Frequently Asked Questions

Yes, we stand behind our work with comprehensive guarantees to ensure your complete satisfaction:

30-Day Satisfaction Guarantee: If you're not completely satisfied with our work within 30 days of launch, we'll make revisions until you are happy with the result. Your success is our success.

Our quality guarantees include:

• Mobile-Responsive Design: Your website will work perfectly on all devices including smartphones, tablets, and desktop computers
• Cross-Browser Compatibility: Tested and optimized for Chrome, Firefox, Safari, Edge, and other major browsers
• W3C Valid Code: Clean, standards-compliant HTML and CSS that follows web development best practices
• WCAG 2.1 AA Accessibility: Your website will meet accessibility standards for users with disabilities
• SEO-Friendly Structure: Proper heading hierarchy, meta tags, schema markup, and SEO best practices implemented
• Page Load Speed: Optimized for fast loading (under 3 seconds on standard connections) with Google PageSpeed scores of 85+
• Secure Development: SSL certificate, security hardening, and protection against common vulnerabilities
• Bug-Free Launch: Thoroughly tested before launch with any post-launch bugs fixed at no additional charge
• Content Accuracy: All content will be proofread and match your approved materials

Performance Guarantees:

• 99.9% uptime on our managed hosting plans
• Daily backups with 30-day retention
• 24-hour response time for maintenance plan members
• 2-hour emergency response for critical issues (Premium plans)

We stand behind our work and are committed to your long-term success, not just project completion.

Absolutely! While we're based in Calgary, Alberta, and specialize in serving Canadian businesses, we welcome clients from around the world. We've successfully delivered projects for clients in the United States, United Kingdom, Australia, and other countries.

Our remote collaboration process includes:

• Video Conferencing: Regular meetings via Zoom, Google Meet, or Microsoft Teams for consultations, reviews, and training
• Project Management Tools: Online platforms for tracking progress, sharing files, and maintaining transparency
• Secure File Sharing: Cloud-based collaboration through Google Drive, Dropbox, or client-preferred platforms
• Regular Communication: Email updates, Slack channels, or WhatsApp groups for quick questions and status updates
• Flexible Scheduling: We accommodate different time zones and schedule meetings at mutually convenient times
• Recorded Training: All training sessions are recorded so you can reference them anytime
• Screen Sharing: Real-time demonstrations and support through screen sharing tools

We ensure that distance never becomes a barrier to delivering exceptional web development services. Our streamlined processes and modern communication tools make international collaboration seamless.

Note: Pricing is in Canadian dollars (CAD). International clients benefit from favorable exchange rates, often making our services more affordable compared to agencies in their local markets.

We have experience working with businesses across diverse industries, each with unique requirements and compliance needs:

• Professional Services: Law firms, accounting firms, consulting agencies, real estate agencies, insurance brokers
• Healthcare: Medical clinics, dental practices, physiotherapy centers, mental health services (PIPEDA compliant)
• Retail & E-commerce: Online stores, boutiques, specialty shops, multi-vendor marketplaces
• Hospitality: Restaurants, hotels, bed & breakfasts, catering services, event venues
• Home Services: Cleaning companies, landscaping, HVAC, plumbing, electrical services, renovations
• Beauty & Wellness: Salons, spas, yoga studios, fitness centers, wellness coaches
• Education: Online courses, tutoring services, training centers, educational consultants
• Non-Profit: Charities, foundations, community organizations, associations
• Technology: SaaS companies, tech startups, IT services, software development firms
• Creative Services: Photography, videography, design agencies, marketing firms

Our experience across industries means we understand different business models, regulatory requirements (CASL, PIPEDA, accessibility standards), and customer expectations. We adapt our approach to match your industry's best practices while creating a unique online presence for your specific business.

Yes, we offer expedited delivery for clients with urgent deadlines. Rush service is available for an additional 25-50% fee depending on the project complexity and timeline compression required.

Rush Timeline Options:

• Express (1-2 weeks): Simple business websites - 50% surcharge
• Priority (2-3 weeks): Standard projects - 35% surcharge
• Accelerated (3-4 weeks): E-commerce sites - 25% surcharge

What Rush Service Includes:

• Priority scheduling - your project moves to the front of our queue
• Dedicated project manager
• Extended working hours to meet your deadline
• Daily progress updates
• Faster revision turnarounds
• Same quality standards - we never compromise on quality

Important Notes: Rush service availability depends on our current workload. Not all projects are suitable for expedited timelines—highly complex custom development may require standard timelines. Contact us to discuss your deadline and we'll let you know if rush service is feasible for your project.

