All maintenance & support tasks performed in relation to your website will be counted against your monthly support hours. At the start of each month, we will reserve this pool of hours for you. A portion of this pool will be set aside for standard maintenance (avg 25-50%, this can vary month-to-month according to your website’s unique needs). Any remaining time is available to you to make content update and support requests. Unused time from this pool of hours expires on the last day of the month at midnight.
Support hours can be used for website edits, data entry, database maintenance, backups, software installs/updates, configuration, troubleshooting, security, user support, administration, and reporting.
Support & Maintenance Hours cannot be used for custom coding, discovery, strategy, design, project management, or development. These sorts of requests will be treated separately and applied to your Project Development Budget.
Support overages (if any) will count against your Project Development Budget in 15-min increments at your Unit Rate. If no Project Development Budget is available and your monthly pool of hours is exhausted the rate will be $150/hr and your request will be moved to the end of the queue. If a Project Development Budget is available, overages will be billed according to your development tier.
Project development budgets are pre-approval of work to be completed per month on development projects. The actual amount billed may be more (with your approval) or less, detailed out each month and invoiced at the end of the month the work is performed (due on receipt). We will give you a heads up if we anticipate going over budget in any given month. This way you can let us know if it is ok to go over budget for that month or hold work until your budget renews the following month. A non-refundable deposit may be required at the start of new projects depending on scope. Website support & maintenance overages (if any) will be applied to this budget at the Unit Rate.
Project development budgets are used for project discovery, strategy, design, development, project management, collaboration, research, ad management, SEO, meetings, etc.:
This can vary quite a bit depending on your needs. Check out out our article on How to Budget for your Website for specifics.
The servers we commission for the Klovera Cloud are located in the Google Data Center in Council Bluffs, Iowa. We also help you utilize services like CloudFlare, Wistia, and AWS to help serve up content. We’ll work with you to find the best setup for your needs.
As part of our website management service, we will maintain the renewals of standard services related to your website. This includes software licenses, domain registration, and SSL certificates. At your option, all notifications are sent to us and we make sure everything is kept up to date. You will be responsible for any additional fees related to these services. We will pay the fees on your behalf and add the total to your invoice.
Unused time cannot be rolled over to the following month. Your monthly time reserves your place in our queue and guarantees our resources are available to you when you need them. This represents a significant monthly investment on our part. Any unused time expires at midnight on the last day of the month.
Each website property has its own separate pool of support hours and can only be used for the website they are reserved. For example, If we manage two of your websites, one with 1 support hour where 2 hours of work was performed in a month and a second website with 4 hours reserved in which only 3 were used in that same month, you would be charged 1 support overage hour for the first website property.
Every month we perform regular software updates. For security patches, we update within 24hrs of receiving notification.
One of the driving principles of our management plans is preventative care. To that end, we endeavor to prevent anything from happening in the first place. However, given the nature of publicly accessible websites, it is impossible for us to guarantee your website will never have a conflict with a software update, be hacked or experience a hardware issue. What we can promise you is that we will do everything in our power to prevent these things from occurring and take care of the cleanup, patching, and restoration of your website as quickly as possible with one of your regular backups.
We have no interest in locking you into an agreement you do not want to be in. Our goal is to be so valuable to your business that you would not imagine going elsewhere. If for any reason you wish to step-up, step-down or cancel your service with us you may do so at any time without penalty. If on our servers, we will even assist you in migrating to a new host with no hard feelings.
From a technical standpoint, we primarily manage WordPress, Joomla and custom solutions built on the LAMP stack. We also work with several APIs. For more info on the types of companies we work with see our about page.
Our plans are designed for sites we have developed. However, we are happy to manage websites built by other developers. First, we will need to audit your website to determine any issues that may need to be addressed. During the evaluation, we will bring your software up to date, fix any security issues, run a full backup and compile a list of suggested improvements. There are fees associated with this service. Contact us to get started.
Certainly! It’s your option to have us work with your existing host or migrate your website to one of our managed servers. Our balanced cloud hosting is perfect for smaller sites and is included in all plans for no extra charge. For larger sites, we offer custom hosting solutions all the way up to dedicated servers. Contact us for a quote.