Support Terms of Service

How Freshy Support Works

Once your website is launched, Freshy provides up to one hour per month of ongoing Help Desk Access and Help Desk Support Services. This hour does not roll over from one month to the next, it must be used during the current month.

Freshy Help Desk - Scope of Support Services

Need help with a quick adjustment? Freshy is happy to provide ongoing Help Desk support to help with any small edits needed for your website! This includes everything from text updates, photo adjustments, and form changes! You can always email the support team directly at support@freshysites.com

In Scope Items - What Our Help Desk Covers

• Simple Content Edits Such as Image Updates, Text Updates, Post Additions/Removals, Etc
• Simple Page Additions (duplicating an existing page with basic content swaps)
• Information Requests and How-To Questions: How do I..., Where do we…
• User Login Additions or Removals
• DNS Updates and Basic Troubleshooting
• Repository Plugin Install (does not include any advanced configuration or troubleshooting)
• Update Rollback
• Quick Troubleshooting (<15 mins)
• Emergency Critical Error or Down
• Basic Training (<30 mins)

Out of Scope Items - What Our Help Desk Does Not Cover

• Function and Feature Requests
• New Project Work Initiatives
• Theme Edits
• Code Snippets
• Plugin and Theme Updates
• Custom Post Type Additions or removals
• Custom Code Development (jQuery, PHP, JS, etc.)
• Advanced WooCommerce Requests (troubleshooting, extension management, integrations, etc.)
• Third Party Integrations and/or Toolsets
• Site Speed Optimization
• Search Engine Optimization
• Google Tag Manager, Google Analytics, GA4 Setup
• Google Search Console setup or review
• Advanced Page Creation
• Bulk Updates (Products, Posts, Pages, Etc)
• Major Content Clean Up or Design Efforts
• Time Intensive Requests Likely to Exceed One Hour per Month

Support Response Time

Our team is dedicated to helping you as quickly as we can! Response time can vary on the requested issue, edit and/or instruction needed. If there is an urgent issue, please feel free to call the main office.