Frequently Asked Questions
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We've been building websites since 1999 and in that time have gained a vast amount of experience and knowledge. We crafted this FAQ page to answer many of the frequently asked questions we get asked.
Website Projects Questions
Yes, you will own the website. If you decide to have your own admin manage your website, you have full ownership and right to change whatever you’d like. If you sell your business, the website goes with it. You don’t need our permission. But, I cannot transfer ownership of proprietary code like WordPress (open-source), plugins, source code, and stock photos. You also cannot take this website and sell it as is to others.
Since we primarily work with a content management system, you are free to add pages after we provide the beta to your website. Please know that additional pages can change the focus of the website and we can offer our best recommendations after the website is live. If you’d like to incorporate these pages during development, there might be additional expenses.
No, you do not. We recommend our premium hosting so we can help monitor your website; for example, malware, backups, and security. If you want to host elsewhere, no problem, we can send you links to preferred hosting companies.
We guarantee that your site will be created for you in a timely manner, not only will it be aesthetically pleasing but it will also be very intuitive to use. Our design team will work with you every step of the way to ensure that you are 100% satisfied with every aspect of your website. Only then will we proceed with the next step of creating your online presence.
WordPress is open source content management software and currently powers around 25% of all websites on the Internet. The project is contributed to by tens of thousands of developers all over the world and is growing from strength to strength. WordPress allows us to develop flexible and customizable websites to modern standards and observes web development best practices. Furthermore, the community of web developers that use WordPress reaches far and wide and allows us to tap into this collective intelligence and bring that wealth of experience to your project.
Provided you subscribe to one of our ongoing website care plans, we will be your first point of call should something go wrong with your website. We will determine whether it is something that is covered by your website care plan or if we need to discuss an additional maintenance fee. We will provide training and video tutorials to assist you in using your website once it is launched.
If you locate a site that you like feel free to mention it to us. We will take this into consideration for your website. We are flexible and willing to do what it takes to make you a satisfied customer. If you find features from other websites that you want to incorporate during the beta phase or after, we’ll need to review the agreed deliverables for changes and additional costs. What we cannot do is copy the website.
Once your website is launched, we will provide 30 days of support to make sure any bugs have been ironed out and that you are confident using your new website. After this, you will need to subscribe to one of our ongoing website care plans to make sure your website is looked after and maintained. These website care plans include updating your software, regular backups, security checks, and making sure your website is online and open for business 24/7/365. More information on our website care plans is available upon request.
Depending on the requirements of your website, we may use some third-party software that requires an annual or one-time licensing fee. The total cost can be up to $500/year. Subscribers to our Website Care Plans will not be responsible for these fees (with a few exceptions for premium plugins), as they are included with the plans under our agency licensing. If you choose not to subscribe to one of our website care plans, then you will be responsible for maintaining these licenses. We offer a reduced rate for these licenses for $150/year.
The time it takes for your website to appear on page 1 of Google depends on a number of factors. It depends on the search phrase people are using to find your website and the number of other websites that are also available for those search phrases. Nobody can truly say how long it will take for your website to appear at the top of search engine results pages (including people who actually work for Google), however, there are a number of factors that can improve your chances. Building your website on WordPress is a good start as WordPress has some great Search Engine Optimisation fundamentals built-in. Creating unique and interesting content on a regular basis for your website is also critical to increase your visibility amongst search engines. Launching your website and then forgetting about it is a surefire way to get lost amongst the noise.
We are happy to talk to you more about your search engine strategy if we haven’t already.
We will install Google analytics software on your new website and show you how to log into your Google Analytics account where you can see a wide range of statistics about your website including the number of visits, page views than the amount of time people are spending on your website.
Once you subscribe to one of our website care plans you will also receive a more detailed analysis of your website performance and recommendations on how to improve.
Whilst we like to be flexible and responsive to your needs, we also like to deliver what we promise within the time frames and budgets we have allowed. If you ask us to add new features to your website while we are building it, will most likely ask why? If we all agree that your new request will help us achieve our objectives then we will be more than happy to oblige. If your new feature is something you would like to add to your website but is not directly tied to your original objectives then we will suggest scheduling it for a second iteration of the website once it has been launched. This will require a new proposal.
