Support Period / Warranty

Post-Website Launch

If it breaks, we’ll fix it.

The best way to think of your support period is like a car warranty. If anything on your website breaks under normal use, we’ll fix it at no cost. If the issue is caused by your interference with the source code, administrative settings, or plugin tampering (including instances where you add or remove plugins), then we cannot fix it for free. Here’s a complete list of things that will void our warranty:

  1. Adding, deleting, or altering website code, including HTML, CSS, PHP, JavaScript, etc
  2. Adding or removing a theme, plugin or script
  3. Tampering with plugin/administrative settings
  4. Changing settings of anything within cPanel
  5. Any customization to the website that was not apart of the original design/build
  6. Malware/security-breach/hack
  7. Losing website access or files due to unpaid hosting / domain subscriptions

If you are simply editing content in your admin dashboard such as text, pictures, videos, sliders, etc within your website- and something breaks on the frontend- you are entitled to free support during this period.

If a user from your site reports glitches/bugs and we can identify the same issue, we will fix it at no cost (assuming the rules above have not been violated)


How to report an issue

If you notice something that does not match the original design/build, please report it to us with the following protocol:

  • Describe the issue.
  • Send us the URL of the page where it’s occurring.
    • If it’s occurring site-wide, please inform us it’s a Global issue.
  • Send a picture, video, or screenshot of the issue.
  • Please send it to brandon@solitude.agency

Timeframe

Your warranty begins immediately after your website goes live on your domain. Please check your Proposal for the length of time which our Warranty will cover. After this period expires, support is no longer free, and standard rates will apply.

If your warranty expires before we fix an issue that you have already addressed, we will still fix it as long as you made us aware within the warranty’s guaranteed timeframe.


Editing text, pictures & videos on your website

If you’re unfamiliar or uncomfortable with the WordPress admin dashboard, we will show you how to edit the content of your website (text, pictures, videos, etc).

Training can be conducted in video conference meetings, or via screen recording (your preference).

Training is not scheduled by default. If you would like to receive training on something specific, please reach out to us.