Yes! While our primary focus is design and development, we offer comprehensive content services to ensure your website communicates effectively with your audience.

Our Content Services Include:

• Content Strategy: Planning content structure, identifying key messages, and defining content goals
• SEO Copywriting: Professionally written content optimized for search engines and user engagement
• Product Descriptions: Compelling, conversion-focused descriptions for e-commerce products
• Blog Post Creation: Industry-relevant articles that establish your expertise and improve SEO
• About Us & Service Pages: Professional copy that tells your brand story and showcases your offerings
• Content Editing: Refining and polishing your existing content for clarity and impact
• Content Migration: Transferring and optimizing content from your old website

Professional Copywriting Partnership: We partner with experienced copywriters who specialize in various industries. They understand SEO best practices, conversion optimization, and how to write compelling web copy that resonates with your target audience.

Pricing: Content creation is available as an add-on service starting at $150 per page. We provide custom quotes based on the volume and complexity of content required.

Alternative Option: If you prefer to write your own content, we provide content templates, guidelines, and recommendations to help you create effective website copy. We'll also review and provide feedback on your content before launch.

Yes, we offer professional website migration services to move your existing site to WordPress, regardless of your current platform (Wix, Squarespace, Shopify, Joomla, Drupal, or custom HTML).

Our Migration Process:

1. Content Audit: Analyzing your current website to identify all pages, posts, images, and functionality
2. Migration Planning: Creating a detailed migration plan with timeline and risk mitigation strategies
3. Database Export: Extracting all content, images, and data from your current platform
4. Content Transfer: Migrating all content to WordPress with proper formatting and optimization
5. URL Mapping: Creating 301 redirects from old URLs to new URLs to preserve SEO
6. Design Implementation: Recreating your design in WordPress (or improving it if desired)
7. Functionality Replication: Implementing all features from your old site (or enhancing them)
8. SEO Preservation: Maintaining meta tags, schema markup, and search engine rankings
9. Testing: Thorough testing of all functionality, forms, and integrations
10. DNS Migration: Switching your domain to point to the new WordPress site
11. Post-Launch Monitoring: Monitoring for 48 hours to ensure smooth transition

What We Migrate:

• All pages and blog posts
• Images and media files
• Categories and tags
• User accounts (if applicable)
• E-commerce products and orders
• Custom functionality
• Contact forms
• SEO settings and meta data

Benefits of Migrating to WordPress: More flexibility and control, lower ongoing costs, easier content management, better SEO capabilities, more plugin options, better performance, stronger community support, and greater scalability.

Downtime: We perform migrations on staging servers first, so your current site stays live. DNS migration typically takes 24-48 hours for complete propagation, but we minimize visible downtime to just a few minutes.

Pricing: Migration services start at $399 for simple sites. Complex migrations with extensive content or custom functionality range from $1,000-$5,000. We provide detailed quotes after reviewing your current website.

While we specialize in web development, we can help with basic branding elements or partner with professional brand designers for comprehensive branding projects.

What We Offer Directly:

• Logo refinement and optimization for web use
• Color palette development
• Typography selection
• Basic brand style guide
• Favicon creation
• Social media graphics

Partner Services (Through Trusted Designers):

• Full logo design with multiple concepts
• Complete brand identity packages
• Brand strategy and positioning
• Marketing collateral design (business cards, letterheads, brochures)
• Packaging design
• Comprehensive brand guidelines

Our Approach: If you don't have a logo yet, we can connect you with our trusted graphic design partners who specialize in branding. This ensures you get expert branding work while we focus on creating an exceptional website that brings your brand to life.

We work collaboratively with brand designers to ensure your website perfectly reflects your brand identity, using your colors, fonts, imagery style, and overall brand personality.

Pricing: Basic logo refinement: $150-$300. Full branding packages through partners: $800-$3,000+ depending on scope.

We offer managed WordPress hosting optimized specifically for performance, security, and reliability. You can also use your preferred hosting provider if you wish.

