Standard support is included for all clients in the first year of service, except for clients on the Intro CS plan. 9o9Designs support is optional beyond the first year of service. If the client has opted for "No Support", the General support plan will apply, if needed. Below details the services that are included with each level of support:
General Support
All 9o9Designs clients have General Support. General Support covers system malfunctions and required security updates. For example, if running WordPress CMS on your website, WordPress updates are included with Standard Support however, if critical WordPress patch must be installed, it will be applied with General Support. Any server or application critical program fix or update that is required to keep the website active are included with General Support. General Support includes:
- Programming bug fix
- Software patch
- PHP version updates, if needed
- WordPress Updates, if applicable*
- Monthly System backup
*WordPress update are performed only for critical fixes
Standard Support
Standard support covers content management needs. Standard support includes everything in General Support in addition to the following:
- WordPress Updates, if applicable
- Compliance Updates
- Color Changes
- Image Changes
- Video Changes
- Content addition, removal or modification
- Chat and phone support
Extended Support
Extended Support is for the creation of digital assets and content. This is separate from marketing packages and covers one-off content creation needs. Extended Support is limited to the number of hours allotted in the client's active support plan. Extended Support includes everything in General and Standard, in addition to the following:
- Video Creation
- Feature Creation or Enhancements
- Social Media Post Creation
- Blog Post Creation