Technical Support Plans
A Technical Support Plan (TSP) provides peace of mind that your website will be maintained and updated by a professional team with years of website development experience.
Most businesses need ongoing adjustments to their website, such as adding blog posts, links, images, copy, product details, navigation changes, announcements, and more. We call these minor change requests (see below for more examples).
Most of our clients opt-in and stay on a Technical Support Plan because we complete their minor change requests quickly without website disruption or errors, saving them lots of time, recall, and stress. This allows clients to stay focused on their work and other business priorities.
Technical Support Plans are available for websites built with Squarespace, Shopify, WordPress, or Wix.
You do not need to be an existing Austen Agency client to sign up for a Technical Support Plan. If you already have a website (built by another agency or yourself) but want to try a TSP with us, please schedule a free consultation.
All services are performed in the US by our in-house team.
Pricing:
Technical Support Plans are sold in 3, 6, and 12-month increments. Our pricing table is below; longer terms come with discounts.
Most long-term clients use the annual plan. Payment is due before service begins.
We purposely do not use auto-renewal so that you can choose when your next term begins. We will alert you when it’s time to decide. The majority of our clients stay on a TSP continuously.
All TSPs come with 3 minor change requests/month. More can be ordered for a small fee as needed. Most clients find that 3 is the right amount.
Pricing depends on the content and complexity of your website. If you’re not sure which type of website you have, we’ll let you know during your free consultation.
How it works:
Once your Technical Support Plan begins, you’ll contact us via our Technical Support Form for each minor change request.
If you find it easier to discuss and visually review your requests, we’re happy to meet via Zoom for an additional fee as needed. We can also set up a recurring meeting (eg. weekly or monthly).
We'll track each change within your plan. Although we establish a 3-business-day window to make the change, we always strive to make the change as soon as possible.
The majority of changes requested by clients qualify under the Technical Support Plan. If you’re asking for a larger change that is more of a small project, we’ll let you know and why. We’ll also provide an estimate for you.
PREREQUISITES:
We’ll send you our one-time Agreement of General Terms & Conditions to sign.
We’ll send you a link for payment for the term of your choice (3, 6, or 12 months).
We’ll need full Admin access to your website.
What Qualifies as a Minor Change:
A “Minor Change” is a task we can complete much faster than the typical client because we’re experienced with a variety of platforms and work on websites every day. Each support request is unique, but here’s a list of commonly requested minor changes:
Add or change images, copy, a product or service, marketing pop-ups or banners
Add or change categories and tags to blog posts, products, or other content
Add or change a sale, discount code, or other offer
Update product images (crop, enhance)
Edit or help write small copy (paragraph length only; larger writing requests are a different service)
Post a new blog post, video, or podcast
Re-order website navigation
Add or change Home page sections
Change font styles (site-wide)
Change colors (site-wide)
Create a pricing table
Fix small client DIY mistakes on links or formatting
Add or change social media links
Add or change FAQ
Change the Copyright dates with each new year
Source stock images
And more
Note: For all client-provided written content, we provide visual editing and Grammarly review. If there are grammatical or spelling errors, we’ll inform you and ask if you want these fixed before adding them to your website. We realize that certain grammatical, case, and spelling errors are sometimes intentional.
