Concierge Support

You can open a ticket through our web interface for any type of need you have at all. If there’s something wrong with the hosting environment or the core concrete5 features, we’ll find a solution for you at no additional charge. If you’re extending your site in new ways and need some of our time to help, we’ll tell you how long it will take and with your approval simply add it to your invoice. 

What IS covered

  • Advice. Best practices on using and building with concrete5. Ask us how to do something, or how to do something more efficiently.
  • Hosting issues. If it’s problem or question with your hosting environment, we can typically take care of it at no additional charge. 
  • Site breakdowns. If your site just suddenly stopped working without you having changed something, chances are we can help you get it behaving again.
  • Bug fixes and troubleshooting. Something just misbehaving in your concrete5 install? We'll help you figure out what's mis-configured and get it working right.

What is NOT covered

  • Site tuning and optimization. If you’ve got some cobbled together architecture and ganky theme we can tell you how long it will take to fix, but we can’t promise to make it sing inside of your base monthly hosting fee.
  • Code development. Got a new idea for some new functionality you want? That’s awesome, we’d love to give you a not-to-exceed estimate on it. 
  • Theme customization. We're not fixing your CSS or fixing your designer's sloppy work for free. We’ll certainly tell you how long this will take to clean up and do it with your approval. 
  • Content cleanup. If we can make something look better quickly, we'll try – and we’ve got people who can help clean your content up at a reasonable rate, but you’re going to get a bid out of us on this type of stuff too.
  • Version Updates. We may be able to pull this one off for free,  but as sites are often customized in unique ways, we cannot offer this as a blanket promise to everyone at no additional charge. 

 

How does additional work get billed?

We’ll look into any issue you raise. If it’s something we can handle at no additional charge, we’ll simply take care of it. If there’s new work involved we’ll give you a statement of that work and a not-to-exceed estimate for your approval.

Give us the go ahead and we will invoice you through the same system. For larger jobs we may require an upfront payment, but typically these invoices can be paid upon completion.