Zen Ideas Support Policy

The objective of our support services is to facilitate the resolution of client concerns and problems as quickly as possible.  Although you have received our web training and are capable of managing your website in house, we would like to be part of your team and provide you with on-going support services to assist you in operating your business.

The below outlines our website managed services and our support policy.

Type of support Zen Ideas provides:

  • Issues or problems with your website not performing as expected. (i.e., seeing blank pages, pages are not displaying as expected,
  • Teaching how to edit and add pages.
  • Teaching how to edit and add posts.
  • Teaching how to upload and edit images and files.
  • Teaching how to upload and edit sliders.
  • Installing new plugins.
  • Consultation and training on the uses of a website.
  • Google analytics, SEO-related content.

Requests Estimate Over 2 hours

If you have web enhancement/improvement to make that takes more than 2 hours because of the size and nature of work, we advise you on any requested work and provide a proposed approach, time/cost estimate in a scope of work.

Cost

We charge $175 per hour or for all support services. We do not charge you for fixing something broken due to on our part.

We do our best to fix any issues that you may encounter as quickly as possible, but we charge for the ones we don’t cause. The following are the common problems that we charge you for fixing.

  • WordPress core file update: This sometimes results in causing a website break.
  • Plugin file update: This sometimes results in causing a website break.
  • Theme file update: This sometimes results in causing a website break.
  • Content update
  • Integrated Third Party APIs: Website issues may be caused by changes to the third party APIs (i.e., Google Tag Manager, Twitter, Instagram, Constant Contact, etc), which would result in maintenance to the website. Issues caused by or in combination with new or updated third-party software will not be considered errors and omissions.

Support Hours

  • We monitor for requests from 8:00 a.m. to 5:00 p.m. EST every day. Our response to non-emergency may delay during holidays and weekends.
  • Support Monday to Friday can take up to 24 hours and Saturday and Sunday can take up to 48 hours.