Support or paid assistance?
Free System Support
The Content Management System (CMS) maintenance, repair and security updates are included in the monthly hosting fee. All technical CMS maintenance requirements, such as software, script issues, or upgrades, are included in the monthly hosting fee.
Changes, edits and assistance with the content of your website are paid services.
We offer content assistance at our hourly technical services rate for those who do not wish to edit their own website. Paid assistance covers edits or additions to content, search engine optimization edits or any graphic inserts or changes, etcetera beyond the initial website setup.
Paid Assistance
You can purchase incremental time blocks of our technical services that you use as needed. These blocks of time are credited to your account and never expire.
Paid Assistance or a Support Request?
How does Robert Maxim judge whether the help request is a paid assistance or a free support request?
We ask ourselves the following questions:
- is the request related to a problem or 'bug' with the system? (free support)
- is the request a 'how to' question? (further info needed)
- is the request question not covered in the help or FAQ information provided or the information needs clarification (free support),
- is the request for assistance regarding a topic documented in the help or FAQ information provided on the website? (paid assistance),
- is the request for us to add or edit content? (paid assistance).
Bottom Line
Basically we want to provide service that will be considered fabulous. But we also want to remain in business so that we can continue to provide that fabulous service.
If you have a technical problem with our system we will do everything we can to help at no cost to you. If you need assistance using the system we will provide guidance with instructions or information. From your questions we build our "manuals" and "How-to" guides that help everyone. If you want us to 'perform' or do the content work for you the help request then becomes a paid assistance service request.
-> What you get