Our Managed Hosting Features:

• Canadian Data Centers: Servers located in Canada for optimal performance and data sovereignty
• WordPress Optimization: Server configurations specifically tuned for WordPress performance
• Daily Automated Backups: Complete website backups with 30-day retention period
• SSL Certificates: Free SSL installation, configuration, and automatic renewal
• Security Monitoring: 24/7 malware scanning and threat detection
• Performance Optimization: Server-side caching, PHP OPcache, and resource management
• CDN Integration: Content delivery network for faster global performance
• Email Accounts: Professional email addresses (@yourdomain.com) with webmail access
• 99.9% Uptime Guarantee: Reliable hosting with minimal downtime
• 24/7 Server Monitoring: Proactive monitoring with automatic issue detection
• Staging Environment: Test changes before pushing to live site (Standard plans and above)
• One-Click WordPress Installation: Easy WordPress setup and management
• PHP Version Management: Latest PHP versions with easy switching
• Database Management: phpMyAdmin access for database administration

Hosting Plan Tiers:

• Basic Hosting ($15/month): 10GB storage, 50GB bandwidth, 1 website, suitable for small business sites
• Standard Hosting ($30/month): 25GB storage, 100GB bandwidth, 3 websites, staging environment
• Premium Hosting ($60/month): 50GB storage, unlimited bandwidth, 10 websites, priority support
• E-commerce Hosting ($50/month): Optimized for WooCommerce, enhanced security, unlimited bandwidth
• Enterprise Hosting: Custom solutions for high-traffic or mission-critical websites

Using Your Own Hosting: If you prefer to use your existing hosting provider or another hosting company, we can work with most major hosts including GoDaddy, Bluehost, SiteGround, HostGator, and Canadian hosts like Web Hosting Canada. We'll provide recommendations based on your specific needs.

Migration Included: Free website migration from your current host when you sign up for our managed hosting.

Absolutely! All our websites are built with a mobile-first approach [web:6], ensuring they look and function perfectly on all devices, from the smallest smartphones to large desktop monitors.

Our Mobile-Friendly Approach:

• Responsive Design: Layouts automatically adapt to any screen size using fluid grids and flexible images
• Touch-Friendly Interface: Buttons and interactive elements sized appropriately for touchscreen use
• Optimized Images: Images automatically resized and compressed for faster loading on mobile devices
• Readable Typography: Text sized appropriately for mobile screens without requiring zooming
• Simplified Navigation: Mobile-optimized menus (hamburger menus) that work well on small screens
• Fast Load Times: Optimized for mobile data connections with quick page loading
• Mobile-Optimized Forms: Easy-to-complete forms with appropriate input types for mobile keyboards
• Tap Targets: Properly spaced links and buttons to prevent accidental taps
• Viewport Configuration: Proper viewport meta tags for correct rendering on all devices
• No Flash: HTML5 alternatives instead of Flash for universal compatibility

Testing Process:

• Real device testing on multiple smartphones and tablets (iPhone, iPad, Android phones/tablets)
• Testing across different screen sizes (320px to 2560px+)
• Browser testing on mobile Chrome, Safari, Firefox, and Samsung Internet
• Google Mobile-Friendly Test validation
• Performance testing on 3G/4G/5G connections
• Touch interaction testing
• Orientation testing (portrait and landscape)

Why Mobile-Friendly Matters:

• User Experience: Over 60% of web traffic comes from mobile devices—your visitors expect a great mobile experience
• SEO Impact: Google uses mobile-first indexing, meaning your mobile site affects your search rankings
• Conversions: Mobile-friendly sites have higher conversion rates and lower bounce rates
• Competitive Advantage: Many competitors still have poor mobile experiences—stand out with a great mobile site

We design for mobile first, then enhance for tablets and desktops—ensuring an optimal experience across all devices.

Yes, we specialize in integrating a wide range of third-party services and tools to extend your website's functionality and streamline your business operations.

Common Integrations We Implement:

CRM & Marketing Automation:

• HubSpot - Complete CRM and marketing platform
• Salesforce - Enterprise CRM integration
• Zoho CRM - Business management suite
• ActiveCampaign - Email marketing automation
• Mailchimp - Email campaigns and newsletters
• Constant Contact - Email marketing platform

Payment Processing:

• Stripe - Modern payment processing
• PayPal - Popular payment gateway
• Square - Point of sale and online payments
• Authorize.Net - Established payment processor
• Moneris - Canadian payment solution
• Apple Pay / Google Pay integration

Shipping & Fulfillment:

• Canada Post - Calculated shipping rates
• UPS, FedEx, Purolator - Multi-carrier shipping
• ShipStation - Multi-carrier shipping platform
• Easyship - International shipping solution

