Support Plan Benefits

Support That Grows with Your Needs – Upgrade Anytime

Find the best fit for your support needs or explore upgrade options today! View Plans & Benefits

Whether you're new to our support plans or already subscribed, we offer flexible options to keep your website running smoothly. From essential maintenance to priority-level service, our plans are designed to match your workflow and business demands.

Why Choose or Upgrade a Plan?

Priority Task Handling – Faster response times and shorter completion windows at higher tiers.
More Prepaid Time Credits – Lock in lower rates and maximize support efficiency.
Queue Placement & Urgency Levels – Standard, Pro, and Priority tiers ensure the right level of service.
Dedicated Support for Existing Work – Keep your site secure, updated, and optimized without delays.

New to Support Plans? Choose a plan that fits your needs and ensures dedicated assistance.
Already Subscribed? Upgrading gives you faster turnaround, better rates, and more included hours.
Larger Tasks? Any request requiring more than 2 hours is classified as a project and scheduled separately.

Find the best fit for your support needs or explore upgrade options today! View Plans & Benefits

**Support Plan Terms & Conditions**

**Billing & Retainer Credits**
- All support requests are billed using **prepaid retainer credits** associated with your selected plan.
- **Labor time is billed in increments based on your plan's billing structure**, rounding up to the nearest credit.
- **Tasks are not guaranteed to fit within exact credit increments**—best estimates can be requested but are not guaranteed due to unforeseen circumstances.
- **Prepaid credits renew quarterly and do not roll over.**
- Any **consultation, briefing, or research required is billable** due to the complexities of account curation and necessary preparation time.
- **Any task requiring more than 2 hours of labor must be classified as a project and scheduled accordingly as a project.** These tasks are **not subject to standard queue commitments** and will follow separate project scheduling and billing guidelines.

**Task Queue & Response Times**
- **Queued tasks may experience delays** if issues are detected or further information is needed, which will be communicated via a **"Pending Status" email.**
- **Tasks sent via the My Account form are added directly to the queue and are less likely to experience handling delays** compared to manual retrieval methods such as SMS, voicemail, or other external communication.
- Urgent tasks are handled based on **queue priority**, depending on your plan:
- **Standard:** Confirmed within 24 hours, completed within 1 week.
- **Pro:** Confirmed same day, completed within 72 hours.
- **Priority Lite:** Confirmed same day, completed within 48 hours.
- **Priority:** Confirmed same day, completed within 24 hours.
- **Infeasible emergency requests** (such as modifying critical content immediately without proper preparation) **may result in temporary page or full site outage, or password restrictions**, until work can be performed safely and correctly.

**Scope of Approved Tasks**
- **Approved tasks must fall within the scope of maintenance on existing work.**
- **New features, third-party plugin integrations, custom-coded features, or other significant changes are not included** and require separate project-based billing.
- Additional fees or costs related to third-party services, integrations, or software licenses are **not covered under support plans** and must be paid separately.

**Hosting & Domain Package**
- Plans with hosting & domain services **include only the base package ($267.67 value)**.
- **Third-party fees, additional hosting services, or external costs are not included** and must be paid separately.

**Unused Time & Upgrades**
- **Unused credits do not roll over** but may be upgraded to **Flex Credits** (limited to 1 hour max) in select plans.
- Upgrade options are available for clients requiring increased flexibility or additional retainer time.