Questions we hear a lot.

Monthly, recurring fees charged in advance with hours itemized on each invoice.

We utilize Stripe for our payment processor and accept primarily Credit Cards, but various other convenient options may be available through Stripe. We're able to work with you on alternative options on a 1:1 basis, please request through the ticketing system.

We get that things happen, you'll get emailed about it. All invoices are due 30 days out from posted date before being considered late. 30 days after the due date, services may be discontinued. Open a ticket and keep a dialog open with support if there's any issue with an invoice.

Most plans require the purchase of reserved hours each month(3 hours for managed hosting plans). These hours cover routine work like maintenance, patching, and monitoring of the systems running your site. When a task is completed by staff, the hours are drawn from your pool first at no additional charge. Pooled hours can be used. If the pool runs out, the remaining hours appear as billed work on your invoice at the normal hourly rate. Unused pool hours carry over up to your plan's cap, and are partially credited to your monthly bill when the pool is full.

Reserved hours are additional prepaid hours you purchase on a subscription. They are added to your pool on each renewal and are reserved staff capacity. The number of reserved hours you've selected appears on your upcoming invoice as a line item with the label "Reserved Hours (N hr x $rate/hr)". Reserved hours are drawn from your pool before billed work, so they act as a buffer against unexpected overages and they ensure we're able to properly support your subscription.

Items marked "Covered" have been paid for by your prepaid hours pool or reserved hours, you are not being charged again for that work. The invoice lists them for transparency so you can see everything that was done, but they carry a $0.00 total. The Hours Summary section on each invoice breaks down exactly how many hours were covered versus billed.

All billable work is tracked in half-hour increments. Your project tasks show both the hours spent and the rate applied so you can verify every charge. Billing always rounds up to the nearest half-hour.

Two ways. You can build the quote yourself on the quote page. We'll review and setup your subscription automatically, or book a scoping call from the contact form if you'd rather talk it through first. Once the quote is signed and the first invoice is paid, we send over an intake form along with the name and email of the engineer who'll be looking after your account.

Somewhere between two and ten business days from signed quote to running normally, depending on what's involved. A simple site with no database or custom plugins is usually live in about three days.

For hosting, we'll need access to your domain registrar (or DNS delegation), a copy of your current site, and one technical contact we can reach with questions during the switchover. We'll never ask you to email a password in plain text. Credentials get handed over through a password manager, ours or yours.

On the hosting side we run static sites, WordPress, Ghost, Next.js, plain PHP, Django, Rails, and most container workloads that live on Linux, with Postgres or MySQL available per tenant when you need it. We don't host Windows applications, and we won't spin up Kubernetes if we can avoid it.

It means we handle the upkeep so you don't have to think about it. We patch on a published schedule, take backups and actually test that they restore, keep your certificates current, and monitor the site for issues. "Managed" just means the tedious things that tend to break when nobody's watching are our job now, not that we lock you out of your own systems.

Remote! We primarily support Alaskans and operate with AKST in mind, but nothing about the normal day-to-day requires us to be around an office in person.

None, we're a small organization operating in US data centers. At some point we would like to operate with SOC II in mind, but it's cost we'd have to pass on to you and it doesn't make sense given our current customer base.

No. Both hosting and cybersecurity retainers run month to month by default. Our goal is to maximize benefit and minimize cost, you'll pay the rate you signed up for.

Just press the cancel button. While we don't prorate refunds for a partial month, we also won't bill you for the month after your notice. We'll provide you with a backup and migration assistance at your hourly rate. Purchased reserved hours represent time staff has reserved to ensure we can properly support your site and may not be refunded.

It leaves with you. Offboarding includes a full export of your site. That's your site files, a database dump, and a copy of anything stored in the portal. We hold onto a copy for thirty days afterward in case you realize you need something, then delete it for good, and we'll send a written deletion certificate if you'd like one.

Due to the inconsistency of invoices, autopay is not always an option. .