Booking & Scheduling:

• Calendly - Appointment scheduling
• Acuity Scheduling - Calendar management
• Bookly - WordPress booking plugin
• Google Calendar sync

Communication & Support:

• Live Chat: Tawk.to, Intercom, Drift, LiveChat
• Chatbots: ManyChat, Tidio
• Help Desk: Zendesk, Freshdesk
• SMS: Twilio integration

Analytics & Tracking:

• Google Analytics 4
• Google Tag Manager
• Facebook Pixel
• Hotjar - Heatmaps and session recordings
• Crazy Egg - User behavior analytics

Social Media:

• Instagram feed integration
• Facebook page integration
• Twitter feed display
• LinkedIn profile connection
• Social sharing buttons

Business Tools:

• Accounting: QuickBooks, Xero, FreshBooks
• Inventory: TradeGecko, DEAR Systems
• Project Management: Asana, Trello
• Document Signing: DocuSign, HelloSign

Custom API Integration: We can develop custom integrations using REST APIs, webhooks, and Zapier/Make automations for services not listed here. If you use a business tool with an API, we can likely integrate it with your website.

Pricing: Basic integrations: $100-$300 per service. Complex custom integrations: $500-$2,000+ depending on complexity.

Yes, we build websites that comply with WCAG 2.1 Level AA standards, ensuring they are accessible to users with disabilities. This isn't just about compliance—it's about creating an inclusive web experience for everyone.

Our Accessibility Implementation:

• Semantic HTML: Proper use of HTML5 semantic elements (header, nav, main, article, aside, footer) for clear document structure
• Heading Hierarchy: Logical heading structure (H1→H2→H3) that screen readers can navigate
• Alt Text: Descriptive alternative text for all images, icons, and graphics
• Keyboard Navigation: Full website functionality accessible via keyboard alone (no mouse required)
• Color Contrast: Sufficient contrast ratios (4.5:1 for text, 3:1 for large text) for readability
• Form Accessibility: Proper labels, error identification, and clear instructions for all form fields
• ARIA Attributes: WAI-ARIA landmarks and attributes where needed for enhanced screen reader support
• Focus Indicators: Clear visual indication of keyboard focus for interactive elements
• Skip Links: "Skip to main content" links for keyboard and screen reader users
• Resizable Text: Text can be resized up to 200% without loss of functionality
• Readable Fonts: Clear, legible typography with appropriate line spacing
• Link Context: Descriptive link text that makes sense out of context (no "click here")
• Video Accessibility: Captions, transcripts, and audio descriptions where applicable
• No Seizure Triggers: No flashing content that could trigger seizures
• Consistent Navigation: Predictable, consistent navigation across all pages

Accessibility Testing:

• Automated testing with WAVE, axe, and Lighthouse
• Manual keyboard navigation testing
• Screen reader testing (NVDA, JAWS, VoiceOver)
• Color contrast analysis
• Mobile accessibility testing

Accessibility Audits: We can perform comprehensive accessibility audits on existing websites ($500-$1,500) and provide detailed remediation reports with prioritized recommendations.

Why Accessibility Matters:

• Legal Compliance: Avoid discrimination complaints and potential lawsuits
• Inclusive Design: Ensure everyone can access your content and services
• SEO Benefits: Many accessibility practices improve SEO
• Better UX for All: Accessibility improvements benefit all users, not just those with disabilities
• Larger Audience: 15-20% of the population has some form of disability
• Brand Reputation: Demonstrates social responsibility and inclusivity

We take website performance seriously and implement comprehensive optimization techniques to ensure fast loading times [web:8]. Speed isn't just about user experience—it directly impacts SEO rankings and conversion rates.

Our Performance Optimization Strategy:

Image Optimization:

• Compression to reduce file sizes (70-85% quality maintains visual appearance)
• WebP format conversion for modern browsers with JPEG/PNG fallbacks
• Lazy loading - images load only when scrolling into view
• Responsive images - serve appropriate sizes for different devices
• Sprite sheets for multiple small graphics
• SVG format for logos and icons

Code Optimization:

• Minification of CSS and JavaScript files (remove whitespace and comments)
• CSS and JavaScript file concatenation (combine multiple files)
• Removal of unused CSS (PurgeCSS)
• Defer/async loading of non-critical JavaScript
• Critical CSS inlining for above-the-fold content
• Database query optimization

Caching Strategy:

