Support Policy
At PetersTouch Creative, I am committed to providing excellent customer support to ensure your website and digital solutions run smoothly. This Support Policy outlines the scope of support, response times, and the terms under which assistance is provided.
1. Scope of Support
I offer support for the following services:
✅ Website Design & Development – Troubleshooting design and functionality issues.
✅ Web Hosting & Domain Management – Assistance with hosting setup and domain configuration.
✅ SEO Optimization – Guidance on implemented SEO strategies.
✅ Digital Marketing – Support related to marketing campaigns managed by me.
✅ E-commerce Solutions – Assistance with store functionality and basic troubleshooting.
✅ UI/UX Design – Adjustments to user experience and interface design as per project agreement.
2. Support Availability
⏳ Support Hours: Monday – Friday, 9:00 AM – 6:00 PM (GMT+2, Zambia Time)
⏳ Emergency Support: Available for critical website issues (downtime, security breaches).
📩 Email Support: [Your Email Address]
📞 Phone Support: [Your Phone Number]
🌍 Website Contact Form: [Your Website URL]
I aim to respond to all inquiries within 24–48 business hours.
3. Free vs. Paid Support
✅ Free Support Includes:
- Basic troubleshooting for websites I have designed.
- Fixing minor bugs within 30 days of project completion.
- Guidance on using your website and content management system (CMS).
💰 Paid Support Includes:
- Website updates, redesigns, or additional features.
- Custom integrations, third-party tool setup, and advanced troubleshooting.
- Support after the 30-day free support period.
- SEO, digital marketing, or performance optimization beyond initial setup.
Hourly Rate for Paid Support: [Insert Rate]
or
Monthly Support Packages Available
4. Website Maintenance & Support Plans
To keep your website running smoothly, I offer optional maintenance plans, which include:
✔ Regular website updates & security patches.
✔ Website backups and uptime monitoring.
✔ Performance optimization and speed enhancements.
✔ Ongoing SEO and content updates.
To subscribe to a maintenance plan, contact: [Your Email Address]
5. Support Limitations
- Third-Party Services: I am not responsible for issues caused by external hosting providers, third-party plugins, or software not developed by me.
- Client Mistakes: If an issue arises due to incorrect modifications by the client, a repair fee may apply.
- Unsupported Requests: Any requests outside the agreed project scope will require a new service agreement.