How to Send a Website Update Request

How to send a website maintenance request.When emailing a website update request to us, we only need a few simple things:

  • The page or file you need updated.
  • The information or file that needs to be added and/or changed.
  • Any details to help explain potential complications.

Try this format:

Website URL: http://www.yoursite.com/page.html
Change Needed: Please replace the first paragraph with the text below.
NEW TEXT HERE


Acceptable File Formats (Text)

Plain text embedded in email

Word (doc/docx)

Acrobat (pdf)

Excel (xls/xlsx)

Text (txt)

Acceptable File Formats (Images)

JPG

PNG

EPS

BMP

GIF

 

Some tips for sending requests to make the process go smoothly and efficiently:

  • Don’t send text with lots of formatting other than bold, italics, underline, paragraphs and links. Avoid the use of tables in your Word documents.
  • Always send files from which we can cut and paste text — no scanned PDFs
  • Make sure any handwriting on documents is legible and only for typos. Full sentences should be typed out in an email or file.
  • Don’t embed images in Word documents or PDFs. Send separately.
  • If you have a lot of changes to a single document, go ahead and send us a replacement for everything.
  • If you have just some small changes, only send those rather than a replacement document.

If you ever have questions, be sure to contact us and we will be happy to help!

Frequently Asked Questions

What constitutes a website update?

Good question! An update is any modification, edit or creation of the content on your website. This is most frequently the text on your website pages, but it may also be the addition of or modification of images or graphics as well. Updates are limited to one hour per update, but the average update requires less than 15 minutes to complete, which is why our time limits are unmetered. Additionally, small requests like typos and minor changes will not be counted towards update totals. Please contact us for more information.

Do the updates include graphic design and/or code development?

That depends. Our team can handle virtually any request you throw at them, but some require a certain level of skill or amount of time that could go beyond your monthly allotted update time. Generally, updates are reserved for relatively simple tasks, but we are more than happy to assist you with more complicated projects, often at no additional charge. Contact us and let us tell you how we can help.

Seriously, I just email you? Why don’t you have a trouble ticket system?

Yes, it’s that simple and that’s the point. We have a high degree of accountability on our team and a strong customer service ethic. We want to make our website management system as simple as possible for both you and us. Emails are the best way to ensure we maintain high levels of service and efficiency.

Can I call you with an update?

Yes and no. You are always welcome to call us with any questions you might have, however, for any updates beyond emergencies, serious technical issues or very minor updates, we prefer you email us. That creates a digital trail that helps keep us accountable and, just as importantly, helps us all remember what you wanted. We get a lot of requests and we want to make sure yours gets handled appropriately.

Can I Schedule an Update for a Specific Time or Date?

Yes, of course. For WordPress clients wanting to add a new item like a page or post, we can schedule those as far in advance as requested. For other types of updates, we prefer at least 24-hour notice. Additionally, updates should be scheduled during normal business hours (9am – 6pm CST). Accommodations can be made for after hours requests, but there may be an additional charge depending upon the request and the time of day.

Do you provide after hours support and updates?

We do provide after hours hosting support, however, updates are done during regular business hours, 9 a.m. – 6 p.m. CST, Monday through Friday. We can accommodate after hours requests for emergencies or items scheduled in advance, but they may incur an additional charge.

How much time in included in each website update?

Update time is unmetered, however any single update requiring more than one hour may incur an additional charge. We NEVER bill you for anything unless you approve it first.

How will I know if my update is going to take more than the allotted one hour?

The vast majority of times, our customers know. In fact, most OVERESTIMATE the time it will take for completion. Feel free to contact us before sending the request and we will go over your options with you, but here are some examples of updates that could incur an additional charge:

  • Extensive modifications to multiple website pages
  • Manipulation of large numbers of images
  • Creation of graphics
  • Installation or development of new code or integrated technology

We will never bill you without discussing it with you first, so please contact us with questions.

What if I need more than my allotted number of updates this month?

For small updates to your website, we are happy to handle them for you at no additional charge. For anything more sizable, we can add a one-time charge to your account or upgrade you to a bigger plan. Contact us for more information.

Are there limits to what is provided in a website update?

Complex changes to code, modifications to server software and some graphic design services may go beyond what is considered a standard website management update. You are welcome to contact us with any questions prior to sending your request.