Support > Help > FAQs > Maintenance Support : FAQs
Maintenance
Do you provide web site maintenance on a retainer or with an agreement?
Yes. GlobalSpex offers maintenance on a retainer, meaning you get high priority in web maintenance and pay a monthly fee for regular web update and change services. This service can be charged for an hour’s worth of time per month to three hours.
Do I need a maintenance agreement?
- If you have a busy website or you are too busy, you might want to consider hiring GlobalSpex to perform regular changes and updates to your website.
- Keeping your website content fresh and current is a key to return viewers and search engine rankings.
- Those with maintenance agreements and retainers get Preferred status ahead of those without agreements.
Contact us for your maintenance agreement. Do you provide updates and changes on a per occurrence basis?
Yes. If you have just a small website and only need a few changes a year, you can call us whenever you need us.
Do you have a standard web maintenance contract?
Yes. There are two contracts. One for customers on a retainer and another for those requesting changes when they need them.
How long does it take before my change request has been completed?
Most requests are completed within 72-hours during regular business hours, Monday - Friday, 9 - 5pm.
What does maintenance include?
- Update text on existing web pages.
- Update images (if the original PhotoShop or paint shop pro file still exists) on existing web pages.
- Fix minor store errors or minor editing of scripting and programming
- Answer customer questions/comments about the website
- For e-commerce sites, update, edit, delete, and add online products
- Provide consultation service for any projects that impact the website and/or projects.
- Provide disaster recovery from backup and maintain a current file library of all assets, graphics, source code and revision history for your website.
- Communicate with hardware engineers, hosting customer support, and other affiliate service entities.
How can I get on a maintenance retainer or agreement?
Call us and we will send you our maintenance prices and a contract. It’s that easy. Once you are setup, if you are not already a client, we will need access to your web server.
How much do you charge for maintenance?
For those not already clients or sites that GlobalSpex did not design, a setup fee will be included. After that we charge by the half hour.
Maintenance
time is non-cumulative. In other
words, if you do not use the
time in the current month, it
does not carry over to the next
month.
What is your minimum charge?
We bill in by the half hour and then in increments of 15 minutes.
What if I go over the half hour minimum?
If the time exceeds the half hour by a fifteen minutes, then we charge for the complete hour.
While under a maintenance
contract we keep track of the
time we use per month and notify
you after each invoice of your
remaining and used time. Once
the hours are used up, they are
considered gone regardless of
the term.
I have a site created by another company, can you still provide maintenance?
We can provide regular maintenance for your company. A small setup fee will be included after that, we would only need access to your web server.
Can I cancel my contract at any time?
You may cancel your Website Maintenance Contract with us at any time, by giving us 15 days written notice, provided that payment is up-to-date.
What if there are corrections needed after the change has been made?
In the event of a fault with your web hosting service or server, we will initiate an inquiry into the service disruption within 24 working hours of the fault or support issue being reported or observed.
If there was an error on our part, you must notify us within 48 hours.
If there was an error on your part, we will have to charge additional for the time needed to correct.
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