Service Commitment
Posted 25th Oktober, 2018
At Fixed.net we offer unlimited website support for a low monthly subscription fee. This is in addition to services such as backups and monitoring, variations of which are offered for free or as part of a paid plan. Website support subscriptions are on a per-site basis and pricing can be found here.
Our Commitment
We see ourselves as your in-house support team. We can do updates, tasks, changes and fixes on your website, hosting, domain or associated service. This may be a problem you want to solve, a new feature you want to add, a specific tasks such as a migration, or some other website task that does not extend to full website design or development.
A single task is something we think that can completed in approximately two hours or less. We have found that this estimation means we can cover the vast majority of requested tasks, including migrations, updates, bug fixes, malware cleanups and more.
The jobs we can do are each defined and categorised in My.Fixed.net and in our knowledge base. If you ask us to do a job that is not defined, we will ask ourselves 'Is this a fix or an optimisation, or is it something a web designer or developer should be doing?' If not, we will probably suggest that it is handled by your web designer or developer. We are more than happy to offer advice.
We will do our best to provide a solution with the access you give us. Our solution may involve a direct fix, a workaround, advice, or a combination. We will explain our actions and why.
We will ensure that backups are taken before any work commences, or that you understand the risks if they are not taken.
If you are unhappy for whatever reason: for instance, if we fail to fix an issue, if we refuse to do a job you think should be included, or if we take too long; we will refund your monthly fee directly to your payment source under our money back guarantee.
Fixed.net is a best effort service. Ultimately, there are problems that may be unfixable. We will do our best to suggest workarounds and give advice, but even we cannot solve unsolvable problems. We promise to try our best.