• Browser caching (leverage browser cache for returning visitors)
• Page caching (serve static HTML instead of generating pages dynamically)
• Object caching (Redis or Memcached for database queries)
• CDN caching (distribute content globally)
• Opcode caching (PHP OPcache)

Server Optimization:

• HTTP/2 or HTTP/3 protocol support
• Gzip or Brotli compression
• Keep-Alive connections
• PHP 8+ for improved performance
• Dedicated or VPS hosting (not shared hosting for high-traffic sites)
• SSD storage instead of HDD

Content Delivery Network (CDN):

• Cloudflare, StackPath, or KeyCDN integration
• Serve static assets from edge servers closest to users
• Reduced latency for global audience
• DDoS protection included

Database Optimization:

• Regular database cleanup and optimization
• Remove post revisions, spam comments, and transients
• Index optimization for faster queries
• Pagination for large data sets

Performance Monitoring:

• Google PageSpeed Insights tracking
• GTmetrix monitoring
• Core Web Vitals monitoring (LCP, FID, CLS)
• Real user monitoring (RUM)
• Monthly performance reports

Performance Goals:

• Page load time under 3 seconds on standard connections
• Google PageSpeed score of 85+ (mobile and desktop)
• Core Web Vitals in "Good" range
• Time to First Byte (TTFB) under 600ms

Performance Audits: We offer comprehensive performance audits ($300-$600) for existing websites with detailed recommendations for improvements.

Yes, we offer several types of discounts to make our services more accessible to different organizations and clients.

Discount Programs:

• Non-Profit Organizations: 15% discount on all web development services for registered charities and non-profits (proof of status required)
• Startups: Special startup packages with reduced rates for businesses less than 2 years old
• Educational Institutions: 10% discount for schools, colleges, and universities
• Veterans & First Responders: 10% discount for military veterans, police, firefighters, and paramedics

Bundle Discounts:

• Save 10% when combining website development with SEO services
• Save 15% when bundling website + hosting + maintenance
• Save 20% on additional websites (multi-site discount)

Service Discounts:

• Annual Maintenance Plans: Save 10% when paying annually vs. monthly
• Prepaid Hours: Purchase support hour blocks at discounted rates (10-hour block: 5% off, 25-hour block: 10% off)
• Long-term Contracts: Multi-year agreements receive custom pricing

Referral Program:

• Receive $100 credit for each successful client referral
• Referred clients receive $50 off their first project
• No limit on referral credits
• Credits can be applied to any service or used for account credit

Seasonal Promotions:

• New Year specials (January)
• Spring website refresh promotions (March-April)
• Summer e-commerce promotions (July)
• Black Friday/Cyber Monday deals (November)
• Year-end specials (December)

Early Payment Discount: Pay your invoice within 7 days and receive a 2% discount on your final payment.

Multi-Year Client Loyalty: Clients working with us for 2+ years receive priority support, special rates on new projects, and exclusive early access to new services.

How to Apply Discounts: Mention any applicable discounts during your initial consultation. Discounts cannot be combined unless specifically stated. We require verification for non-profit, educational, veteran, and startup discounts.

Yes, there are ongoing costs to maintain a website, but we keep them transparent and affordable. Think of your website like a car—there are purchase costs and ongoing maintenance costs [web:8][web:11].

Essential Ongoing Costs (Required):

• Domain Name Registration: $15-30 CAD per year
  • Annual renewal to keep your domain name
  • Price varies by extension (.com, .ca, .net)
  • Can be paid directly to domain registrar or through us
• Web Hosting: $15-60 CAD per month ($180-720/year)
  • Server space to store your website files
  • Includes bandwidth, email accounts, backups
  • Higher traffic sites need more robust hosting
  • E-commerce sites typically need $30-60/month hosting
• SSL Certificate: Usually included with hosting
  • Ensures secure HTTPS connection
  • Required for e-commerce
  • Most hosts provide free SSL certificates

Highly Recommended Costs:

• Website Maintenance: $99-299 CAD per month
  • Regular WordPress, theme, and plugin updates
  • Security monitoring and malware scanning
  • Daily/weekly backups
  • Technical support
  • Performance optimization
  • Emergency support for critical issues

Optional Ongoing Costs:

• Premium Plugins/Themes: $0-200 CAD per year
  • Annual renewals for premium features
  • Only if your site uses premium tools
  • Includes updates and support
• SEO Services: $299-999 CAD per month
  • Ongoing optimization and content
  • Ranking improvements
  • Competitive advantage
• Content Updates: $50-150 CAD per hour (as needed)
  • If you need help adding content
  • Blog post creation
  • Page updates
• Email Marketing: $10-300 CAD per month
  • Mailchimp, Constant Contact, etc.
  • Based on subscriber count
• Stock Photos: $10-50 CAD each or $29-99/month subscription
  • If you need professional images
  • Shutterstock, Adobe Stock, etc.

