WP UpKeep

Our support hours are 9am – 5pm MST, Monday through Friday.

We strive to complete all tasks within 1-2 business days but it usually happens much faster.

We adhere to all Canadian statutory holidays.

Like a lawyer’s retainer, the monthly time is there for you every month to reserve your place in our queue and our resources, therefore it doesn't rollover.

You can take comfort in the fact that what you will request within that 30/60 minutes of time (depending on your plan) will be addressed by our team with immediate attention.

If you have a task that requires more than your dedicated monthly time, we'll submit a quote for you to approve separately from your plan.

However, many times we will evaluate requests that exceed your plan on a case by case basis, and with approval, work past the time and bill for time exceeded at the support rate listed on your plan.

The whole purpose of our Upkeep plans is preventative care, so we work hard to prevent anything from happening.

However, in the case something does happen and your website needs emergency care, we'll be there right by it’s side communicating with the web hosting on your behalf.

We can't promise your website will not be hacked but can promise we will do everything in our power to prevent it, as well as assist in the restoration and cleanup of the website with one of our backups.

Glad you asked!

Content update requests and small design improvements are the most common requests, however anything that can fit into your monthly support time is free game.

These tasks do not cover advanced or custom features like an online shop or membership section. They also don't cover graphic design tasks.

We just ask you to be aware that requests for new features to your website will likely result in a formal quote as those commonly go over the monthly dedicated time.

The on-boarding fee is only for sites not built by Creative Collaborations. There are a million ways to build a WordPress site, some of them better than others.

We'll do an assessment that includes a 24 point check for best practices in coding, SEO, mobile responsiveness, hosting, site speed and more.

We create detailed documentation about how your site is built:

• What plugins are used and why
• 3rd party licenses required, who owns them, and  renewal dates
• A visual style guide based on your current branding
• Standard image sizes to keep new content consistent with your brand

You keep all of this documentation, even if you cancel your account.

No. Our Upkeep plans are for live sites only. If you wish to have a new site developed, please fill out our project inquiry form.

Absolutely.

We're all about a relationship with you and your website, so we would hate to see you go but we know financial needs weigh on many decisions and don’t want to lock anyone in. 

Request a cancellation via email to support@creativecollab.co and we'll immediately stop the next payment.

If you're using tools or themes that are licensed by Creative Collaborations as part of your plan, be aware that you'll need to purchase your own license(s) in order to keep the software up-to-date.

Although these plans are for sites we build or re-design, we welcome clients who are looking for a long term relationship with a dedicated webmaster.

We first like to do a Website Evaluation to become familiar with the website, how it was built and any potential issues that could arise.

With the evaluation we will perform all the "Website Updates and Monitoring" tasks and make a full backup. Most importantly we will make a list of issues to fix and suggestions for improvement needed in order to proceed with the website on a monthly plan. Based on your type of website, this Website Evaluation is a fixed 4 hour fee.

For our Maintain plan, you'll need to sign up each site for it's own plan. For our Elevate plan and higher, we'll cover basic support for up to two sites.

If you have more than two sites, you'll need a basic plan to cover each additional site.

*Note: If you have two sites they will share your support time allotment.