You’ve Got Questions! 1- Design/Development (6) Why won’t you take on my project? We are not only particular about what types of sites we will design (for the record, we don’t do adult sites), we’re even a little picky about who we will work with. We’re not about passing judgment — there’s a HUGE market for adult sites…it’s just not the type of site we wish to build. Likewise, if we feel we’re not be a good match for one another, we may decide not to take you on as a client. Just like you have the option not to hire us, should you feel we were not a good fit for your project. I want to work with you. What next? That’s great and we’d love to work with you! Just complete our on-line free quote and we’ll get back to you within 48 hours (M-F PST). You’ll definitely also want to download our free Website Planning Guide. Looking forward to hearing from you and please contact us if you have any immediate questions/concerns. I’m not sure exactly what my new site needs. What do I do? We’re happy to help you through this process. Start with looking at your competitor’s sites. Then, look at sites that appeal to you, whether or not they are in direct competition with you. Note your likes and dislikes. Next, get your hands on our FREE Website Planning Guide and complete this with your team. Then, either complete the online version of it (our preference) or send it to us by fax (480-452-0965). Just be sure your handwriting is legible is you do decide to fax this…pretty please! Can I see my site while it is under development? Of course! In fact, we require it because your input and approval throughout the developmental stages of your site ensures a successful launch. Who owns the rights to the website once it’s finished? It’s yours. 100%. Plain and simple (as long as you’ve paid your invoice)! The only thing you do not own would be any propriety code used to develop your site, such as that used in a CMS. Does a designer need to be local? Not typically. With the technology of email, phone and the Internet, websites can be successfully created and launched, even when the designer and client are thousands of miles apart. We have built sites for clients we have never met and this has never presented a barrier as yet. 4 - Website Maintenance and Support (5) Do you have any training movies? If you are a Webeze client, you have direct access to the WP101 training videos through located in the Dashboard of your Word Press website. You can also add your own training videos that you find on You Tube to create a personalized training library of your very own. If you do NOT have WP101 training videos installed, please let us know. Can’t I just call you if I need support? Unless it’s an emergency, all support inquiries are required to go through our contact form. This will enable us to answer all questions completely, allow you to track the progress of your inquiry and provide a fair response time to all clients in the order (priority) received. Thank you for your cooperation. What’s the difference between support and training? Typically, website support refers to our assisting you with your website on items of general nature and that pertain to the existing pages of your website. We do not generally charge for this kind of support. A gentle reminder, if you are having issues with your email or web host, it’s best to contact them directly. If you need us to do some additional design work, add a new page to your site, create an email blast or anything that is outside of the original scope of work, we do charge for this time. This can be negotiated by project or you can purchase blocks of support time by visiting our Make a Payment page. Training, on the other hand, often involves spending considerable time with you either in person or on the phone. Unless this has been included in your original proposal (which is typically limited to 2 hours), we do bill for this time. You can purchase blocks of support/training time by visiting our Make a Payment page. I found a mistake on my site. Are you going to bill me to fix this? We’re sorry you found a mistake but I guess that makes us human! If you find an error on your site (typographical, form stops working, etc.), just let us know and we will fix this for you at no charge. What is site maintenance? Once your website is complete, we offer 30 days of changes/updates to any of the existing pages of your site free of charge. Thereafter, unless you have purchased a Maintenance Agreement (typically reserved for larger clients and at the discretion of Webeze), any changes you would like are either 1] quoted as a project or 2] billed at our minimum time increment (15 minutes) at the hourly rate of $90. You can purchase support blocks of time online and if you choose the 4 hour block, you receive an extra 1/2 hour of support for free. You can learn more about this by visiting our Make a Payment page. 3 - Email Matters (8) Can you help me set-up my email? If you are a Webeze client, we will do our best to help you set up your email. Before you contact us, please review the tutorials written on this topic. Otherwise, please contact your website host directly for support on this matter. What is my POP and SMTP server name? If you are trying to set up email for a POP (or IMAP) email account for your hosted domain, you’ll need to know the POP and SMTP address. These vary depending on who you host with. If you host with HE.net, the POP is your web address (www.yourcompanyname.com). For the SMTP, if you wish to use your ISP’s mail server (and many will insist you do), you’ll need to get this from them. If you host with HE.net, just set this to your web address again and in the Advanced Settings, change your SMTP port to 587. This will allow you to SEND and RECEIVE email using your web server. The beauty of this is that by using this setting, no matter where you are (as long as you have an Internet connection), you can send mail and not have to change this setting depending upon the provider in the local area. Especially