E-commerce Additional Costs:

• Payment Processing Fees: 2.9% + $0.30 per transaction (typical)
  • Charged by Stripe, PayPal, Square
  • Not charged by us—goes to payment processor
• Shipping Labels: Varies by carrier and package size

Typical Annual Costs Summary:

• Minimum (DIY maintenance): $195-390/year (domain + hosting)
• Recommended (with maintenance plan): $1,383-3,978/year (domain + hosting + basic maintenance)
• Full Service (with SEO): $4,971-12,378+/year (everything + ongoing SEO)

Can You Manage It Yourself? Yes, you can handle domain and hosting yourself and update your own content. However, many clients find our maintenance plans valuable for peace of mind, knowing their site is secure, backed up, and professionally maintained.

We can bundle many of these costs into convenient monthly packages, making budgeting easier. All costs are clearly outlined before you commit, with no surprise fees.

Our support response times vary based on your maintenance plan level and the urgency of the issue. We prioritize based on impact to your business.

Response Time Guarantees by Plan:

Basic Maintenance Plan ($99/month):

• Emergency: 4 hours (site completely down, security breach)
• High Priority: 12 hours (major functionality broken, forms not working)
• Normal Priority: 24 business hours (general support, minor issues)
• Low Priority: 48 business hours (enhancement requests, questions)

Standard Maintenance Plan ($199/month):

• Emergency: 2 hours (site completely down, security breach)
• High Priority: 6 hours (major functionality broken)
• Normal Priority: 12 business hours (general support)
• Low Priority: 24 business hours (minor requests)

Premium Maintenance Plan ($299/month):

• Emergency: 1 hour (site completely down, security breach)
• High Priority: 3 hours (major functionality broken)
• Normal Priority: 6 business hours (general support)
• Low Priority: 12 business hours (minor requests)

No Maintenance Plan:

• Emergency: 24-48 hours ($150/hour emergency rate)
• All Other Issues: 3-5 business days ($100/hour standard rate)
• No guaranteed response times

Issue Priority Definitions:

• Emergency (P1): Website completely down, inaccessible, or security breach. Critical e-commerce functionality broken (cannot process orders). Significant data loss. Public-facing errors affecting all users.
• High Priority (P2): Major functionality not working (contact forms, search, shopping cart). Performance severely degraded. Affecting large portion of visitors. Payment processing issues.
• Normal Priority (P3): Minor functionality issues. Display problems on specific pages. Content updates needed. Plugin conflicts. Questions about using features.
• Low Priority (P4): Enhancement requests. Design tweaks. Feature suggestions. General questions. Training requests.

Support Availability:

• Business Hours: Monday-Friday, 9:00 AM - 6:00 PM EST
• Emergency Support: 24/7/365 for Priority 1 (Emergency) issues only
• Email Support: support@smartersweb.tech (monitored 24/7)
• Phone Support: +1 (825) 451-1175 (business hours, emergency voicemail monitored 24/7)
• Client Portal: Submit and track support tickets online anytime

Response Time vs. Resolution Time: Response time is how quickly we acknowledge your request and begin working on it. Resolution time varies based on complexity—simple fixes may be resolved in the initial response, while complex issues may take longer. We provide estimated resolution times once we've assessed the issue.

What Happens After You Contact Us:

1. Automatic ticket confirmation sent immediately
2. Initial response from support team within guaranteed timeframe
3. Assessment and diagnosis of the issue
4. Estimated resolution time provided
5. Regular updates on progress for complex issues
6. Notification when issue is resolved
7. Follow-up to ensure satisfaction

Escalation Process: If you're not satisfied with response time or resolution, you can escalate to our support manager at any time. Premium plan members have direct access to senior developers for complex issues.

Yes, comprehensive training is included with every website project. We ensure you feel confident managing your website independently.

