Why Do I Have to Pay for Website Support?

Websites, like cars, require regular maintenance to stay functional, secure, and up-to-date. At CAYK, we aim to deliver websites built to industry best practices and designed to perform seamlessly upon launch. However, once a website is live, the responsibility for its ongoing health is shared.

CAYK is responsible for ensuring the website is built to current standards at launch and operates as expected during the initial warranty period. Beyond that, it is the client's responsibility to maintain the website's functionality by keeping it updated and secure.

All clients have the option of subscribing to a CAYK Care Plan, which ensures your website receives the necessary technology updates, such as core and plugin updates, to reduce the risk of outages or broken components caused by the ever-changing digital landscape. CAYK Care Plans are an optional service discussed during your website launch or during the duration of your marketing plan.

Okay, but why do I have to pay for support tickets?

When you visit a mechanic to repair your vehicle, you pay for their time, expertise, and materials. Websites operate on a similar principle. While a website may function perfectly at launch, its performance can degrade over time without regular updates, monitoring, and maintenance. Changes in technology, third-party tools, or backend client activity can introduce issues that require attention. Maintaining your website is critical to keeping it secure and fully operational.

If My Website is Broken or Needs an Update, Who Fixes It?

At CAYK, when a website requires fixes, our senior website developers are assigned to investigate and resolve the issue. Development is a specialized talent requiring experience and precision. Support tickets hinge on set timelines ranging from three to ten business days depending on the complexity of the issue, which includes investigation, quoting, approval, and completing the necessary work to fix the problem. 

Why Can't You Fix It for Free If You Built the Website?

Once the website is live and beyond the warranty period, its ongoing health depends on regular updates and maintenance. Just as a product warranty covers defects but not external damage or wear and tear, we provide support for development-related issues within the warranty period but charge for new fixes or changes required after that time.

What does the warranty cover and what does it not cover?

Depending on the package you selected, your CAYK-built website includes a warranty period of 30 or 90 days after its launch. During this warranty period, we will fix any bugs or issues that stem from the original development at no additional cost. This ensures that your website starts on solid ground. However, the warranty does not cover:

• Issues caused by changes made by clients on the backend.
• Problems introduced by other providers accessing or modifying the site.
• New issues unrelated to the original development.

Once the warranty period ends, any updates, fixes, or repairs will fall outside of CAYK's complimentary support. At this point, the responsibility for maintaining the website shifts to the client.

What Happens If I Don't Maintain My Website?

Neglecting website maintenance increases the likelihood of security breaches, downtime, and broken features due to outdated software or compatibility issues. Without regular updates, your site may become vulnerable and fail to function as expected.

Why Do Websites Break Without Maintenance?

Websites are dynamic and rely on several moving parts, including hosting environments, plugins, third-party integrations, and core software. Over time, these elements may:

• Become outdated or incompatible with new technologies.
• Be affected by security vulnerabilities.
• Experience issues caused by user modifications or external providers.

Without regular maintenance, these issues can compound and lead to website malfunctions or downtime. A well-maintained website is a healthy website.

How Can CAYK Care Plans Help?

To help our clients manage the ongoing responsibilities of website maintenance, CAYK offers comprehensive Care Plans. These plans include:

• Regular WordPress core and plugin updates.
• Daily security scans and backups.
• Website uptime monitoring.
• Support hours for requested updates, enhancements, or fixes.

Our Care Plans are designed to ensure your website is consistently updated and maintained, reducing the likelihood of outages or broken components caused by the rapid pace of technological change. These plans help keep your site secure and running smoothly, but they do not cover fixing existing issues outside of regular maintenance.

Who is Responsible for Maintaining Your Website?

Once your website is live and out of warranty, it is the client's responsibility to ensure proper maintenance unless they are enrolled in a Care Plan. CAYK is not responsible for:

• Issues caused by third-party updates or changes.
• Fixes for problems introduced by user modifications.
• The ongoing upkeep of a site not under a Care Plan.

While we build websites to the highest standards, we cannot be held responsible if the site breaks due to clients editing their backend or allowing third-party access.

What Are Support Hours, and How Are They Used?

Support hours are included in CAYK Care Plans and can be used for tasks such as content updates, design enhancements, and troubleshooting minor issues. However, major fixes or development work outside of the scope of a Care Plan are billed separately.

Can I Use a Third Party for Maintenance?

Yes, you are free to use third-party providers for maintenance. However, we cannot guarantee compatibility or functionality if issues arise from changes made by an external provider.

How Do You Invest in Your Website's Longevity?

By prioritizing regular website maintenance or enrolling in a Care Plan, you are investing in the longevity and performance of your website. It is a proactive approach that prevents costly repairs, security breaches, and downtime, ensuring your website continues to support your goals effectively.

If you have any questions about website maintenance, our warranty, or CAYK Care Plans, do not hesitate to reach out. We are here to help you keep your website running at its best.