All support plans are month to month and can be changed at any time. Client’s support plan may be changed at any time. It will require a written notice from the Client 5 business days before the renewal date. Client will not be refunded for any prepaid amount.

Standard Support - $29/mo

This support plan offers the flexibility to contact Fyrefly Media’s support team in a variety of ways.Fyrefly Media wants make sure that you are able to get personalized support when you need it. We takesupport very seriously and believe it is a critical component to the success of our websites.

Monthly Fee: Included in hosting plan

Support Methods: Email, Phone, and online.

Support Timeline: Lowest level

Supported Users: 1 user (additional users may be supported at $10/month/user)

Support Documentation: Client will have access to our online business wiki and knowledge base. Thesecomprehensive online resources give you everything you need to know about building and maintaining your website. This is your first stop for up to date answers, whenever you need them.

Training: Fyrefly Media will provide initial 2 hour training to the client’s admin staff. The training session will be held online. This plan also includes monthly Q&A Sessions.

Support Guidelines: Support will be given in the event that the site/email is down or is not working properly. This does not include instances where the client caused the issue.

This support package includes:

  • Website hosting server is down
  • Website is operating at slow speeds
  • Website functionality is not working properly
  • Email server is down
  • Email is operating at slow speeds
  • Email functionality is not working properly
  • Trouble with accessing your website/email
  • Billing related items
  • Moving email accounts from another vendor to our platform (this does not include the transfer of emailsthemselves)
  • This plan does not include (but is not limited to):
  • Changes or modifications to the site of any sort.
  • Personal help setting up features to external sources (QuickBooks, outlook, etc.)
    • Documentation will be provided and Fyrefly Media will assist in helping you locate theDocumentation.
  • Training and/or assistance on how to use the system beyond what is outlined in the training section.

All items that are performed for the client outside of what is defined in this plan will be billed at our hourly rate. It is Fyrefly Media’s sole discretion to determine whether or not a client’s request is a billed request.


 

Premium Support - $49/mo

This is our most popular plan as many customers see significant cost savings with this plan. Premium Support members have access to our online video library and will enjoy the opportunity to have their support issues solved with personalized video tutorials.

This support plan includes UNLIMITED free assistance.

Monthly Fee: $49/month

Support Methods: Email, Phone, and online.

Supported Users: 1 User (additional users may be supported at $10/month/user)

Support Timeline: Middle level

Support Documentation: Access to online business wiki, knowledge base, and video library. These comprehensive online resources give you everything you need to know about building and maintaining your website. This is your first stop for up to date answers, whenever you need them.

Training: Includes initial 2 hour session (or 2, 1 hour sessions) and a 1 hour follow up training session. If the Client is within 20 miles of Fyrefly Media, the Client can request the training session to be delivered at the Client’s facility; otherwise the training session will take place online. Monthly Q&A Sessions are included.

15 days of Free Changes: Fyrefly Media will make free minor changes (defined under platinum support) up to 15 days after the go-live date of the site.

Support Guidelines:At this level Fyrefly Media will only assist clients with their requests. We will not make changes or add things per their request.

This support package includes:

  • Everything included in the level 1 plan
  • Assistance related to any website functionality including (but not limited to):
    • Catalogs
    • Products
    • Announcements
    • Email Campaigns
    • CRMS
    • Web Forms
    • Blogs
    • Secure Zones
    • Customer Support Ticketing
  • Access to a general video library
  • Personalized support videos (it is Fyrefly Media’s sole discretion to determine whether or not a support request deems a personalized support video).

This support does NOT include:

  • Over 1 hour of phone assistance on website functionality per session.
  • Fyrefly Media support representatives making changes and updates to the Client’s website on the Client’s behalf. This plan includes assistance and training only.

 

 


Platinum Support - $225/mo

This support plan include FREE minor updates

Monthly Fee: $225/month

Support Methods: Email, Phone, and online.

Supported Users: 1

Support Timeline: Quickest Response Time (Highest Priority)

Support Documentation: Access to online business wiki, knowledge base, and video library. These comprehensive online resources give you everything you need to know about building and maintaining your website. This is your first stop for up to date answers, whenever you need them.

Support Guidelines: We will get to know the client's business and use this knowledge to work with our client to arrange, design, and populate their website. This is NOT a monthly maintenance plan.

Minor Updates:

  • Text changes
  • Image changes
  • Changing navigation items
  • designing/modifying a page body
  • Changing metadata
  • Updating favicon
  • Assistance in adding ecommerce products
  • Cropping and adjusting photos for ecommerce
  • Deleting pages
  • Rollback of pages
  • Help in creation of product upload file
  • Setting up new shipping gateways
  • Setting up payment gateways
  • Adding photos to the photo gallery
  • Creating reports
  • Setting up categories
  • Assisting in the creation of email marketing campaigns and lists
  • Assistance with email
  • Email Marketing Migration
  • CRM Migration
  • Extending the CRM database
  • Preparation/optimization of images for website
  • Adding catalogues
  • Help in creation of a web app upload file
  • Changing auto responders and system messages

Restricted Minor Updates:

The following updates will be made but will not be offered on a regular basis:

  • Changes to web forms
  • Adding products
  • Adding photos to a photo gallery
  • Adding web app items
  • Adding pages
  • Updating/Adding blog posts

If the Client would like Fyrefly Media to take care of any of the restricted minor updates on a regular basis, Fyrefly Media can create a custom maintenance package for the Client at the Client’s request.

This support plan DOES NOT include:

  • design changes to the template
  • creation of a new template
  • 3rd party integration requests
  • new feature requests
  • designing an email newsletter template
  • sending out email marketing campaigns
  • managing workflows
  • entering customer data
  • search engine optimization
  • changing layouts
  • Monitoring comments on blogs and/or announcements
  • Responding to website user’s requests
  • Changes to API Implementation
  • Changes to JavaScript/jQuery code
 

 

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