Training Included in All Projects:

• Live training session (1-2 hours via video call)
• Recorded session for future reference
• Custom training documentation specific to your website
• Screen recordings demonstrating common tasks
• Email support for training questions during support period

Standard Training Topics Covered:

1. WordPress Dashboard Basics:

• Navigating the WordPress admin area
• Understanding the dashboard layout
• Customizing your admin experience
• User roles and permissions

2. Content Management:

• Creating and editing pages
• Adding and managing blog posts
• Using the page builder (if applicable)
• Formatting text and content
• Creating internal links
• Categories and tags organization
• Scheduling posts for future publication

3. Media Management:

• Uploading images and documents
• Image editing and optimization
• Creating photo galleries
• Managing media library
• Adding alt text for accessibility and SEO
• Embedding videos (YouTube, Vimeo)

4. Menu and Navigation:

• Creating and editing navigation menus
• Adding dropdown/sub-menus
• Managing footer menus
• Reordering menu items

5. Plugins and Features:

• Overview of installed plugins
• How to update plugins safely
• When to contact us about plugins
• Using specific features unique to your site

6. SEO Best Practices:

• Writing SEO-friendly titles and meta descriptions
• Using headings properly (H1, H2, H3)
• Optimizing images for SEO
• Creating search-friendly URLs
• Internal linking strategies

7. Security Awareness:

• Password best practices
• Recognizing phishing attempts
• When to contact support
• Backup awareness
• What NOT to do (common mistakes)

E-commerce Specific Training (for online stores):

• Adding and managing products
• Product categories and attributes
• Managing inventory and stock
• Processing orders
• Managing customer accounts
• Creating coupons and discounts
• Viewing sales reports and analytics
• Shipping settings and tax configuration
• Payment gateway management

Advanced Training Topics (Available on Request):

• Advanced page building techniques
• Custom post types (if applicable)
• Form builder customization
• Email marketing integration
• Google Analytics interpretation
• Conversion optimization strategies

Training Delivery Methods:

• Live Video Sessions: Scheduled at your convenience via Zoom or Google Meet
• Screen Recordings: Watch and re-watch demonstrations
• Written Documentation: Step-by-step guides with screenshots
• Video Tutorials: Custom videos for your specific website
• In-Person Training: Available for local Calgary clients (additional fee)

Additional Training Services:

• Additional Training Sessions: $100/hour for extra training beyond included session
• Team Training: Training multiple team members ($150/hour for groups)
• Refresher Training: Schedule follow-up sessions months later as needed
• Custom Tutorials: Specific video tutorials for unique workflows

Ongoing Training Support:

• Training questions included in maintenance plans
• Access to video tutorial library
• Regular WordPress tips and best practices via email
• Webinars and group training sessions (for maintenance clients)

We understand everyone learns differently, so we adapt our training approach to your comfort level and technical experience. No question is too basic—we're here to help you succeed!

We have comprehensive protocols in place to quickly address security incidents and website issues, minimizing downtime and protecting your business.

If Your Website Gets Hacked:

Immediate Response (for Maintenance Plan Clients):

1. Detection & Alert: Our security monitoring detects the breach and alerts us immediately (often before you notice)
2. Site Isolation: We immediately take the site offline or put it in maintenance mode to prevent further damage and protect visitors
3. Assessment: Determine the extent of the breach, what was compromised, and how the hackers gained access
4. Backup Restoration: Restore your website from the most recent clean backup
5. Malware Removal: Thoroughly scan and remove all malicious code, backdoors, and infected files
6. Security Hardening: Patch the vulnerability that was exploited, update all software, change passwords, and implement additional security measures
7. Testing: Thoroughly test website functionality before bringing back online
8. Monitoring: Enhanced monitoring for 30 days post-incident
9. Documentation: Provide detailed incident report of what happened and steps taken

Timeline: Most security incidents are fully resolved within 2-12 hours depending on severity. Critical sites (e-commerce) receive priority treatment.

