FAQ

Have a question? Check this out, but feel free to email us info@shugartconnections if we have not answered your question. 

GENERAL QUESTIONS

WHAT SERVICES DO YOU PROVIDE?

We provide website design, website development, WordPress Care plans for existing WordPress websites and PSD to WordPress.

WHAT IS YOUR HOURLY RATE?

Our hourly rate is $75.00 per hour. The cost of projects is based on a number of factors and not by our hourly rate. We take a comprehensive approach to learn about your business needs, your goals and we provide a number of exercises and meetings to determine the full cost of your project.

WHAT'S THE DIFFERENCE BETWEEN WEB DESIGN + DEVELOPMENT VS. WEB DEVELOPMENT?

The main difference in web design + development vs. web development is that in web development all of the designs are given to us prior to development. In this scenario, we have not done the designs and are only implemented what we are given into a custom WordPress Genesis Child Theme. The process is basically the same except that we will exclude the design phase in a pure development project.

WHAT TYPES OF BUSINESSES HAVE USED YOUR SERVICES?

The Shugart Connections family is very diverse. We specialize in small and medium-sized businesses from all types of industries. We pride ourselves on getting to know you, your industry, industry leaders and how we can give you the advantage you need in such a competitive market.

WHAT IF I ONLY NEED A LANDING PAGE?

No project is ever too small or too large for us. There are many times where launching a landing page first just makes sense. All journeys have a starting point and sometimes you need to get your name out there first. This way you can begin to build an audience, build a client list and build your social engagement.

DO YOU SPECIALIZE IN SOCIAL MEDIA?

Social media is an ever-increasing and important part of any business model. We can help in understanding the basics of social media, how it works, and how to create greater brand engagement. By no means are we the experts, but we have the knowledge to properly guide you and implement ways to increase and drive web traffic from social media sites to your website.

SUPPORT QUESTIONS

HOW IT WORKS?

Our WordPress Care Support plans come in two packages (Plus & Premium). Our WordPress Care Plus plan ($49.00 per month) is our most popular, but it is not for everyone. This plan is more geared to smaller businesses while our WordPress Care Premium is for slightly larger businesses. The difference comes down to the traffic your website receives, whether or not your business is an e-commerce capable, the number of additional plugins to run your business and much more. We will talk about this more in-depth and will recommend the right package for you.

WHY DO I NEED A WORDPRESS CARE PLAN?

We have just launched your new website, which can be your biggest investment. We highly recommend that you protect your investment. Our interests will always be in you and the success of your business. We feel that you know your business better than we do, so you should focus on growing your business while we maintain the backend to ensure your website continues to grow your brand.

DO YOU ONLY OFFER CARE PLANS FOR WORDPRESS?

No, we also offer our Add-On support hours that you can purchase in buckets of time at discounted prices. Add-on Support Hours are a great compliment to any one of our WordPress Care Plans and can be used on activities like basic code changes, troubleshooting, one-on-one user training, plugin investigation, recommendations. We offer 5%, 10% and 15% discounts on our hourly rate depending on which bucket you purchase.

WHAT ARE YOUR PAYMENT OPTIONS AND HOW WILL I GET BILLED?

We use Quickbooks online for all of our invoices. For projects less than $500.00 you can either pay by check, by cash, cashiers check, online bank transfer or by major credit card. For purchases over $500.00, you can either pay by check, by cash, by cashiers check or through or secured bank transfer. To begin your project your deposit must have been received. Payment structure for projects is located in the Statement of Work. All WordPress Care plans costs are due and billed at the first of the month.

WHAT IS YOUR CANCELATION POLICY?

If you wish to cancel the project after this agreement has been executed, your initial 50% deposit is nonrefundable for any reason. Period. If you cancel the project at any point after the Development phase has begun (the project processes are explained below), you will be liable for 75% cost of the project. If you cancel the project at any point after the Quality Assurance phase has begun, you will be liable for the entire cost of the project. All cancelations must be received in writing.

