By “Post-Live” we mean that your website is operational and outside any warranty period.
We love providing service and support for our clients to ensure their websites are delivering maximum business benefits.
We charge for our time to provide this service and support. We always strive to provide a satisfactory resolution as soon as possible using available resources and minimum billable hours.
There are two pricing models by which we provide support, Pre-paid (preferred) and Post-paid.
Pre-paid *best value*
Client pre-pays for blocks of service and support in advance.
After the event, Itomic invoices client for service and support provided.
Yes. The more hours you purchase in advance, the bigger the discounts.
No. Standard hourly rates apply.
Minimum fee (‘flag fall’)?
Minimum 5 mins. Time is logged in 5 minute increments thereafter.
Yes, equivalent to 30 mins of time, and 15 minute increments thereafter.
Yes, priority is given to clients with Pre-paid credits.
1 year from date of purchase.
Q. What’s billable and what’s not?
A. Broadly, all our time is billable, except where it’s explicitly included by another contract.
Q. I host my website with Itomic. What service and support is included?
A. Your website hosting fees are for Itomic to provide the hardware, software, power, and network connectivity for your website to be up and running 24/7, or as close as possible to that. Where a clear failure by Itomic’s hosting services is determined to be the cause of issues with your site, then our time is not chargeable. In all other instances, it is. Our priority is to get you website up and running smoothly as soon as possible, and then to determine the root cause if it’s not already obvious as part of the fix. On occasions it’s not time or cost effective to determine the root cause, e.g. where a simple server restart resolved the issue and the issue doesn’t recur.
Q. I didn’t do anything to my website, and yet it’s got a problem. Surely therefore it’s not my fault, and therefore I shouldn’t have to pay for Itomic to fix it?
A. Websites operate in an extremely dynamic (some would say hostile) environment. There are a multitude of reasons why a website might experience problems in the apparent absence of any causal activity by the website owner. For more on this phenomenon, we strongly encourage you to read this article:
Our time is chargeable – unless the cause was identified as a failure of our hosting services.
Q. My site has been hacked. Will Itomic charge to fix it up?
A. Yes. Itomic cannot be held liable for malicious attacks on your site by 3rd parties. Advanced security systems built into our hosting services ensure that thousands of potential threats are deflected every day, but it only takes one of them to get through to potentially cause issues.
Q. I pay Itomic to regularly patch my website with security updates. If it gets hacked, will Itomic still charge to fix it up?
A. Yes. As stated in such contracts, regular patching of a website is a smart and recommended insurance policy against getting hacked, but it can never reduce the threat down to zero. Prevention is better (and cheaper) than the cure, even if the protection isn’t 100% guaranteed.
Q. It took several attempts by Itomic before the issue was fully resolved. Do I pay for all attempts?
A. Yes. In complex systems, and when there is pressure to get a site back up and running asap, sometimes there is necessarily a degree of trial and error involved. A great analogy is the “House” tv medical drama, where the complex system is the human body, and the #1 priority was to make the patient get better, even if it meant trying a few things that didn’t work before arriving at the best solution.