PRO UPDATES

CONTENT MAINTENANCE & TECH SUPPORT

Most of our clients prefer to not have to touch their website. We have plans to fit any need. Whether it’s just a few updates a year to daily support, we have a plan for you. 
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GREAT PLANS TO CHOOSE

These plans are part of an Annual Website Service Plan and relate to content management and technical support.

LITE

  • 2-3 updates or technical support needs per year
  • Up to 3 hours total annually
  • BaseCamp Project
  • Can upgrade if needed
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SIMPLE

  • Up to 2 updates or technical support needs per month
  • Up to 12 hours total annually
  • BaseCamp Project
  • Priority Customer Support
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PRO

  • Up to 5 updates or technical support requests per month
  • Up to 20 hours annually
  • Basecamp Project
  • Priority Customer Support
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What Constitutes an Update Request

We really want you to keep your website up to date. In fact, Google loves seeing fresh content and so do your customers! Our plans make it very easy for you to request updates and know that they will get done in a fast, friendly and professional manner. To be clear, an update request is a list of content changes you’d like us to make on your website that you submit all at once. Learn More >

If, for instance, you are on the SIMPLE plan and you have 3 requests in a month instead of the 2 allotted, no worries! It’s an annual service plan. Your annual number and the complexity of the requests is what determines your plan. If it turns out your needs are continually more than your plan, we can bump you up to the next level as needed. Count on the fact that we will be flexible and fair.

We accept checks, bank transfers and ACH payments. We invoice electronically through Quickbooks to your email. Since we are a small business, we prefer ACH payment if your processing system allows it.

Once you have an annual service plan, your service will continue uninterrupted with a recurring invoice emailed just prior to your annual renewal date. This allows us to provide uninterrupted, fast, friendly and first class service.

The above LITE, SIMPLE, and PRO website content maintenance plans are typically meant for single websites. If we host more than one website for you, or you have a network of sites within a WordPress Multisite, we take it into consideration and establish a fair price bundling them in an annual service plan when it fits your needs; a CUSTOM plan.

Our Website Content Maintenance program is not based on hours of service provided. It’s based upon the number of technical needs and update requests. In fact, as a rule, we don’t even track time per customer. We simply strive to provide valuable and timely service. However, it sometimes helps to relate using hours, so our programs would roughly translate into the following: LITE = up to 3 hours per year, SIMPLE = up to 12 hours per year, PRO = up to 20 hours per year.

Requests typically have a same busines day turnaround (M-F) but could take 1-2 days if they are more complicated or extensive. When we receive the request, we will let you know if: we need more clarification, it will take more time than our typical turnaround or, possibly, a separate bid is required because of the scope of the request.

Our team is available 9 am – 5 pm Alaska time and communication through Basecamp is preferred but we respond to phone calls in a timely manner as well.

We hate to have any client leave, but we understand sometimes people and needs change. We strive to provide the best for all we serve and will work with you and your new web team to make the transition as smooth as possible. If the transition is complete in the first six months of your annual service plan, we will refund up to 50% of your annual fee. If it is the second half of your contract year, then upon request we’ll send your refund prorated for the months/service. You just let us know you no longer need our services and request a refund of unused service. We’ll confirm it’s the case and turn off any remaining Sundog Services.

The entire goal of an Annual Website Service Plan is to give us the freedom to provide friendly, professional support and be a part of your team for years to come. Sometimes, however, we learn we are not a match for a client’s needs. Much like we learned in kindergarten, it’s just best not to play together. If we determine we want to cancel, we will give you notice and work with you to make a smooth transition to a new web team. Once the transition is complete, a prorated refund for any paid time remaining on your contract will be mailed to your accounting department.

All Sundog clients are enrolled in an annual website service plan that includes, at minimum, a complimentary LITE maintenance plan.

Small Print

Limitation of Liability; Disclaimer of Warranties: Although there are limitations to the guarantees we can provide, your satisfaction is very important to us. Please read and understand our limits of liability before engaging in our services. Although we work hard for your website’s optimal performance and security, we did not build the WordPress software or plugins used on the website and are only resellers of the hosting platform it runs on. For this reason, we do not represent, guarantee or warrant that the functions contained in the web pages or internet website will be uninterrupted, error-free, free from loss, corruption, attack, viruses, interference, hacking, or other security intrusions, and Sundog Media LLC disclaims any liability relating thereto. We are also not responsible when our client attempts to update the website and damages the design, or impairs the ability for the web pages to display or function properly. If an issue does arise, however, you can count on us to work along with you to find a good resolution.