FAQS

Have Questions? We have answers!

Working with someone new is always a little uneasy at first, especially if you’ve ever had a bad experience somewhere else. To help you become more acquainted with our company, we’ve created a list of our common FAQs. We hope all of your questions can be answered; but if not, please head over to our contact page to schedule a time to speak with us one-on-one.

Absolutely! We HIGHLY encourage clients to invest in our monthly maintenance and support packages once the project is complete and the website is live.

Maintenance = daily updating of plugins, security scans, and website health checks to make sure your online presence isn’t compromised in any way.

Support = fixing any issues, troubleshooting errors, communicating with vendors, etc.

Plans start at $150/month and include the following:

  • 2 Hours of Support
  • 2 x 30-Minute Strategy Calls
  • Dedicated Cloud Hosting i.e. faster than your average web hosting from places like GoDaddy.
  • Daily Security Scans
  • Antivirus + Malware Protection
  • Hourly Backups
  • One-Click Website Recovery
  • Free Security Certificate (SSL)
  • More!

Yes, it’s bundled with your monthly maintenance and support package.

Yes! We will deduct 10% off the project total. Thank you for serving our country!

Yes, we can create a custom solution to fit your budget.

There are a lot of criteria that determine when a website is ready for launch:

  • Number of pages
  • Copywriting for the pages
  • Media
    • Images
    • Videos
    • Logo
  • Branding Guidelines
  • Is it ecommerce?
  • Is it a membership site?

The simpler the project, the faster it can be completed. The more complex, the longer it takes.

On average, most clients have a five-page website and it’s completed in six to eight weeks.

Yes. We can create logos ranging from simplistic to elegant, and everything in between. It all comes down to your budget.

Generally, we ask the client to provide all assets, before we start the project. We understand this isn’t always efficient for the client, so we offer a few options:

  • If you need generic images, you can go to pexels.com, unsplash.com, or another open source / creative commons licensed provider and obtain royalty-free stock imagery.
  • If you prefer to have custom images, you can go to shutterstock.com, adobestock.com, or comparable vendor and purchase the images so you have a license for your content.
  • If you’re going to have a photographer provide photos, we need to have written consent that you have permission to use the images in your website.

If you don’t want to provide the images, we are happy to do it for you; however, this will increase the cost of the project, as our team has to spend their time finding the images for you.

Please note that if you provide an image for the project, you must also include the source from which it originated. You may not use ANY images you find from Google Image, as they have no guarantee of authenticity and you could face legal action if someone discovers you used their image without permission.

It’s our duty to make sure all materials provided for the project are legally obtained and properly licensed. If we suspect anything violates the terms of service of a vendor, we reserve the right to refuse usage of said items.

In its simplest form: copywriting is the art of writing with the intention to evoke emotion and persuade a reader to take action for a given purpose.

Example:

Let’s say you’re a lawn care specialist and you want to get more customers. What can you say to convince them to use your service? What’s going to make them commit to working with you and justify spending money on your business? They can mow their own grass, so why do they need your service?

These are the kinds of questions copywriters are great at providing answers to because they do a lot of market research and analyze what others have written to gain inspiration for their own writing.

At the end of the day, copy (the words on the page) needs to make people take action; and that takes talent. Not everyone is a good writer and most small business owners are too busy to really provide quality content for their website.

If you want to increase your sales and make the investment of your website worthwhile, then you’re going to need strong copy; no questions asked.

From our experience, these solutions aren’t sustainable for the long-term business owner. If you have no money and are bootstrapping your business, then use the low-cost solution until you can afford something more professional.

Yes, they have pretty templates, but that’s about it. You still must spend YOUR time building it yourself. So, while you’re “saving money” you’re not saving time and the result will leave you frustrated and unsatisfied.

Think of it like building a house: your buddies and you can slap something together, but is it going to meet the standards to pass as a livable dwelling? Probably not. That’s why you hire a professional and let them work their magic.

There’s nothing wrong with doing it yourself but know your limitations.

Yes, as long as there is no outstanding balance.

Currently, we focus strictly on small business websites and associated solutions. If your project requires an Android or iOS app be built, then we would consult with a trusted vendor and work closely with them to ensure everything works together as expected.

We monitor all of our clients’ websites, so the moment that anything happens (which is extremely rare) we are prepared. If you happen to notice there’s an issue or it was brought to your attention, then a few options are available:

  • If you’re on a maintenance and support plan, then you would create a help desk ticket for our team.
  • If you’re not on a maintenance and support plan, then you would pay $100 per hour to fix the issue.

