FAQ’s

How Long Will It Take To Setup My Care Plan?

If we built your website there is a chance you are already setup. Typically, once you sign up and provide login credentials, we’ll have your plan set up within 1-2 business days. Everything from speed improvements to security will be addressed by our team during onboarding.

Do you offer 24/7 support?

No, we do not. Our support hours are 9 am – 5 pm EST, Monday through Friday. That being said, if there is an emergency we will do our best to resolve the issue outside of standard office hours, if possible.

How often do you run updates?

Standard updates are run once a month. If there is an important update that would prevent a security issue, it will be addressed right away.

What if an update breaks my website?

The site is immediately rolled-back to the backup state taken prior to performing the update. From there, you’ll be notified of the issue. The majority of issues are addressed free of cost, however, custom plugins, issues introduced by users, or especially time-consuming issues may be billable. We will notify you before charging anything to your account.

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?

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 free game. We just ask you to be aware that requests for new features to your website involving installing a new plugin or a full design will likely result in a formal quote as those commonly go over the monthly dedicated time.

Does the monthly time rollover?

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. You can take comfort in the fact that what you will request within your allotted minutes of time a month (depending on your plan) will be addressed by our team with immediate attention.

What if I need more hours?

If you have a task that requires more than your dedicated monthly time, we will submit a quote for you to approve separately from your plan. However, many times we will evaluate requests that exceed your time on a case by case basis, and with approval, work past the time and bill for the time exceeded at our current support rate of $125/hour.

When will I be billed?

Payments will be automatically deducted on the first of the month. Payment can be made using any major debit or credit card (Visa, Mastercard, American Express, Discover) through Stripe.

What are my payment options?

Payment can be made using any major debit or credit card (Visa, Mastercard, American Express, Discover) through Stripe. Payments will be automatically deducted on the first of the month.

Can I really cancel anytime?

Absolutely. We are all about a relationship with you and your website, so we would hate to see you go but we know financial needs weigh on many decisions and don’t want to lock anyone in. Request a cancellation via email to support@digitaltradesman.net, and we will immediately stop the next payment.

If Digital Tradesman built and is hosting your website, we will need to make a plan to transition you away from our platform along with the plan of action on what you will need to do to maintain your website should you choose to do it yourself.

How do strategy calls work?

Email is our best form of communication since it yields the fastest response. However, we know brainstorming works best on the phone or on a video call. They help focus on a trajectory of the website for growth and improvements. Many times clients use this time to online screen-share small updates or training.

Does It Matter What Hosting Provider I’m Using?

In most cases, we will move your website to our hosting services. We realize that every website has different needs and that clients have different budgets and hosting requirements. If you’re looking to switch or upgrade we are happy to give you recommendations.

My website was not built by Digital Tradesman, can I still be on a client plan?

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

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. With the evaluation, 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 the website on a monthly plan. Based on your type of website, this Website Evaluation is a one-time fixed fee of $97.