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.

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, then, with your approval, we will work past the time left and bill for the time exceeded (1-hour minimum) at our Care Plan rate of £75^* per hour. For comparison, the usual non-Care Plan rate is £97^* per hour.

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.

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 provide a fixed price estimate before we get started so you can budget effectively.

However, in some cases, we need to use hourly billing where the work is customised, or maybe falls outside a Care Plan, or the scope is not fully known - to give you more flexibility.

Our standard hourly rate is £97^*, and is always billed for a minimum of 1 hour. However, when on a Care Plan this rate is reduced to £75^* per hour.

Email 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 a trajectory of 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.

Of course. Although we prefer to use our own hosting as we know it's state-of-the-art and we have much more control over host settings.

That said, if you wish to use a different provider, we'll review your web hosting and talk to your hosting company to make sure it will fit your needs.

If you are already using our hosting and wish to migrate off to another host we will charge a one-off migration fee of £200^* to ensure the migration goes smoothly to your new host.

Payment is taken through a debit/credit card 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.

Absolutely.

We are all about building a valuable relationship with you and your website. We will hate to see you go but we understand that flexibility and understanding are important to you. The last thing we want is for any client to feel locked in.

Just request a cancellation via email to support@elixirweb.studio, and we will immediately stop the next payment. If you are paying for your Care Plan annually, you will also be refunded any whole unused months.

If you do cancel a Care Plan we will provide you with the following at no charge:

• A backup of your website and its databases(s)
• All relevant administration and login credentials
• Details of any premium plugins that we used that are licensed to Elixir that will be de-licensed on cancellation.

NOTE: If you are planning to move to another host you need to bear these two things in mind:

1. There will be a one-off migration fee of £200^* to cover the cost of us liaising with your new vendor to ensure a smooth migration.
2. Premium plugins we de-license (because they were licensed to us) will need to be re-licensed under your own name or company at your own cost in order for them to continue to be supported by the plugin's vendor and operate as designed. Or, of course, you can choose not to use some or all of them (be aware that depending on what they are, not using one or more may break your site - but we will advise you on that).

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 Website Evaluation to become familiar with the website, how it was built and any potential issues that can arise. We do this through our Website Evaluation / Tune-Up package, which you would need to purchase.

Essentially we will perform all the "Website Updates and Monitoring" tasks and make a full backup. Most importantly we will make a list of issues to fix and suggestions for improvement needed in order to proceed with caring for the website on a monthly plan.