Same applies if you would like to make changes.

Once you have administrative access, you’re free to update your site how you see fit. If something goes wrong, we can restore it to the previous hour and you’ll lose nothing, other than the recent changes you made before the error.

We’ve found the best way to bill for hourly rates is to charge on a quarter-hour basis:

  • 15 mintes = 0.25 hours
  • 30 minutes = 0.50 hours
  • 45 minutes = 0.75 hours
  • 60 minutes = 1.00 hours

Example:

Let’s say you have a weird error message and we diagnose and fix the problem within 10 minutes. We would round up the billable time to the nearest quarter, which would be 15 minutes or 0.25 hours. Since the troubleshooting rate is $100 per hour, you would pay $25.

We never add extra fees to our clients’ invoices. The rate we agree to in our contract is the amount you will pay, never a penny more.

If your project has an hourly rate: graphic design, troubleshooting, etc. then you will receive an invoice that’s due upon receipt and you will have seven days to submit payment. If you fail to pay your invoice after seven days, there is a compounding, monthly late fee of 20%.

If your project is a flat fee, you will auto-billed for the number of payments agreed upon in our contract.

Example:

Let’s say your project is $4,500 and we agreed upon three payments of $1,500. You would be auto-billed $1,500 for three payments. If you decide to cancel auto-billing, then you are responsible for manually making the payment. Failure to do so will result in a compounding, monthly late fee of 20%.

We understand life happens, so if there’s a legitimate reason why you’re going to delay payment, it must be communicated before the final due date i.e. if you’re billed on November 11th, you have until November 18th to pay. Failure to communicate by November 18th forfeits any opportunity to extend payment.

Any unpaid balances will result in the project being halted i.e. if you don’t pay for your logo, website, etc. it won’t be available to you.

Extreme negligence and delinquency of payment is subject to legal action.

Absolutely! We create and enforce contracts to protect all parties involved and keep everyone honest. Since you’re paying us to deliver a service, we’re responsible for delivering that service per the terms of the contract. The same goes for payment of those services. You agreed to the terms of the contract and the associated payment of the project, so you’re responsible for paying all monies that are due.

Yes and no.

If the project is hourly, then it depends on the situation.

Example:

Let’s say you want a logo and the estimated cost is $400. Once the logo is finished, it will be sent for review. You’ll provide the changes you want made and the updates will be made. These are called “revisions” and the contract will determine how many rounds you get. In our example, you get three rounds of revisions. After the third round, if you still want to make changes, there will be an additional fee per revision.

If your project is a website, then what we like to do is create a list of what’s required i.e. your checklist. These are items that MUST be in the project, in order for it to be considered complete. As we complete each page, it is sent for review. Revisions are made per the contract’s terms. When a page is complete, it is checked off of the list. After all pages are completed, the site is thoroughly tested by our team and any adjustments are made.

Once all of the requirements are met, the website is launched and officially live. Any further changes that aren’t covered by the contract are subject to additional fees. We want to provide the highest quality website and the best customer experience; however, we do have deadlines for other projects and need to make sure we serve everyone fairly.

Hourly projects aren’t refundable, as they are completed in real-time and don’t have the same constraints as a fixed price project that extends a longer period of time i.e. weeks.

Example:

Let’s say you want a logo and the quote is $400. You pay the invoice and our designer begins working. There will be a strategy call where you will discuss everything you want to be included in your logo: colors, fonts, graphics, etc. Everything will be documented and recorded. Samples will be provided and revisions will be made, per the contract’s terms. If an additional strategy call is required, we will be more than happy to provide you with that option. Once the logo is delivered, it’s final and can’t be changed any further without compensation.

In regards to a website or any other fixed-price project, the terms are different.

Example:

Let’s say you want a multi-page ecommerce site with 100 products and the quote is $12,000. A non-refundable retainer of $8,000 is due upon signing the contract. The remaining $4,000 will be paid out over two months (2 x $2,000 payments). If a refund is requested at any time, a pro-rated amount will be available to you, based on the time of cancellation in reference to date of completion. For the sake of the example, we will say the time to complete the project is 12 weeks. You decide to cancel at week 10, so your refund is calculated as follows:

(100% – (cancellation date/completion date)) x remaining balance = refund rounded to nearest dollar

(100% – (10/12)) x $4,000

16.67% x $4,000 = $666.8

Total Refund = $667

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