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Ongoing Technical Support

Focus On Your Business Not Your Website

Updates

We ensure the site’s software and add-ons are up-to-date and running smoothly. 

SECURITY

Sleep well at night knowing we’re keeping your website safe from hackers.

Backups

Daily backups ensure we can restore your content quickly and easily, if necessary.

Partnership

We invest in understanding you and your business in order to anticipate future needs.

Focus on what you do best

Technology is a means to an end

You’ve worked tirelessly to build your business, but now you’re spending hours maintaining your website. You’re worrying about SEO, embedding videos, integrations with payment platforms, page speed, and why that one image refuses to align to the left!

Not everyone has the technical skills or time required to modify a website or keep it running smoothly. Seemingly small technical issues can burn hours — hours you should be using to grow your business.

Focus on your business and let us take care of the technology. 

 

Our Offer

FoCUS ON YOUR BUSINESS

We’ve been building and supporting websites since the Internet was created. Our team has a combined 50+ years of experience with internet technology, websites, and running online businesses. We know what it takes to keep a site running smoothly, and we are experts at troubleshooting when things go wrong.

We started this business because we saw small businesses and solo-preneurs struggling to do it all. Starting a business is fraught with difficulties, but your website and technology shouldn’t be one.

Let us worry about your day-to-day website and technology challenges while you focus on what you do best: grow your business!

PACKAGE Pricing

TECHNICAL SUPPORT RETAINER

FAQs

What is included in "Website Updates"?

These are updates to the software being using to run your website, such as WordPress, plugins, and more. It is important to keep the software on your website up-to-date not just to have the latest features but also to ensure the highest level of security. Out-of-date software is one of the leading causes of websites being hacked.

Beyond simply updating the software, our team double checks each website after updates to validate it is working properly. If some software updates cause issues, we can rollback to a previous version of the site immediately. 

What is included in "Support Requests"?

Anything, so long as it is technical and related to the website! We can tweak your website styles, change the logo, create a new page, set up a mailing list, set up new email accounts, add a popup, install a plugin, configure an integration, update DNS, and more. If there is an issue with a third party plugin or theme, we will even interact with the developer on your behalf to find a solution.

If it relates to your website, we have the skills to help you with it.

How many "Support Requests" do you allow?

As many as you want. You are only limited by the number of hours. If you run out of hours, you can wait until the following month or we can bill you hourly at your discounted rate. If you have a bunch of things that need to be done, get in touch and we can give you an estimate of the hours required. 

What is included in "Uptime Monitoring"?

It’s no good having a website if it isn’t online! We run a couple of different monitoring systems to keep an eye on your website’s performance and availability. If our tools detect your site is offline we are notified so we can take action. For clients on the Supported or Managed tiers, we respond as quickly as possible (within office hours for Supported clients, any time of day for Managed clients). 

Do unused monthly hours roll over to the next month?

No.

I've got a larger project in mind, will you still do fixed price projects?

Of course! If you have a bigger project, contact us to discuss the details so we can provide a quote.

How quickly will you respond to my requests?

We try to work on tasks as soon as possible. If it is minor, we usually complete it in less than 24hrs. For requests requiring more time, it could take longer to fit them in our schedule, but we will do our best to complete them in a timely fashion. Priority goes to urgent requests (e.g. site offline or sales not completing), but if you have a specific deadline let us know, and we’ll do our best to meet it.

Why is a particular package not available?

We have a variety of packages to accommodate different needs. However, to maintain our high standard of service, we limit the number of clients at each level. As we grow our team, we may open up more slots.

Do you offer a free trial?

No. However, if you are truly dissatisfied with the service, please let us know and we will do our best to find a reasonable solution. 

What is your hourly rate?

Our standard rate is US$75/hr. 

Do you offer a money-back guarantee?

We stand by the work we do. If you are unsatisfied with our work, we will make every reasonable effort to bring it up to your desired standard. If you are still unhappy with our service, you are welcome to cancel the subscription, and we will refund the current month’s payment.

More Questions?

info@rockfortmedia.com