Support TimeBank

On-demand technical support for smaller jobs. Hours are added to a TimeBank and can be used at any time.

£75
/hour
On-Demand Support when you need it

Get access to technical support when you need it most.  No lock in, just pay as you go

At a glance
£75
/hour
Request support for anything from content posting to hack recovery or development. Unused time is held in your My GorillaHub Account

Details

Your virtual technical support team, on hand to support your business website.

Requests are estimated and on approval delivered for review on a staging copy of your website.  Your TimeBank is adjusted after each request and can be topped up at any time.

Simply purchase TimeBank now and get immediate help.

Routine changes

  • Web development
  • Content management
  • Page building

Problems

  • Failures
  • Hack recovery
  • Responsive (mobile) issues

Support

  • Solutions / how-to advice
  • Plugin reviews & recommendations
  • WordPress administration

How it works

After placing your order (minimum 1h), you’ll be asked to submit your request through our ServiceDesk for review.

Having reviewed your requirements and gathered any additional information required, we’ll propose a solution with a time estimate for your approval.

If you wish to proceed, and assuming you have sufficient TimeBank credit to cover our estimate, we’ll schedule your request in within 24h for routine work.

You’ll be kept updated via the ServiceDesk and when all work has completed you’ll be notified to review.   Any unused time will remain in your TimeBank for future use and you can see your allocated time and remaining credit at any time on you My Support page.

How much do I need?

We would recommend buying a block of time to save money.  A minimum of 1 hour is needed for an assessment and solution for new customers.  This may be credited back if you choose to proceed with our proposal.

Typical task estimates:

  • Article posting and image optimisation = 15m
  • Hack recovery  = 2 -4h
  • New page = 2-4h depending on complexity
  • Plugin review and recommendation = 1-2h
  • Speed review and page optimisation = 30 – 60m/page
Pay only for what you need
Unlike other agencies that charge by the hour, we track time by the minute. Unused time remains in your timeBank and can be used at any time.
Safety first
We work on a staging copy wherever possible, to minimise risk to your business website
Simplicity where possible
We’ll use reputable plugins where possible to avoid the need for custom development that often causes future problems
One-stop support
Our ServiceDesk provides a single view for all support activity and history. Unlike email, all updates are visible across the whole team to ensure nothing is missed

Helping business achieve online success

See how our customers describe our sevice, they’re a pretty happy bunch!

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FAQ’s, Need help?

We’ve got you covered, browse and search our topics below

Q:  Can I order and pay online each month?
A:  Yes.  All plan payments are online via Direct Debit

 

Q:  Who actually owns the website?
A:  During the first year, we retain ownership of the site (not your content) until the balance is paid off.  At this point, website ownership transfers to you.

 

Q:  What happens after the first year?
A:  If you'd like us to continue managing, hosting and supporting your website then you'll move to a Care Plan, usually at a lower cost.  If you are leaving at that stage (we've not had one yet) we'll package and supply your site for you to transfer to your new provider. 

 

Q:  Are there any additional costs?
A:  No.  Our Website Plan prices are all published and fixed.  Should your requirements change during the build there may be additional work needed and this will be discussed with you at the time if it requires an adjustment to your monthly fee.

Q:  How long does it take to build a website?
A:  We can build a website in as little as a week.

 

Q:  Will my site look like my competitors?
A:  No, unlike some of our competitors, we don't limit your choices to a few generic templates.  We will customise every template to perfectly fit your brand.

 

Q:  Can I change the images?
A:  Of course, you can supply your own images and/or we'll find stock images you can use that will fit the design

 

Q:  Can I change the layout?
A:  Absolutely.  You have full control over how you'll site will look to make it perfectly fit your personality & brand.  Spotted the theme yet?

 

Q:  I don't have a brand (or I don't want to use it).  Is this a problem?
A:  It depends.  We can build using what you have already but you might want our designers to create something fresh and new, from a simple logo rework up to a full rebrand.

Q:  Do I need to do any updates?
A:  No - and we recommend you don't as we'll review and test on a copy of your website where needed.

 

Q:  Are all plugins included?
A:  Yes, free plugins are included in all plans.  Premium (paid) plugins are installed with Site Management, Standard Website and Ecommerce plans.

 

Q:  Do you look after security?
A:  Yes.  We take security very seriously and set it up to be as secure as is practical.  We keep a close eye on your site and should the worst happen, recover it as priority.

 

Q:  How do I make changes to my website?
A:  Your are free to make changes yourself to content to layouts using  the Elementor builder, but with up to 60 minutes of support time available each month most of our clients ask us to do it.

 

Q:  How do I get support?
A:  Simply visit our ServiceDesk and log a request for our technical team to sort for you.

 

Q:  If I don't use my support time, can I save it up for when I need it?
A:  Yes, any unused time is automatically carried forward  for up to 6 months and can be used at any time.

Q:  Is hosting included?
A:  Yes, hosting is included with all website and care plans.

 

Q:  Can I use my own hosting?
A:  Yes, but we may not be able to offer our full set of features, therefore we recommend we host your site.

 

Q:  Is an SSL certificate included or will it cost extra?
A:  Yes an SSL certificate is included and managed by us

 

Q:  Is email included?
A:  Yes it can be, but we'd recommend Google Workspaces or Office 365 for business email

SAY HI

Got a project you’d like to discuss?

Our client support team are available to guide you through the creative process and answer all of your questions from technical support to a new website project you’d like to discuss, we’re here to help.