It’s important to understand how our service works so you can make the most out of it. Here are answers to some of our clients’ most frequently asked questions:
How do I get in touch with you?
We prefer you email us. We give our support email the highest priority so we are monitoring it 24 hours a day, seven days a week.
What if it’s urgent?
We consider issues affecting your business or income as critical. If your concern is urgent, we strongly suggest you put the word “Urgent” on the subject line of your email.
How long should I wait to get a response?
We aim to respond to emails in an hour, tops—even less if it’s urgent. We give urgent concerns our top priority, followed by Velocity Support clients. We address the rest as quickly as we can.
Concerns that require strategic advice, design considerations and such may take a longer response time because those things need to be given sufficient thought and consideration.
Will I get a reply even if it’s a weekend or a public holiday?
Because we only have a skeleton staff during weekends and public holidays, it can take us longer than one hour to respond. Non-urgent tasks will get done the next working day, but urgent tasks are dealt with as quickly as possible.
Why do I get a different person each time?
We work in shifts so no matter what time of the day or night you get in touch with us, somebody is always there to take care of you.
We are all familiar with the particulars of your website because of our internal communication system so you don’t have to worry about having to repeat yourself to explain.
Do I get a dedicated developer to look after my site?
Most of the support requests will be addressed by the same developer, unless it is an urgent request and that developer is not available.
Can’t I get someone on the phone?
What does ‘unlimited minor website tasks’ mean?
We define unlimited minor website changes as a group of tasks which will take us an hour or less to complete. It’s the core part of our service and is included free of charge for those under the Unlimited Support and Velocity plans.
I’m on the Unlimited Support Plan, why am I being charged?
Although minor changes or requests can mostly be covered by the plan, a group of small tasks or even just one request that takes more than an hour to do will be charged extra. This restriction is to prevent the service from being abused.
How does the quoting system work?
For example, you have requested for a task which takes up to three hours to complete, we will deduct one hour (because it’s included in your plan) from the total quote and only quote for the remaining two hours.
We always quote in advance and will wait for your approval before proceeding.
What if the request is just slightly over an hour?
We’re not going to charge if it's just a little bit over one hour. But again, there are restrictions to this—you can’t redesign or rebuild your entire site by abusing this service.
Do you have questions about our service that aren’t included here? Get in touch with us at [email protected].