Happy maintenance clients.
How do I get help or support?
Once you become a client, you will have access to our client portal. In this section you can view or manage all your invoices, services and you can submit tickets (regarding updates to your site, to technical issues on your site) from your client area.
How quickly can I have issues resolved so that I don’t loose business?
Depending on the complexity of the issue, turnaround times on technical issues range from same day (a matter 2 hours or less) to as many as 24 hours. We will make sure that you will be provided with timely updates, after we have an understanding of what exactly the issue is.
What is Automated Recurring Billing? How does it work?
Automated Recurring Billing is a requirement on all maintenance subscription packages where an ongoing monthly invoice is issued. All our subscription packages make use of automated recurring billing. Clients who have elected to go with the monthly packages accept the terms of receiving monthly automated payments from iWeb Services upon making their first payment. For more info refer to our Terms & Conditions
What is Monthly Security Updates?
These involve updating your website plugins, themes and Captcha (software ensuring that bots are not able to access your website).
Why are backups important?
In the rare event that the technical issue on your website, is unrecoverable, a backup of your website will be used to restore services and functionality to your digital platform.
What are the Monthly Content Updates?
The monthly update time will be used for content changes to your website. This would include new blog posts, change of contact information or other content, updating images / videos or text. Photos are to be supplied in high res via email, and videos links loaded to Vimeo or Youtube with the links supplied to us for integration.
Can I cancel my packages?
Maintenance packages are on a month-to-month basis and can be canceled on 30 days’ written notice.