Support, Update, and Change Requests

Support, Update, and Change Requests

Last updated: 2021-05-29 8:05

This Support, Update, and Change Requests policy amends the Agreement between Conceptualized Design and Customer and addresses the Support Desk in relation to the Support and Management Services we provide to you and your requests for making support, update, and change requests for your website. The procedures contained in this is your guide to ensuring that the proper steps are taken for making support, update, and change requests for your website and services. We may update this policy from time to time in our sole discretion; the current version may be found at https://conceptualizeddesign.com/legal/support-update-and-change-requests/.

Support, Update, and Change Requests

While your Web Hosting & Care Plans are in ‘active’ status, we can provide the following changes and updates as necessary. Please note the time frames for these changes. For any new tasks, please send a request to the e-mail address we have provided for you ([email protected]). To ensure that your support, updates, and change requests are properly handled by our team and scheduled, all of these must be submitted through our Support Desk. Any requests that are beyond of the scope of items covered under a Web Management & Hours of Monthly Care agreement are not covered and you may incur additional charges for requests beyond what is covered. Any support, update, and change requests sent outside of our Support Desk, directly to one of our team members, text, or any other method does not guarantee that your request will be handled or processed, and your support, update, and change requests will not be covered under the web policies, our Service Level Agreement, and/or any other policy. Below are the proper steps to ensure that your support, update, and change requests are properly handled.

Steps on How to Properly Submit a Request:

1. The Email Subject – Should be the Task Name; one email per request.
2. Your Email – Should be sent to our Support Desk email ([email protected]) or via our Support Desk Link (https://clients.conceptualizeddesign.com/support/#/tickets/new), to ensure our team is properly notified and tasks are assigned.
3. Body – Include as much as possible about the change or update, including a requested time frame.
4. Attachments – Please include as many files as possible. If you have over 20 megabytes of files, then we may need to utilize GDrive, Teamwork Projects, Dropbox or another solution. Please contact us so that we may be able to accommodate a file transfer.
5. Screenshots – Include any screenshots that may help us define the request.

As a reminder, use your Hour(s) of Care each month, so you can utilize this time before it expires at the end of the month. It is important to note that changes to your account may occur. Please help us by utilizing the email request format. If you have any questions about billing, please contact [email protected].

Turnarounds and Timeframes for Requests

Once we have confirmed and scheduled your support, update, and change requests, the items below are the typical turnaround and timeframes for requests to be complete. However, these are an approximated estimate based on the average amount of time that these changes require. In some cases, these may vary due to unforeseen circumstances such as, but not limited to power outages, internet connection issues, emergency issues, and website issues such as theme updates, plugin updates, server updates, extension updates, plugin conflicts, incompatibility issues and more. However, below are the average turnarounds and timeframes for requests once they are scheduled.

Content – We can update any content including text, contest rules, etc. You must already have content ready, including any edits. Content must be for existing pages. There will be a fee charged for creating any new pages on your website. Typical page updates and changes usually only takes 5-15 minutes per update with a typical turnaround time of 24-48 business hours.

Blog Posts – We can add a blog post for you. You must already have content, images, links, including any edits ready to post. Posting blogs by default does not include On-Page SEO for blog posts unless you have purchased an applicable SEO plan to cover this. There will be a fee charged for adding any On-Page SEO to blog posts, if requested. Changes usually takes 5-15 minutes per post with a typical turnaround time of 24-48 business hours.

Images – You can submit a request for us to add or replace any images on your website. You must have the image ready to post to the website. There may be a fee charged if you need our team to crop, edit, adjust, change, or customize any images. Adding or replacing images usually takes 5-10 minutes per image with a typical turnaround time of 24-48 business hours.

Forms – You can submit a request to change or update an web form. Adding, removing, and editing of a form fields, and updating form links, and updating email notifications are all included. The form must currently exist on the website, or you must provide any embeddable form links for us to update on the website. There will be a fee charged for the creation of any new forms on the website. Edits, Changes, and Replacing of embeddable forms on the website usually takes 10-20 minutes with a typical turnaround time of 1-3 business days.

Coding – You can submit a request to change custom coding on your website. Coding types that are included for Hour(s) of Care per month apply to: Third Party Integrations using embeddable codes for Form Validations (ReCaptcha, HoneyPot), Google Analytics, Site Tracking, Forms, Heatmaps, and Small Programming such as Custom CSS and Custom HTML. Custom coding that is NOT included includes, but is not limited to: JS (JavaScript), jQuery, PHP, and/or any other code type. Any other requested coding types, or work that go beyond the hourly allotment will be billed at our current hourly rate for such services. These changes can vary greatly and will be determined by our team if they are covered and fall under our policies, and how much time they will take upon request. Typical turnaround time for custom coding: 7-14 business days.

Other Changes – Please Inquire with us to see if they are covered, or if there will be an additional fee associated with your request.

Targeted Response Times and Support Availability

For our Target Response Times and Support Availability, please review our SLA Agreement here: (https://conceptualizeddesign.com/legal/service-level-agreement/), hereby incorporated by reference.