great for those on the go! My emails are getting bounced! If your email was working fine before and then suddenly it stopped, there’s usually a good reason for it. First, if you are seeing error messages, be sure to note these down. Next, it might be worthwhile to delete the account and then set-it up again from scratch. There are a few nuances with every Webhost as far as email settings, so be sure you know what they are. For example, if you host with HE.net, your user ID is your FULL email account (not just your first name). If problems persist, you’ll want to contact your Web host (NOT Webeze). Note that if you wish to contact HE.net, their telephone number is 510-580-4100. How do I access my Webmail? If you host with HE.net, you access it by going to your website URL and then add a forward slash and the word webmail (ie. www.yourcompanyname.com/webmail). Your user name is your FULL email address and your password is the one used to access your email (not your account). Note that Webmail is an IMAP type application, meaning unless you move or delete an email off the system via the Webmail interface, when you check your email through your regular (POP) account (ie. Outlook), all the mail will be delivered, even the ones you’ve already read. Most people find this to be a plus. I forgot my email password. Can you give it to me? If you are a Webeze client and we initially helped you set up your email account, please submit a support ticket and we will do our best to assist you. The best way, however, is for you to login to your hosting account and RESET your password. When doing this, please do not make the mistake of resetting your SFTP account and MySQL passwords by accident. If you change the MySQL password, there’s a good chance much of your site will not work (and we won’t know about it unless you contact us). It’s a good idea to keep your passwords in a safe yet accessible place. I need a new email account set up. Can you help? We don’t actually handle the hosting for sites, though we do help clients set up their accounts if requested. New email accounts can be easily created by logging into your hosting admin panel and then you simply need to set-up this new account in your preferred email client. If you are a Webeze client and need further assistance regarding this, please submit a support ticket and we will do our best to assist you. Can you help me set-up my Outlook stationery? If you are a Webeze client and we designed custom Outlook email stationery for you, you will find instructions on our site on how to install. Of course, if you get stuck, just submit a support ticket and we will do our best to help you. Please note, the instructions that are provided are specific to Office 2003 using Windows XP. If you have Office 2007 but are still running XP, you should be able to follow along, though the interface has changed slightly. If you are running Vista, custom stationery may or may not work. You may need to change your permission settings prior to copying your stationery files and even then, it may not work. We do NOT provide support for HTML Stationery using Vista. My email is not working! Before you panic, be sure you have an Internet connection. Once you confirm that and you still can not send (or receive) your email, using an alternate email account (AOL or GMail), submit a support ticket to Webeze and we will see if we can assist you. Be sure to include as much information as possible in your support ticket. 5 - Content / Copywriting (2) Can I use your copy on my website (blog, ezine)? All of the content on our website is protected by copyright laws. We do allow the republication of any articles that we (Webeze) has written, provided you first ask permission and let us know where the article will be published AND include a short bio on our firm, including link(s) back to our site. Can you write the content for my web site? Yes. Keyword-rich headlines and site content will help your website secure top search engine positions. Results driven, benefits oriented, personalized website content will compel visitors to stick around, buy, and come back for more! 6 - Domain Names (1) What is a domain name and how do I get one? A domain name is a specific web site address that you choose and register. For example, our domain name is web-eze.com. It’s a good idea to reserve the .net and .org versions of your domain name, too, if you can. This prevents someone else from securing this domain and possibly driving traffic intended for your site to another. Misspellings of a domain name also should be considered. You can have all of these “extra” domains point or redirect to your primary site. Be sure to reserve your domain name from a reliable registrar and that YOU do this yourself and not have your website developer or someone else secure it for you. You need to be the master of your domain. 2 - Web Hosting (3) What happens if my server crashes? Well, let’s hope that never happens. But because you just never know, make sure you have a back up of your site. There are various back up utilities available for this purpose. Backing up to the same server your site resides on doesn’t make sense since if it crashes, it’s possible ALL your data will be gone and not recoverable. Be sure to have an off-site back up. Check with your web host to see what kind of prevenative measures they take in case such an emergency arises. Do you offer hosting? We do offer hosting to our clients only. There are lots of hosting choices out there so do your homework and don’t let the price be your guiding decision. What is a web host? A Web host provides you space on their servers where your web site will reside (using your new domain name). Some ISPs also provide Web hosting (but don’t settle for a subdomain account, ie. earthlink.net/~yourname). Web hosts vary so do due dilligence when selecting one to host your website. Cost should never be the only factor when choosing a website host. Ask your friends and associates for recommendations.