The whole purpose of our client plans is preventative care, so we work hard to prevent anything from happening. However, in the case something does happen and your website needs emergency care, we will be there right by its side doing everything we can to get things sorted as quickly as possible.

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, should the worst happen.

Email (to support@elixirweb.studio) is our best form of communication since it yields the fastest response. However, we know brainstorming and reviewing visual work can be best on the phone or on a video call (we use Zoom).

These consulting calls are reserved for clients on our Engage and Master care plans. They help focus on a trajectory for the website for growth and improvements. These sessions are often used for online screen-sharing small updates or providing training.

You simply book your consultation via the client portal on our website and we'll be ready with the agenda to make the most out of the call.

Glad you asked!

Content update requests and small design improvements are the most common requests, however anything that can fit into your monthly support time is fair game.

We just ask you to be aware that requests for new features to your website will likely result in a formal quote as those commonly go over the monthly dedicated time.

IMPORTANT: If your site has a live issue, e.g. it's down for some reason, we will simply resolve that sort of issue regardless of any support time you have remaining. With one exception: if the issue is as a result of a change you made on the site. In that instance any resolution effort will come from your dedicated support time.

If you have a task that is beyond what is included in your plan, we will submit a quote for you to approve separately.

However, in the case that what is required is eligible for your plan, but it will exceed the amount of time you have left in that month, then there are 2 choices:

• If it's not urgent, and if you are happy for it to wait until the next month's allocation, then we will schedule for it to take place then.
• If it is urgent, and the request is relatively small (less than 12 hours effort max) we will use our ad hoc Design / Development pricing model which is "credits" based (more details on that here), less any unused time on your care Plan for the month in question. If it's more than 12 hours effort then we'll submit a separate proposal for that.

This is a little like a lawyer’s retainer. The monthly time is there for you every month to reserve your place in our queue and our resources, therefore it does not rollover.

Scheduling time this way allows us to respond promptly and your request will be picked within the service level for your plan, and then addressed immediately.

When quoting work we generally provide a fixed price estimate before we get started so you can budget effectively.

However, there are some cases where the work is customised, or maybe falls outside a Care Plan, or the scope is not fully known. In that instance, if the request is relatively small (less than 12 hours effort max) we use our ad hoc Design / Development pricing model which is "credits" based rather than using an hourly rate (more details on that here).

We find this approach provides the most flexibility.

Priority support means we will endeavour to respond to your request within 4 business hours (usually sooner).

Basic support means we will endeavour to respond to your request within 1 business day.

Payment is taken through Direct Debit and is charged automatically at the start of each month.

Once payment is complete we send you a tax invoice PDF directly to your email.

Although these plans are usually for sites we build or re-design, we welcome clients who are looking for a long term relationship with a dedicated webmaster.

However, we first like to do a Care Plan Audit to become familiar with the website, how it was built and any potential issues that can arise. We do this by asking you to go through our WordPress Care Plan Audit package.