We’re constantly looking for ways to improve our services to you, which is why we are introducing Flex Hours and other changes to our service policies. Our goal to align our teams’ focus on the tasks that provide the most value to our clients. Here’s what you can expect as we roll out these changes.
Timeline and next steps:
These changes will take effect at your next renewal. You don’t need to do anything and your package will automatically convert over to our new service packages.
1. Code Updates are changing to Flex Hours
Based on feedback from our customers we heard that the term “code update” was unclear, and clients who did not require code changes weren’t always able to take advantage of this offering. So we’re replacing the “code update” service with our new Flex Hours package.
2. Flex Hours: More Services, More Flexibility
We’re giving you more services and more flexibility. Flex Hours are a bank of hours that are available for you to request various services which includes code development, design services, marketing support, reporting and analytics, etc. Flex Hours can be used all at once, or spread throughout the year. If you run out of Flex Hours and want more, you can buy additional batches of Flex Hours at any time.
3. Content Update Support is still Unlimited
We know that updating text, photos, videos, etc. on your site can be time-consuming, and so we’re keeping the Unlimited Content Update Support as a standard offering. Anytime you need our help making content updates on your site, just send us an email and let us know!
4. Consolidated Analytics Report standard, Expert Analysis add-on.
We will continue to provide a consolidated analytics report that details your website’s performance. Metrics include web traffic, user behavior, goal completions, etc.. This live report will be accessible via self-service at any time. Expert Analysis on the reports will now be provided as an add-on option for clients who want tailored, personalized analysis, insights, and recommendations.
5. Annual Renewals
Going forward to simplify paperwork and complexity and to keep our fees low to our clients, our services will now renew automatically every 12 months. Don’t worry, you can always opt-out of an upcoming annual renewal as long as you let us know before the renewal date.
You can read the full details in our terms and conditions.
If you have any questions please let us know! We are looking forward to being able to provide even better service to you over the next years ahead.