Description
Need help with your website but don’t have an active STS Media Care Plan?
A Website Service Ticket covers one prepaid hour of website support for a single website. Purchase additional quantities if you need more time for the same project.
What your prepaid time can be used for
- Website troubleshooting and technical fixes
- Content updates (text, images, PDFs, videos, etc.)
- Adding or updating links, buttons, and forms
- Blog, portfolio, FAQ, or event updates
- Minor layout adjustments and styling changes
- WordPress, plugin, or CMS updates (when appropriate)
- Website consultation, marketing guidance, and general website support
- Graphics for your website or digital marketing (time permitting)
If your request requires custom development, new functionality, e-commerce enhancements, major redesigns, or extensive content creation, we’ll provide a separate quote before any additional work begins.
How it works
- Purchase the number of support hours you need.
- Describe your request in as much detail as possible.
- Attach any files or screenshots that will help us complete the work, and tell us what access we will need. Never send passwords in this form — if we need to log in, we will email you a secure way to share credentials.
- We’ll review your request and respond within 48–72 business hours after payment has been received.
Support time is billed in hourly increments. If your request requires more time than you’ve prepaid, we’ll contact you before performing any additional billable work.
Service Terms and Important Information
Please read these before ordering. They apply to every Website Service Ticket.
What the $45 covers
- The $45 charge purchases one hour of labor for one website.
- The fee is a prepaid service charge. It does not guarantee that every issue can be diagnosed or completed within one hour.
- One hour is the minimum service charge. If a request takes less than the prepaid time, the unused portion is not refunded and is not banked for later use.
- Additional work beyond the prepaid time requires your approval and additional payment.
- Requests involving multiple websites must be ordered as a separate service ticket for each website.
- The fee covers STS Media labor only.
Costs that are not included
- Plugin licences, premium themes, extensions, software, stock assets, hosting charges, domain charges, third-party subscriptions, APIs, platform fees and other outside expenses are not included.
- No paid product or third-party service will be purchased without your approval.
- Any third-party cost must be paid by you before the item is purchased or installed.
Response times and scheduling
- Most standard requests receive an initial response within 48–72 business hours. This is the time in which we reply — it is not a completion deadline.
- That clock starts only after payment clears and all required information, files, approvals and secure access have been received.
- Weekends and public holidays are excluded from the 48–72 hour window.
- The estimate may not apply to emergencies, complex work, third-party delays, or requests outside the agreed scope.
- Expedited service, when purchased, provides a same-business-day initial response and is subject to the same conditions.
How support is delivered
- Standard support for clients without an active maintenance contract is provided by email and through the online website and order system.
- Telephone or video support is not included in the $45 service-ticket fee.
- If you need a scheduled conversation, please purchase a consultation instead.
- Submitting a ticket does not create a maintenance contract, retainer, service-level agreement, or any guarantee of continuing support.
Access, credentials and security
- Never send passwords, API keys or payment information through this form, order notes, or ordinary email. If we need credentials, we will send you a secure method for sharing them.
- You confirm that you own the website or are authorised to request changes to it.
- You are responsible for the accuracy and legality of the content, files, software and access you provide.
- Uploaded files must not contain malware, illegal material, confidential personal records, payment-card data, or credentials.
Backups and risk
- You are responsible for maintaining your own authorised backups unless STS Media has explicitly agreed in writing to create one.
- STS Media may require a verified backup before making changes.
- Compatibility with every theme, plugin, host, browser, device or third-party platform cannot be guaranteed.
Work we may decline or price separately
- STS Media may decline requests that are unlawful, unsafe, outside our expertise, incompatible with the existing website, or likely to damage the website.
- Hacked sites, malware cleanup, outages, data recovery, server administration, email-server problems and emergency restoration are not automatically covered and may require separate pricing.
- We may recommend a larger estimate, a separate project, a maintenance plan, a redesign, a migration, or a specialist when a request exceeds ordinary hourly support.
Refunds, review and warranty
- Work already performed is nonrefundable.
- Because one hour is the minimum service charge, unused prepaid time is not refunded or credited.
- Please review completed work and report any issue within 7 days of being notified that it is complete.
- Completion of a request does not include ongoing monitoring, updates, maintenance or warranty unless separately agreed in writing.
- Results involving search rankings, performance scores, third-party software, sales or conversions are not guaranteed.
Our Terms of Use and Privacy Policy also apply to this purchase.