If Your Website Breaks:

Common Causes:

• Plugin conflicts after updates
• Theme compatibility issues
• PHP version incompatibilities
• Server configuration changes
• Corrupted files
• Database errors
• Human error (accidental deletions)

Our Resolution Process:

1. Rapid Assessment: Identify the cause of the problem through error logs, diagnostics, and testing
2. Temporary Fix: If possible, implement a quick workaround to restore basic functionality
3. Full Resolution: Apply proper fix to resolve the root cause
4. Testing: Verify all functionality works across devices and browsers
5. Prevention: Implement measures to prevent recurrence

Backup & Recovery:

• We maintain multiple backup copies (daily, weekly, monthly)
• Off-site storage ensures backups survive server failures
• One-click restoration capability
• Can restore entire site or specific elements (database only, files only, specific pages)
• Backup retention: 30 days (Standard) or 60 days (Premium)

For Non-Maintenance Clients:

• Emergency support available at $150/hour
• Response time: 24-48 hours (not guaranteed)
• If you don't have recent backups, recovery may be limited or impossible
• Malware removal: $300-$800 depending on severity
• We strongly recommend having a maintenance plan to prevent and quickly address these issues

Prevention is Key:

• Our maintenance plans include proactive security to prevent breaches
• Regular updates prevent most vulnerabilities
• Security hardening makes exploitation difficult
• Monitoring detects issues early
• Regular backups ensure quick recovery if needed

Data Loss Protection:

• With our backup system, data loss is extremely rare
• Worst-case scenario: may lose up to 24 hours of changes (time since last backup)
• Premium plans have hourly backups available
• Database backups separate from file backups for added protection

Communication During Incidents:

• Immediate notification when we detect issues
• Regular status updates during resolution
• Notification when issue is fully resolved
• Post-incident report explaining what happened and prevention steps taken

The best approach is prevention through proactive maintenance. Our maintenance plans dramatically reduce the likelihood of security breaches and website failures.

Yes, website backups and recovery are core components of our maintenance services. We ensure your website can always be restored quickly in case of any problems.

Backup Services Included in Maintenance Plans:

Basic Plan ($99/month):

• Weekly automated backups
• 30-day backup retention
• Off-site secure storage
• Full site backups (database + files)
• Manual backup on request (1 per month)

Standard Plan ($199/month):

• Daily automated backups
• 30-day backup retention
• Off-site secure storage in multiple locations
• Pre-update backups before any changes
• Manual backups on request (unlimited)
• Priority restoration service

Premium Plan ($299/month):

• Daily automated backups
• 60-day backup retention
• Multi-location off-site storage
• Pre-update backups
• Incremental backups (captures changes more frequently)
• Database and file backups stored separately
• Staging environment with separate backups
• Instant restoration capability

What Gets Backed Up:

• Complete WordPress database (all content, posts, pages, settings)
• All website files (themes, plugins, uploads)
• Media library (images, documents, videos)
• Configuration files
• Email accounts (if on our hosting)

Backup Storage & Security:

• Encrypted backup files for security
• Off-site cloud storage (separate from your hosting server)
• Geographic redundancy (backups in multiple data centers)
• Compliant with Canadian data sovereignty requirements
• Regular backup integrity testing to ensure they work

Recovery Services:

Full Site Restoration:

• Complete website restoration from backup
• Timeline: 1-4 hours depending on site size
• Included in maintenance plans
• $100-300 for non-maintenance clients

Partial Restoration:

• Restore specific pages or content
• Database-only restoration
• Files-only restoration
• Selective recovery to preserve recent changes

Emergency Recovery:

• 24/7 emergency restoration service
• Priority handling for critical sites
• Can restore to temporary domain while fixing issues
• Minimal downtime approach

Backup Testing:

• Quarterly backup restoration tests
• Ensures backups are working properly
• Verified restoration procedures
• Documentation of successful recovery

Standalone Backup Services (No Maintenance Plan):

• Basic Backup Service: $25/month - Weekly backups, 30-day retention
• Standard Backup Service: $50/month - Daily backups, 30-day retention
• Premium Backup Service: $75/month - Daily backups, 60-day retention, priority restoration

One-Time Services:

• Manual Backup: $50 per backup
• Backup Setup: $150 (configure automated backup system)
• Emergency Restoration: $150-500 depending on complexity and urgency

Client Access to Backups:

• Request backup copies anytime
• Download backups for your own storage
• Backup schedule customization available
• Backup notifications (optional)

Best Practices We Follow:

• 3-2-1 backup rule: 3 copies, 2 different media types, 1 off-site
• Automated backups eliminate human error
• Version control to restore to any point in time
• Regular testing ensures reliability
• Clear documentation of backup procedures

What Backups Don't Cover: Email stored on third-party services (Gmail, Outlook), content on social media platforms, external integrations and services, and DNS settings (recorded separately). We recommend documenting your full technology stack including external services.

Don't wait until disaster strikes—proactive backup strategies are essential insurance for your online presence. Contact us to set up proper backup and recovery systems for your website.