Great Plans To Fit Your Needs
Lite
2-3 update requests per year
1-2 business days response
Simple
1-2 update requests per month
1-2 business days response
Pro
5 update requests per month
1-2 business days response
Custom
Let’s Talk
5+ update requests per month or multiple sites
1-2 business days response
The Details
Enrollment Requirements
To have a E-Commerce service plan with Sundog your store will have been built by Sundog utilizing the Shopify solution.
Realistic Expectations
We truly do our best to help make your store a success but we are not e-commerce, hosting nor payment gateway specialists. Using our team means you agree not to hold Sundog liable for downtime, inaccuracy of product detail, shipping, taxes or potential loss of income. Read our E-Commerce Service Plan expectations and goals here.
What Constitutes an Update Request
An update request is a single change or list of changes you’d like made to your store submitted in one Basecamp message.
What If We Have More Requests Than Our Plan Allows?
It’s an annual service plan and your update request each month will likely differ. For instance, if you have the E-Commerce SIMPLE plan and you have three requests in a month instead of the two allotted, no worries, next month you’ll probably have just one. If it turns out you continually submit more than your plan allotment, we’ll bump you up to the next level if needed. Count on the fact that we will be flexible and fair. We really want you to keep your store up to date. Both Google and your customers love seeing fresh content! Our goal with this program is to make it very easy for you to request updates and feel confident that they will get completed in a fast, friendly and professional manner.
Turnaround Time
Requests typically have a 1-2 day turnaround. We will always respond when we receive the request. If you don’t hear from us in a timely manner, it’s unusual and reach out to us again. If we need more clarification, if it will take more time than our typical turnaround or, possibly, requires a separate bid because of the scope of the request, we will let you know.
Availability
Our goal is to give you a response within an hour of receiving your request. To achieve this we have a dedicated customer support team member on standby 9-5 M-F and we truly attempt to complete update requests within 1-2 business days.
Uninterrupted Service – Renewal
Your E-Commerce Service Plan will continue uninterrupted with a recurring invoice emailed to you just prior to the annual renewal date. This allows us to provide uninterrupted, fast, friendly and first class service. Payment is due upon receipt of the invoice.
Refund Policy – How You Can Cancel
We hate to have any client leave but also understand people and needs change. So if you have to go, we work with you and your new service team to make the transition as smooth as possible. Once your new team has it under control and our service is no longer required, just let us know so we can settle up, pro-rating a refund or invoice through the time of your notification that you have it taken care of elsewhere.
Fair Both Ways – How We Can Cancel
The whole goal of an E-Commerce Service Plan is to give us the freedom to provide friendly, professional support and be a part of your team for years to come. Sometimes, however, we learn that we are not a match for a client’s needs, and much like we learned in kindergarten, it’s just best not to play together. If we determine we want to discontinue the service, we will give you notice, work with you to make a smooth transition to a new web team and pro-rate an invoice or refund for the months remaining once the transition is complete.
How Many Hours Do I Get?
Our E-Commerce service plan program is not based on hours of service provided. It’s based upon the number of update requests. In fact, as a rule, we don’t even track time per customer. We simply strive to provide valuable and timely service. However, it sometimes helps to relate using hours so, our programs would roughly translate into the following: LITE = up to 3 hours per year, SIMPLE = up to 12 hours per year, PRO = up to 20 hours per year.
Do I Have To Have a E-Commerce Service Plan?
It’s your store and if you don’t need any management assistance from us then a service plan is not required.
You Get Us
A team that feels personally responsible for every website in our care.
——
Small Print
Limitation of Liability; Disclaimer of Warranties: Although there are limitations to the guarantees we can provide, your satisfaction is very important to us. Please read and understand our limits of liability before engaging in our services. Although we strive for your website’s optimal performance and security, we did not build the Shopify software and are only setting up and providing support within their solution. For this reason, we do not represent, guarantee or warrant that the functions contained in these web pages or internet website will be will be uninterrupted, error-free, free from loss, corruption, attack, viruses, interference, hacking, or other security intrusions, and Sundog Media LLC disclaims any liability relating thereto. We are also not responsible when our client attempts to update the website or store and damages the design or impairs the ability for the web page or store to display or function properly. If an issue does arise, however, you can count on us to work along with you to find a good resolution.