No, but we would sure appreciate it. It is how others find out about us.
Bluntly, no. If your grandfather is still on Internet Explorer 6, we can't help you. But, most people who visit your website will see your site in all of its glory. We test and support the most current website environments, device sizes, and operating systems.
Web Hosting & Maintenance Questions
Yes, we can maintain your website during a per occurrence request or monthly.
To request support, you need to send an email to [email protected]. Your email will generate a ticket within our support system, and our customer care manager will respond with status updates daily until your request is resolved.
We put together some steps on the best and most efficient methods to request website support.
Included in our support contract, we offer two types of maintenance bundled in the packages.
1. Regular Maintenance
Regular Maintenance would include things such as: updating plugins, updating WordPress core, fixing any hack issues, doing backups, monitoring site speed, etc. This type of maintenance is performed without any intervention from you. On average, we will spend an unmonitored amount of time; usually, this is about 5-10 hours per month performing these regular maintenance tasks.
2. Webmaster Support
Webmaster Support would include custom requests from you such as: adding google analytics, adding a page to your site, liaising with third-party providers, editing photos, etc. Webmaster support is limited to the hours listed on your care plan package, ranging from 1/2 hour to 8 hours per month. Host-Only packages do not include Webmaster Support.
If you need more hours, you can access a special discounted rate of $100 an hour for additional time.
You sure can! Although our plans are created for sites we build or re-design, we welcome clients looking for a long-term relationship with a dedicated webmaster.
First, we will need to do a WordPress website audit to see if you would be suitable for our Care Plans. This WordPress website audit service would be charged at $350. Once the audit is complete, I will suggest a Care Plan that best suits you and your business and how you can proceed. Please email us at [email protected] to tell me more about your situation.
Yes, no problem. If you find that the Care Plan you are on is not suitable for your business, contact us at [email protected], and we will adjust your plan and subscription for the next month.
If you have the WooCommerce addon, then the Executive plan is the lowest option you can downgrade. We do not offer WooCommerce website for Tech plans.
If your website goes down in the improbable event, and it’s hosted with us, we will implement a backup restoration and get your site up and running again as quickly as possible.
If your website is not hosted with us, this falls outside of the Care Plan, and we would need to collaborate with your hosting company to help resolve the issue. This will be charged at the discounted rate of $100 per hour.
Major design changes or large web feature changes are not covered under the Care Plans. If you want large-scale changes to your site, please contact me at [email protected], and we can discuss your requirements.
Some specific examples:
Google Search Console: If there is an error from Google Search Console, you can forward this to us. We'll do our best to check if it is something we can fix in under 5 minutes. Usually, these errors are temporary if it is a major search engine optimization issue that falls outside the care plan purview.
SEO: If you are not part of our SEO Package, we cannot be responsible for how your website performs organically on Search Engines. SEO is a complicated process and requires regular content, research, and analysis. If you are interested in growing your reach organically, please visit our SEO page.
Broken Links: Within your monthly report will include a broken links report. If they are internal links that are broken, we will fix them. If they are external, you will need to provide the correct link, but we will fix it as part of your care plan. This does not apply to Host-Only packages.
We will make regular software and plugin updates to keep your website secure, regularly backup your website, as well as make small content and/or design changes that you have specifically asked for.
We need your login and password to the website so that we can conduct a WordPress website audit. This audit service would be charged at £150. Once the audit is complete, we can discuss which Care Plan is best suited for your business.
We recommend hosting with us, but if you are happy with your hosting company, we can still take care of your website. However, some features of the Care Plans are only available for clients that are hosted with me.
We notice that many cheaper hosts do place restrictions on how backups are made and will limit resources on accounts, which can have a negative side effect during maintenance.
On the first day of each month, we email you a PDF with all the updates we have made for the previous month. This report will detail:
- WordPress core updates*
- Plugin updates*
- Google Analytics overview - If we have a connection to your GA, we can incorporate analytics.
- Broken Links analysis
- Backups completed
- On request, we can provide a report showing the historical maintenance tasks performed on your site for a certain period of time if you need them.
- In terms of custom webmaster requests, you can log in anytime to your support panel and review your tickets for maintenance requests.
