All our websites come with a support guarantee.
We want you to feel safe in the knowledge that help is at hand should you need it. We do provide you (and your team) with full training on how to use and get the most from your website once it is up and running. But we are more than happy to make any amends, adjustments or additions on your behalf. You can change and add text, images, videos… as often as you want at no additional charge.
What support can I expect?
- We will be on hand to answer any questions you may have regarding your website
- We can be contacted via phone, text, social media and email
- When you want to update your website we will be happy to help guide you through anything your are not sure of
- If you have forgotten how to do something we will talk you through the process or write out some easy to follow instructions
- Or if you prefer we will update your site for you
We generally respond to all enquires within 6 – 8 hours, our overall aim for support is to always get back to you within the same working day to make sure you can keep to your own schedules. If something is going to take a little bit longer then we will discuss this with you and explain why or come up with an alternative.
The difference between support and doing things for you is a difficult thing to define, it’s a grey area. For example, you want to embed a video from YouTube onto one of your website’s pages but aren’t sure where to start. Just pick up the phone and we will talk you through it, we will even do it for and go over the process so you can have a go yourself next time. Producing content for your website ongoing (Such as articles, videos or case studies) is your responsibility but we will make sure you can add them to your website without any fuss or grief, and on a timely basis.
Our support guarantee is based on fair usage, we want you to get the most from your website and we will support you every step of the way. By default we take care of all the back ups and hosting and monitoring of your website and we are there to support you with the ongoing addition and development of your content.
How does the guarantee work?
At any time after the website goes live if you are not happy with the support based on the above guarantee then please contact us. We will be happy to review your concerns and start to record each interaction to build a picture of how we can improve our support.
Or, if you prefer this agreement can be terminated at any time by you without penalty. We will transfer your website and content to your own hosting account with the same provider TSO Host (http://tsohost.co.uk), again at our own expense. If you wish to use another hosting provider there may be a cost involved from them but many providers offer a free transfer.