CAN I CHANGE MY CARE PLAN?

Absolutely! If you need additional care we are happy to upgrade your plan. If you decide you need a lesser service we can downgrade your plan (no proration of monies for discounted services will be refunded).

WHAT IS YOUR REFUND POLICY?

If you wish to cancel the website project after the agreement has been executed, your initial 50% deposit is nonrefundable for any reason. Period. If you cancel the website project at any point after the Development phase has begun (the project processes are explained below), you will be liable for 75% cost of the project. If you cancel the project at any point after the Quality Assurance phase has begun, you will be liable for the entire cost of the project. We really hate to get fussy about these things, so please be sure you are ready to hire us before you sign off to begin your website project. There are no prorations to our WordPress Care support plans and if you cancel during a month your contract will be terminated at the following month. We will continue to provide support through the month you canceled.

HOW DO I CANCEL MY WORDPRESS CARE PLAN?

Please notify us in writing. If the service has already been provided (1 day or more of service before cancelation request received), then we will continue for that month. There will be no refund given for canceling within the service month, but you will not lose out on us fulfilling our promise to service your website.

IF I SIGN UP MULTIPLE WEBSITES FOR YOUR CARE PLANS DO YOU OFFER A DISCOUNT?

The simple answer is yes. You will receive a discount, which we can discuss when we know what plans are being used and to what discount you will receive.

WHAT IF I NEED ADDITIONAL SUPPORT DURING THE MONTH?

We can help you with our add-on Support Hours that we offer are in 3 to 4 Hour, 5 to 9 Hour and 10 or more hour buckets. Add-on Support Hours are a great compliment to any one of our WordPress Care Plans and can be used on activities like basic code changes, troubleshooting, one-on-one user training, plugin investigation, recommendations.

HOW DO I SEND A SUPPORT REQUEST?

All support tickets should be sent to support@shugartconnections.com. The ticket will be assigned a number and you can track the status of the ticket through your WordPress Dashboard. You can also track the time spent on each support item and the time you have left in your support hours.

CAN I KEEP MY CURRENT HOSTING PROVIDER?

Yes, you can keep your current hosting provider. We highly recommend that you use SiteGround for all of your hosting needs. Currently, we have about 99% of all of our clients on SiteGround.

WHAT IF AN UPDATE BREAKS MY WEBSITE?

As part of our WordPress Care plans, we’ll take action at no cost when an update to a plugin creates conflicts or causes issues with the functionality of your website. Your website’s files and database will be backed up automatically each day. This backup is encrypted and stored in our external data cloud where we retain the previous 30 backups for your website.

WHAT IF MY WEBSITE WAS HACKED?

Should your website become compromised by a hack or if your website becomes inoperable because of user error, we will restore a backup for you. If the restorations are the result of a hack, there is no limit to the number of restorations we will perform for you under this service. If the restorations are due to user error, we will perform a maximum of 3 restorations in any 30 day period. Additional user error-related restorations will be performed at our current hourly rate.

WHERE ARE MY BACKUPS STORED?

We store all of our backups on a secured external server (our cloud).

HOW MANY RESTORES ARE INCLUDED?

Should your website become compromised by a hack or if your website becomes inoperable because of user error, we will restore a backup for you. If the restorations are the result of a hack, there is no limit to the number of restorations we will perform for you under this service. If the restorations are due to user error, we will perform a maximum of 3 restorations in any 30 day period. Additional user error-related restorations will be performed at our current hourly rate.

WHAT IS NOT INCLUDED IN THE WORDPRESS CARE PLAN?

There may be very specific plugins to run your business (ie. calendars, ticketing, premium licensing etc..) that are not included. We will let you know well before any purchase is made for specific plugins. The support hour/s included are only for one year and are not per month, but a total for only one year.  There are no hidden gimmicks and we are very transparent throughout the entire process.