to quote you for that separately.

Our support is offered by email. You’re welcome to send us a video message using a tool like https://www.loom.com/ or https://screencast-o-matic.com/ which can be helpful if you need to explain something and display your screen at the same time.

No, we don’t believe in locking you into long contract periods. Instead, we prefer to survive on the merits of our service and the value we aim to provide to your business. If for any reason you wish to cancel, we will be happy to help you migrate away to another service.

No, not usually unless you want us to.

There’ll always be two people who know your website in case one gets sick. As further backup, we keep all history of your requests and our internal discussions about your website documented and easily to hand, so that any of our team can jump in and help.