A helping hand… so you can help others

An Inspection just covers the technical aspects of the site. A Website Analysis is much more in-depth and time intensive because it also takes into consideration things like website first impressions, your business model, strategic planning, marketing, office software, stakeholder surveys/interviews, UX/UI, and others.

No, Nope, and Nopety-nope! We’re firm believers in that you should own + have owner control every aspect of your site; that includes where it lives. As a matter of fact, we don’t even offer hosting – but if you need a recommendation, we are partial to a few that allow you to share technician-level access without giving up ownership.

From experience, we can tell you that issues will happen. When a theme or plugin causes issues or the website breaks, we’ll work to evaluate the problem and fix the issue quickly. For clients with care plan time, we will spend up to an hour of that bank trying to resolve the issue. If the issue can’t be fixed within that time or the issue is more complex, we’ll restore the website from an earlier backup point and contact you to discuss what the next steps are in resolving the issue.

Look, we get it, it’s fun to test out new stuff! When we onboard you, we make a copy of the site to test those big updates on. Using a “staging / testing” site ensures we don’t break your live, everyone-can-see-it, website. Just ask and we’ll share the credentials to the staging so you can use it too.

If you (including other agencies, employees, well intentioned volunteers, or other third parties) tweaked a setting or five on the Live Site, and something stops working? If you are on the Nurture or Growth plan, your plan time can be used to resolve the issue. Otherwise, we’re happy to help resolve those issues, and we will provide a separate time and cost estimate for the work involved, as the website care plan does not cover it.

With all security systems, we begin with prevention. In a 2023 report, over HALF of all hacked websites had outdated software (40% had outdated content management systems and a further 14% had themes or plugins with known + unpatched vulnerabilities). We regularly update your software and keep abreast of known vulnerabilities.

In the unlikely event your website experiences this, we will work to cleanup your files + databases using your backups.

In rare circumstances, an outside specialist may need to be hired. This is not covered under your care plan.

Afraid not. We are not malware specialists; we highly recommend you reach out to one as they are going to be the best bang for your buck.

Websites on the Nurture and Growth plans both include one to two hours dedicated to providing email and phone support, which ensures we’re available to answer questions, consult, and troubleshoot.

Up to half that time can be used for small tasks, fixes, content, and image edits through the website that takes less than 30 minutes each. (Nurture can use up to one 30 minute block and Growth up to two 30 minute blocks.)

For websites that need additional dedicated time for content, design, or development work, retainers are available.

Hours do not roll over from the previous month nor do we “borrow” from future months.

We hate waste though and we know how frustrating it can be to realize you’re not going to use everything! That’s why up to half the time in your Care Plan can be used towards small tasks, fixes, content, and image updates through the website that takes less than 30 minutes each. Further, we keep a running list of “Tiny Tweaks” (remember that list from when we first started together?) so if you don’t reach out by the 20th of the month, we’ll pick something from the list and devote one 30 minute block of time towards it.

We get this question A. LOT.

First, no shame in using the email that comes with your hosting plan (Terri still uses it for her personal sites).

Secondly and honestly, we can take a look but we aren’t email geniuses and therefore we aren’t the best email troubleshooter for your dollar. Since this falls under “additional work”, you’ll be charged by the hour and it frankly, takes us longer because we aren’t email specialists.

All care plans require an automatic recurring monthly Debit/Credit payment, bank or ACH transfer. Payments are charged on the first of the month for that month (ex. Jan 1 for month of January). All major credit or debit cards are accepted.

The initial inspection is invoiced separately and is due in full, 14 days after invoice sent.

Work will not begin until contract is signed and payment + credentials have been received.

Not at all! All contracts renew month-to-month. You may cancel your monthly website support plan at any time by providing a written 30 days notice. I may cancel services at any time when support matching any payments made has been delivered by providing written 30 days notice. This provides time to wind down our work together, package up all assets you may need, and assist with the transition.

Due to how we structure our payment dates to align with our services, we do not provide refunds.

Money’s nice; reputation is more important. We are a small agency who wants to do a great job while staying small.

To achieve this, we limit the number of new partners -and projects- we accept each year.

Typically, we can get the process started on your care plan within 1 week and fully onboard within 3 weeks of contact. In recent years, we’ve noticed a trend that as we get towards the end of the year, our availability drops. Putting this heads up in our FAQs is just the polite thing to do.

The wait list is a courtesy and not a guarantee. Sometimes one of our partners outgrows us. We hold a celebration and let the next person in line know.

We are available by phone or email Monday through Friday from 8am to 2pm Central time, excluding holidays. If we receive a message outside these hours, we’ll typically respond within 24-48 business hours.

These are just the most popular ones we get. We welcome your questions – don’t be afraid to reach out!