Free Support vs. Paid Customizations
In our experience, misunderstandings often arise between clients regarding the distinctions between support and customizations included in our services. We want to ensure you have a clear understanding of what you can expect from us.
What is Free Support?
We are pleased to offer free support to clients who renew their plans with us. This support is designed to assist you in troubleshooting existing features that are part of the default system and are not caused by user error.
Key Points About Free Support:
- Scope of Support: Free support is limited to resolving issues related to features that function as intended without user intervention. Our team is here to help you navigate any challenges that arise within this scope.
- Response Times: We strive to respond to support inquiries promptly, typically within 24-48 hours. Your satisfaction is our priority!
- Accessible Channels: You can reach out for support via various channels, including CRM Portal, WhatsApp, or Email.
Examples of Free Support Requests
To help you recognize situations that qualify for free support, consider the following examples:
- Content Display Issues: You uploaded content to the editor, but it appears incorrectly on the website.
- Functionality Failures: An image upload feature that was working correctly yesterday has suddenly stopped functioning.
- Login Problems: You can’t access your website Admin panel, and no changes were made to your password or settings.
- Missing Elements: The sliding banners on your homepage have disappeared for no apparent reason.
- Contact Form Malfunctions: You are no longer receiving emails from your website’s contact form, despite it working fine before.
What Are Customizations?
Customizations refer to any changes, additions, or modifications made to existing designs or features that fall outside our free support offerings. These requests are typically subject to additional charges.
Examples of Customization Requests (Charged Extra)
To clarify what constitutes a customization, here are some examples that will incur extra charges:
- Design Modifications: “I would like to change the button color to a different shade.”
- Image Adjustments: “My visitors have commented that these five images need updating; please change them.”
- Layout Changes: “Could you move the logo from the left side to the center of the page?”
- Content Removal: “I wish to remove a specific section from the homepage.”
- Functionality Enhancements: “Please add a feature that allows me to receive email notifications.”
- New Forms: “I need to add a new contact form to this existing page.”
- Plugin Issues: “My website isn’t functioning correctly after I updated the plugins on my own or installed new plugins.”
- Content Management: “I want to add, edit, or remove a new banner, image, content, page, or link.”
Important Notes
To ensure a seamless experience, please keep the following points in mind:
- Web Design Integrity: The fundamental nature of web design dictates that if you do not tamper with the website’s functionality, everything should operate smoothly. Respecting the integrity of the code is essential.
- Hosting Provider Responsibility: Issues such as emails not functioning or websites being inaccessible are typically related to server problems and fall under the jurisdiction of our hosting provider. We recommend reaching out to them for assistance with these matters.
- Plugin Updates: If you wish to update plugins in your CMS, please contact us for a double-check before implementing any changes. Updating plugins without verification can lead to significant disruptions in your website’s functionality.
- Regular Content Management: Regularly adding content through the designated content management system (CMS) without altering HTML or existing elements will keep everything running smoothly.
- Avoiding Code Tampering: We advise against modifying any code or settings that you are unfamiliar with. If you have any doubts, please reach out to us for guidance.
- Backup Reminder: Always BACKUP your website before making any changes. This precaution ensures you can revert to a previous version if anything goes awry during updates or changes.
Extended Warranty / Support
For clients whose free support period has expired but wish to continue receiving assistance, we offer extended warranty options. Please note that this coverage is limited to the support issues mentioned above and does not include customizations or new features.
Our Rates for Extended Warranty/Support:
- On-Demand Support: RM 300 per hour
- A minimum charge of one hour will apply for issue investigation. After assessing the situation, we will provide an estimate of the hours needed to resolve the issue. The actual time required may vary, and customers will be responsible for the full amount.
- Monthly Support: RM 450++ per month
- All payments for extended warranty must be made on a prepaid basis, with a minimum commitment of two years.
Final Considerations
- Understanding Your Needs: Before submitting a support or customization request, consider whether your issue falls under free support or requires customization. This clarity can save you time and ensure you have realistic expectations.
- Documentation: Maintain a record of any changes or issues you encounter. This documentation can be invaluable when seeking support or discussing customizations.
- Client Responsibility: As a client, you are responsible for ensuring that your website’s content and operations comply with all relevant laws and regulations. We are not liable for any illegal activities conducted through your website.
- Proactive Communication: If you’re unsure whether an issue falls under free support or customization, please don’t hesitate to reach out to us for clarification. We are here to help!
By understanding the distinctions between free support and paid customizations, you can effectively navigate your experience with our services. If you have any questions or need further clarification, please reach out to us—we’re just a message away!