How do I get support?
Support requests are handled using our Support Ticketing System or Email. This is the fastest and most reliable form of communication for our team. Typical requests for our Standard Website Care Plan are handled in 3-5 business days. Our Premium Website Care Plan customers get priority support with 1-2 day turnaround on requests as well as a 30-minute Consulting call per month. Standard Website Care Plan can schedule calls at any time at a 20% discounted hourly rate.
Does the monthly support time rollover?
By having a Website Care Plan retainer with Bizzy Bizzy, you can take comfort in the fact that our team will be there for you when you need us. Your allotted support time is there for you every month to reserve dedicated time for your website and hold your place in our queue, so it does not roll over.
What Happens if I go Over My 1 Hour?
If you have hit your monthly dedicate support time limit or if your request will take longer than 1 hour, our support team will notify you. Then you can choose to save the additional work for the next month or do additional work billed hourly. As a Website Care Plan client, you receive a 20% discount on our normal hourly rate. Your discount will still apply for urgent requests that take longer than 1 hour.
What if I have an urgent request?
Turnaround time for Standard Website Care Plan requests is 3-5 business days. If you have an urgent request, there is a $50 surcharge. Your urgent request will be completed within 1-2 business days. If your request takes longer than your 1-hour monthly allotment for support, you will be notified. Any additional work beyond the hour will billed hourly, and your 20% discount will still apply for urgent requests. If you are on our Premium Website Care Plan, all your requests will be handled within 1-2 business days.
What if I have a bigger project request?
If you have a project that requires more than your dedicated monthly time, such adding new functionality to the website or designing graphics, we will submit a quote for the work to approve separately from your plan. As a Website Care Plan client, you receive 20% off Bizzy Bizzy’s normal hourly rate.
If you are interested in ongoing monthly services such as search engine optimization, contact us to learn more!
What happens if my website goes down, is hacked, breaks, etc?
The whole purpose of our client plans is preventative care, so we hope to prevent anything from happening. However, in the case your website gets rolled into the ER, we will be there right by its side communicating with the web host on your behalf. We cannot promise your website will not be hacked but can promise we will do everything in our power to prevent it, as well as assist in the restoration and cleanup of the website with one of our backups.
What tasks are included in the dedicated support time?
Believe it or not, anything that can fit into your monthly support time is free game. Content updates to photos and text, small design changes, and emailed questions about how to do something are the most common requests. Adding new features to your website may involve installing a new plugin or code and will likely go over the monthly dedicated time. New functionality such as adding ecommerce / taking payment on the site, writing new content, adding an online course are some examples of projects that would not fit into a monthly Website Care Plan.
How do Consulting Calls work?
Support requests are handled using our Support Ticketing System or Email. This is the fastest and most reliable form of communication for our team. Our Premium Care Plans include up to 30 minutes a month for a live Consulting Call with one of our consultants. You can use your time for brainstorming, training, going over reports together, planning or consulting. Let us know where you need more help and you can schedule a call or Zoom with a team member.
Can I really cancel anytime?
Absolutely. We would hate to see you go, but we also value your independence and don’t believe in holding anyone hostage if you don’t need or can’t afford our services. We know you’ll make the right decisions for your business. Cancellation requests can be emailed to firstname.lastname@example.org, and we will immediately stop the next payment.
My website was not build by Bizzy Bizzy, can I still be on a Website Care Plan?
Our Website Care Plans are for existing clients whose sites we built or re-designed. However, we welcome clients who are looking for a long-term relationship with a dedicated webmaster.
For websites built by someone else, we perform a Website Evaluation to become familiar with the website to see if we will be able to do your monthly WordPress maintenance. WordPress websites are like snowflakes, and every one is completely unique. We want to make sure that are a good fit to support you in the future, so we need to understand how your website was built and any potential issues that could arise in terms of updates or maintenance. With the Website Evaluation, we will make a backup of the website on a staging server and perform WordPress software, plugins and theme updates to make sure they can be done without issue. After our evaluation, we will make a list of issues to fix and suggestions for improvement needed in order to proceed with the website on a monthly Website Care Plan. Based on your type of website, this Website Evaluation is a fixed fee starting at $500.