What are your hours of operations?
We are answering phones & support emails Monday – Friday, 7 a.m. to 3 p.m. (EST). If you need weekend service, that’s something we can discuss.
When will I get the priority service?
Whenever possible we may complete your work orders on the same day depending on the difficulty of the task, & what time of day the work request is submitted. It’s best to speak to us first to determine if our availability meets your needs before you purchase any time. We typically solve issues in 1-3 days.
How is my time tracked?
Time is tracked in 15 minute increments in Toggle app. We will keep track of your tasks, work orders & the time used for each. You can request an update with how much time you have left on account at any time to help you keep track.
What kind of contracts or commitments are required?
If you need, we can sign off the NDA agreement. Typically for technical support we do not have any agreement for small packages. Since you are paying for services as you need them, there are no contracts. You can come & go as you please. For long term cooperation we need to sign off the agreement.
Why do I have to pay in advance?
For hourly support only 1 hour is billed in advance. If additional hours are needed it’s discussed with you first before proceeding. There’s a (1) hour minimum. 1/2 hour billing is available when the time is consecutive.
Support packages are a block of hours (5,8 & 16 Hours) at a reduced rate in exchange for securing the time in advance. If you prefer to be billed by the hour at the normal rate, that is no problem.
It is much easier to control work and payments if we agree on the scope and number of hours needed. Both of us are secured.
Can I use the support package for a new website/shop development?
If all you need is help with installation, set up & you’ll take it from there then a support package would be appropriate.
Otherwise, no. You cannot use a support package to have a new website built, nor for redesigns, or new theme designs, new installations or configuration. Please contact us for more details. We will setup a special project for it and estimate time and cost.
How will I be billed?
We accept all major credit & debit cards & Paypall or we can use Transferwise.com or Bank transfer.
Invoices are emailed via Zoho Books which can be paid with either your Pay Pal account or any major credit or debit card via the guest check out. We do not store your credit cards or personal information.
- Hourly rate is $75. 1 hour is billed upfront. Additional hours are billed as we go.
- Emergency service is $125 for the 1st hour. Additional hours are $75. 1/2 billing when the time is consecutive.
- New website/shop projects require a 50% deposit.
- Support packages are multiple hours at a reduced rate & are paid for in advance.
- Marketing Automation Consulting
- Project Management Consulting
How is Consulting or Training session done?
Consulting, Training, & general brain picking is done via Phone, Email, Skype, or Zoho Meeting. Which ever you prefer or is appropriate for the situation. Each 1 hour session is scheduled in advance at a time that is convenient for you.
How do I send my work order?
We use Zoho Desk for work orders. You will get the access after the payment is received. You can also send any request via email on [email protected].
Can I secure my support package month to month?
Yes, most of our customers use them on monthly or bi-monthly basis.
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