Yes, we support WooCommerce, but this extension requires extra maintenance and care just because it is an e-commerce tool. We only support WooCommerce if you are on the Executive Plan or higher plus the Ecommerce Add-On, which includes 1 hour of custom webmaster support in the additional fee to make it fair.
We do not recommend hosting WordPress on windows. WordPress is particularly suited to the Unix operating system, and while Windows does support WordPress, it provides some restrictions in terms of how WordPress operates. As part of your care plan, hosting is included. If you choose to host the website on your own account, we have a list of recommended hosting companies.
On the Tech, Executive, and Partner packages, we offer free hack repair. On all packages, though, we will perform regular scanning of your site to identify if a possible vulnerability is present and in the event your site does actually get hacked.
Note: Many cheaper hosts do not provide server-side protection for your web applications such as WordPress and expect you to use bloated security plugins. JUCRA Digital provides hosting, which includes server-side protection in the form of Cloud Linux OS and Imunify360, so if you need a host with a good security level, please consider using us.
If you host with us, we provide daily offsite backups of your account and offsite backups of your WordPress website. This includes files and database backups. These backups are stored securely in Amazon S3.
If you host yourself, you'll need to request nightly backups of our hosting company. We still backup your WordPress website.
Usually, we don’t count phone time up to 20 minutes. Still, for tracking, efficiency, and clarity, we recommend email correspondence, so if you do phone us and keep us hung up on the phone for 20 minutes at a time, then probably, we will count that as custom webmaster support time which gets deducted from your webmaster time.
Email is by far the best communication medium; however, we understand that “sometimes” it’s not possible to relay things in writing.
NOTE: If you do phone us with a custom request, we will still ask you to submit the request in writing via email.
A lot of what we do is manual work, and we will spend approximately 1-2 hours per month on your site doing the regular maintenance so our package already offers excellent value, so no, the webmaster hours do not roll over or accumulate; they get reset on the 1st calendar day of each month.
Generally, our managed WordPress maintenance is done during normal business hours; however, as part of the plan, we do monitor your site 24/7, so in the event of an issue with your hosting which involves any downtime, we will be on hand to look into it.
All your managed website maintenance is performed and overseen by our US, Brazilian, and Indian teams. This allows quality control over the updates performed and accountability.
Yes, the subscription is monthly, with the option to pay annually for a 5% discount.
After your first six months, your plan reverts to month-to-month. We are all about a relationship with you and your website, so we would hate to see you go, but we know financial needs weigh on many decisions and don’t want to lock anyone in.
To cancel your care plan, we require 30 days' advance notice. You'll need to request a formal cancellation.
If you desire to migrate your website to another web host, we will at your discretion (1) provide you with an administrator login for your WordPress site so a backup can be performed and migrated to the new location, (2) provide you a backup created using an industry-standard WordPress backup system, or (3) perform the website migration for you at our current hourly rate.
Each package is for one standalone, standard WordPress website.
With GlobalSpex, you will be granted access to the following premium plugins using our license keys:
- Beaver Builder Pro
- Gravity Forms
- Gravity PDF
- Advanced Custom Fields
- File Renaming on upload
- SEOPress Pro
- ShortPixel Automatic Image Compressions
- WPRocket Pro
- Usually, some of these licenses attract a hefty monthly/annual fee, so as you can see, being a managed WordPress client, you will save money.
Yes, no problem. If you find that the Care Plan you are on is not suitable for your business, contact us at [email protected], and we will adjust your plan and subscription for the next month.
If you have the WooCommerce addon, then the Executive plan is the lowest option you can downgrade. We do not offer WooCommerce website for Tech plans.
Digital Marketing Questions
We sure can. As part of your project, we can include social media and email marketing services.
As we work hard to make sure your site is Search Engine friendly, we cannot guarantee that your website will show up #1 for your key phrases. There are several factors involved with Search Engine Optimization including who is linking to you, how often you update your website (blogging), your website code, and more.
Search Engine Optimization is all about getting your website higher up in the search results on search engines such as Google. The higher up the results you are the more traffic (and customers) you’re likely to get.
There are many aspects that go into achieving good SEO, and one of the most important is the copy (words) on your website. Focus on well-written, keyword rich and appropriate content is the key.
Yes, we can design a logo for you as well.
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