How we bill
We have outlined a standardized process for our new and existing customers to order work for your website, creative or print services. It's important the work is followed, so we can insure that your work gets turned around quickly. We will do the best we can at providing a project hours estimate. The work may go over because of unforeseen issues or additional things the client wants after the fact. This should be considered.
The minimum charge is $50 and we will send you a quote for the requested work, typically asking for your approval before we move forward with any project or website updates. Depending on the type of request, you will be billed for any work outside the scope of your project or contract with 3plains. If you are on a website maintenance package or website marketing package, these changes/fees are included and are deducted from your package hours. Please contact us for more information.
Work Orders vs. Technical Support
We bill the hourly rate according to what service we are performing. Our services have different rates (General Labor, Marketing, Development, etc). If you are not sure if it is billable or not, I would ask. It is best to assume if we are doing work for you, it is billable. Examples are as follows:
Work Orders (Billable)
- Email help beyond initial setup
- Website content changes (Adding/Editing text or content, uploading new photos)
- Design work (Logo design, print design, web design)
- Consulting questions (Analyzing your web stats, etc.)
- Search Engine Optimization
- Web Design updates
Technical Support (Non-Billable)
- General account questions
- Initial Email Setup
- Initial 3plains Portal training
- 3plains Portal support (Errors, how to, product questions)
- Website Modules and template updates
- Project quotes & price estimates
3rd Party Products
If you have a product that is unsupported by 3plains, like Google Workplace Email as a example, we do not provide technical support. We bill any time it takes to help you with 3rd party products that are beyond 3plains control. If you would like help or a supported product, just ask us.
We build custom products, programming and work at 3plains. Our policies, risks and cost work estimates for custom work is available at the following link. Note on custom work: We will give you a cost estimate on time. This is only a estimate. We will not stop until the job is complete.
Old Depreciated Websites
If you have a older versioned website and we no longer support it, we will let you know in the 3plains Portal about your options for upgrading. Websites get out of date, no matter what platform you are using.
Turn Around Time
Small changes for websites will typically be taken care of in under 1 week.
Larger projects (2+ hours) usually takes us anywhere from 2 to 8 weeks depending on our backlog of projects.
We're a small company, and we're good at what we do, which most often translates to demand far outstripping supply. We often schedule projects 6 to 8 weeks out, but we do squeeze smaller and less technical projects into shorter time frames when we can. If you simply need it now, we will add a convenience fee on your invoice so you get what you need in time. Please understand though, we offer no guarantees. We are simply "fitting you in" to our project que.
In scheduling design projects that will require printing, please add 8 to 10 days to the end of our design time for production and shipping of your project from the printer of your choosing.
Still need help or don't want to DIY?
We have maintenance service and website update packages available. Please fill out a ticket and a 3plains representative will reach out to you with details on pricing and packages.
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