WEBSITE CARE PLANS

Yes, you can cancel anytime. You are under no obligation to continue the ongoing service. And there are no cancellation fees.

To cancel your plan, simply contact me prior to your next payment’s due date. Your care plan service will continue through the end of the period for which the fees have been paid. No refunds are available for payments that were made before the cancellation request.

You can use your support time for simple website content updates that take less than 30 minutes to implement. Examples include updating text, changing links in your menu bar, adding or updating images, editing your website header or footer, etc. Your support time does not include coding, installing memberships or online stores, or any other complex system.

You can also use your support time to email me with any questions you have about your website: how to edit something, where to find the settings for a plugin, etc.

For the most part, if it’s a website update or a question that can be handled in 30 minutes, it’s usually included.

Please note: Support time is tracked in 15-minute increments. And unused time does NOT carry over from month to month.

Email me anytime. I do my best to reply within 2 business days, within my normal business hours.

If your website is down or you’re having an urgent issue with your web hosting that needs to be handled outside of my normal business hours, you can contact the web hosting company directly. If you are using the web hosting that’s included in your care plan, I can set you up with a login that gives you 24/7 access to technical support from the web host.

You can add on additional time per month for support or website content updates, beyond the support time that’s included in your plan. There are 2 options:

1. You can add additional hour(s) to your plan, guaranteeing that that time will be reserved for you in my calendar each month. When you add this time to your Website TLC Plan, you receive a reduced hourly rate.

2. You can also request additional support or website updates, as needed. You will be billed at my normal hourly rate for Website TLC clients. Please note: this additional time is not guaranteed; it is dependent upon my workload and schedule at the time of your request.

Work to repair the website from client or third-party modifications is outside of the scope and support time that’s included in your website care plan. If anyone attempts to update the website and damages the design or impairs the ability for the web pages to display or function properly, time to repair the website will be billed at my normal hourly rate for Website TLC clients, with a one-hour minimum.

However this type of work can be included with any additional time you add on per month for website support. (See the “What if I need more support time than what’s included in my plan?” FAQ  above for more information.)

Most performance and speed recommendations take more than 30 minutes to implement, so this work would not be included in the support time in your plan.

If you would like me to work on these improvements, you can add on additional time per month for website support. (See the “What if I need more support time than what’s included in my plan?” FAQ  above for more information.)

If you have a broken link, I can correct or remove the link for you. If you have 404 errors to pages on your website that no longer exist, I can setup a redirect to prevent those errors.

On the “A Little TLC” and “TLC” plans, this work will count towards your support time that’s included in your care plan.

On the “Extra TLC” plan, this work is included – and does not count towards your 2 hours/month of support time that’s included in your care plan.

If you are using the Flywheel web hosting included with the “Extra TLC” plan and your website gets hacked, I’ll take care of cleaning the website at no extra cost to you.

If you are using your own web hosting – or you are on the “A Little TLC” or “TLC” plan, you can pay me (or another company) to clean your hacked website. The cost you’ll pay for this service is generally $200-$400.

A SiteGround StartUp hosting account ($14.99/month value) is included in the “A Little TLC” and “TLC” plans. A Flywheel Starter hosting account ($30/month value) is included in the “Extra TLC” plan. Both types of hosting accounts include 10 GB of disk space, daily website backups, and an SSL certificate. Each hosting account includes one website. (If you have multiple websites, you will need multiple hosting accounts.)

Advantages of the Flywheel hosting account include:

• 25,000 monthly visits (instead of 10,000 on the SiteGround hosting)
• Faster website load times
• Better managed security on the Flywheel web server, that proactively detects and blocks malware and hacking attempts
• Free malware removal in the event your website is hacked

Please note: Flywheel’s web servers and services are optimized specifically for WordPress websites. Because of this, their hosting plans do not include email accounts. SiteGround hosting accounts include unlimited email accounts; however I recommend setting up your emails with a separate third-party provider that specializes in email hosting (like Google Workspace). This is best practice as it ensures your website and emails remain separate and more secure.

If your care plan includes a SiteGround StartUp web hosting plan, you have the option to upgrade to a Flywheel Starter plan for an additional $15/month.

The web hosting and domain name registration included with your care plan is optional. You can purchase your hosting account and/or domain name registration separately through the company of your choosing. However some of the features of your care plan may not be available with all web hosting plans.

Please contact me to let me know what hosting provider and plan you are using, and I can let you know if there are any features from your Website TLC plan that would not be available to you.

Digital K does not manage email setup and support. I recommend setting up your emails with a separate third-party provider that specializes in email hosting (like Google Workspace). This is best practice as it ensures your website and emails remain separate and more secure.

Although there are limitations to the guarantees I can provide, your satisfaction is very important to me. I strive for your website’s optimal performance and security.

However, there are many factors that are out of my control and responsibility. For example, I did not build the WordPress software or plugins used on the website, nor am I supplying the hosting platform it runs on. For this reason, I do not represent, guarantee, or warrant that your website will be uninterrupted, error-free, free from loss, corruption, attack, viruses, interference, hacking, or other security intrusions.

Simply contact me prior to your next payment’s due date and I will send you instructions for updating your payment information.