Hosting Add-On

Frequently Asked Questions

• Ordering & Payments

  Q: Can I order and pay online each month?
  A: Yes. All plan payments are online via Direct Debit or Stripe

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  Q: Can I pay in full instead of over time?
  A: Yes. Choose the Pay in full option for websites or order a 3m or 12m Care Plan to receive a discount of up to 20%

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  Q: Who actually owns a website you create?
  A: We retain ownership of the site (not your content) until the balance is paid off. At this point, website ownership will be transferred to you. We do not claim any IP over your site.  We build on WordPress so the site can move with you.

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  Q: What happens after the first year of a Website Plan?
  A: If you’d like us to continue managing, hosting and supporting your website, then you’ll move to a Care Plan. If, instead, you are leaving us at that stage (we’ve not had one yet), we’ll package and supply your site so you can transfer to your new provider.

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  Q: Are there any additional costs?
  A: No. Our Website Plan prices are all published and fixed. Should your requirements change during the build there may be additional work needed and this will be discussed with you at the time if it requires an adjustment to your monthly fee.

• Support

  Q: How do I make changes to my website?
  A: You are free to make changes yourself to content to layouts using the Elementor builder, but with up to 60 minutes of support time available each month most of our clients ask us to do it.

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  Q: How do I get support?
  A: Simply visit our ServiceDesk and log a request for our technical team to sort for you.

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  Q: If I don’t use my support time, does it roll over?
  A: No, your support time is reset monthly

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  Q: What happens if I have outstanding changes to make and I run out of time?
  A: For routine changes, we’ll finish them up for you, recording the additional time, (fair use applies). For bigger requests, we’ll ask you to purchase some TimeBank to cover the work.

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  Q: What can I ask for help with?
  A: Anything. We can sort most routine issues out for you. 

• Maintenance

  Q:  Do I need to do any updates?
  A:  No – and we recommend you don’t as we’ll review and test on a copy of your website where needed.

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  Q:  Are all plugins included?
  A:  Yes, free plugins are included in all plans.  Premium (paid) plugins are included with Site Management Plans & bespoke websites.

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  Q:  Do you look after security?
  A:  Yes.  We take security very seriously and set it up to be as secure as is practical.  We keep a close eye on your site and should the worst happen, recover it as a priority.

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  Q:  What is included in routine maintenance?
  A:  Updates to WordPress Core, Themes and plugins

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  Q:  What about development?  Is this classed as Maintenance?
  A:  No.  Minor Development changes are made using included Support Time included in Site Essentials and Site Management Plans.  TimeBank can also be purchased separately for this kind of work.

   

• Hosting & Backups

  Q:  Is hosting included?
  A:  Yes, WordPress optimised hosting is included and fully managed by our team of engineers

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  Q:  Do you provide SSL certificates?
  A:  Yes with all Care Plans provided you use our name servers.  If not, we can supply a paid certificate for £99

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  Q:  Will my site be backed up?
  A:  Yes, every day.  We keep 30 days of backups to recover from if needed.  We also clone your live site to Staging for maintenance and support changes

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  Q:  What if my site needs more powerful hosting?
  A:  We can upgrade you to a powerful VPS for increased performance

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  Q:  Will I have hosting admin access?
  A:  Not as standard.  99% of our customers do not require this and pushing the wrong button can cause your site to work incorrectly or crash.  It’s safer if you leave it to us.  If you need this we can arrange this but can;t offer the same guarantees as our fully managed options.

• Design

  Q: How long does it take to build a website?
  A: We can build a website in as little as a week.

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  Q: Will my site look like my competitors?
  A: No, unlike some of our competitors, we don’t limit your choices to a few generic templates. We will customise every template to perfectly fit your brand.

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  Q: Can I change the images?
  A: Of course, you can supply your own images and/or find stock images you can use that will fit the design

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  Q: Can I change the layout?
  A: Absolutely. You have full control over how you’ll site will look to make it perfectly fit your personality & brand.

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  Q: I don’t have a brand (or I don’t want to use it). Is this a problem?
  A: It depends. We can build using what you have already but you might want our designers to create something fresh and new, from a simple logo redraw up to a full rebrand.

• Cancellation

  Q: Is there a fixed contract?
  A: No, we do not believe in tying customers into fixed terms.  All our Care Plans are monthly, with discounts up to 20% for longer commitments.  If you want a longer-term/lower-cost arrangement, please contact us.

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  Q: How do I cancel my Care Plan?
  A: You can do this through your My Account page

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  Q: Once I have cancelled, what happens next?
  A: We will create a ServiceDesk request to arrange for the preparation and packaging of your site and provide a download link to download the site and install it on your own hosting.  Your site will remain online until your next billing cycle

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  Q: What if I need more time to move my site?
  A: You can simply extend your plan for another month.  If your billing cycle has passed and your site has been disabled, we can re-enable and provide emergency hosting for a £99 fee

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  Q: I signed up to a 3,6 or 12 month plan but need to cancel – will I get a refund?
  A: No we do not provide a refund for early cancellation as we have already discounted the service