Frequently Asked Questions

How does the billing work?
We sell monthly subscriptions of pre-paid support time for $99 per hour. That time is yours to use now or save for later. Those hours stay credited to your account until you approve Maintaingo to work on your site. As members of our staff work on your request, we subtract time away from this balance, minute for minute. You may upgrade, downgrade, or cancel your subscription at any time. And if you're not happy at all in your first 30 days, please let us know and we'll refund your money.
What happens after I sign up? How do I get support?
When you sign up your credit card is charged for the first month's support time you purchased and you receive access to your Maintaingo Account Dashboard. You can immediately submit your support requests via a form on your Account Dashboard, email us directly, or call us at 206-429-6060. If you email or use the form, a member of the team will typically reply with an hour during business hours.
How do I cancel? What is your refund policy?
Email or call 206-429-6060 at any time to cancel. For refunds, if you are not completely satisfied with the service you receive in your first 30 days as a customer, please let us know and we will refund your complete purchase. Past 30 days, we do not refund previously purchased hours. That time remain yours to use as long as you have an active subscription.
Which plan is right for me?
It depends with the level of support you need. We offer flexible pricing to accommodate most situations. Do you have one or two changes a month, plus regular upkeep? 1 hour is likely a good fit. Running a store or have weekly updates? 3-5 hours is typical. Ready to make significant changes? Give us a call and we'll help scope it out. We also have a list of 130+ common tasks we do along with time estimates for each.
Do you work with agencies, or handle more than one website per customer?
Yes and yes! Contact us to learn more about how we can accommodate multiple approved requesters, separate client budgets, and useful tools we provide to give your clients a full-service experience.
Do you handle e-commerce websites?
We do! E-commerce sites have special needs. Working with staging environments, merging live and development data, version control, credit card processing, PCI-DSS compliance, HTTPS, integration with fulfillment systems, and more are tasks we're experienced in.
Can you fix my hacked site and stop it from happening again?
In most cases yes, we can fix it, depending on the damage done by the hack. To prevent it from happening, we use the best-in-class Sucuri systems to protect our client's that sign up for the "Speed & Security" bundle.
What are your support hours?
Monday through Friday, 9 am to 5 pm, PST. Clients with SLA agreements may have longer hours.
How many requests can I send in each month?
As many as you like. Questions usually are free to answer, and work requests are limited only by the support time you have available on your account. If you're not certain, just ask. We're here to help!
Do you offer SEO services?
We do. This includes one-off audits through monthly analysis and implementation services. Like any form of marketing, SEO done right needs ongoing work with special attention given to your business and its audience. Contact us to talk through a budget and timeline.
Where is Maintaingo located?
Our offices are just south of downtown Seattle at 900 1st Ave S, Seattle, WA 98134. About half the team works there, while the rest of us are spread around the US and work remotely.
What happens if something breaks during a change?
We immediately roll-back to the backup we created right before the change, then diagnose what went wrong. To avoid this issues, we test most changes on a staging copy of your site hidden from the public prior to doing them on your live website.
Do you work with my hosting company? Do you host websites?
We work regularly most hosting companies and their support teams. Maintaingo does not offer hosting, but we have our favorites and are happy to make recommendations.

Have Questions?

We would love to answer them. Please email or call us at 206-429-6060, Monday through Friday, 9 AM to 5 PM PST.

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