Dear Clients
At Pixel Mechanics, we continuously strive to provide you with the best possible service, and as part of our commitment to excellence, we periodically review our policies to better align with the evolving landscape of the digital industry.
We are excited to announce updates to our website support policy, aimed at enhancing the overall experience and ensuring the optimal performance of your online presence. These changes are effective from January 1, 2024, and we believe they will contribute to a more robust and reliable support system. Here are some highlights.
1. New Support System: To streamline our support process, we are transitioning to a new support system. Please take note of the following changes:
- Support email address: support@pixelhost.sg
- Support ticket URL: https://accounts.pixelhost.sg/submitticket.php
- The old email account (support@pixelmechanics.com.sg) and form will no longer be active. Please direct your support requests through the new channels mentioned above.
2. Expanded Technical Maintenance: We are expanding our technical website maintenance coverage to better serve you. The new areas of focus include:
- Coding and browser compatibility maintenance (existing)
- Website uptime monitoring (new)
- Mobile responsiveness checks (new)
- SSL checks (new)
3. Increased Maintenance Frequency: In response to the dynamic digital landscape, we are increasing the frequency of our maintenance to quarterly intervals. Depending on the support plan that you are on, this covers:
- Technical Website Maintenance - Quarterly
- CMS Maintenance - Quarterly
- Security Maintenance - Quarterly
4. New Website Concierge Services: We hear you, you don't have time to update your website. Designed to bridge that gap, allowing you to leverage our expert support team for a range of website-related tasks, along with the option for value-adding professional services.
- cPanel / Server-level tasks
- Website settings and content updates
- Website styling and layout customization
- eCommerce configuration updates
- Website enhancements / features
- Design services
The Website Concierge Service operates on a credit-based system, giving you the flexibility to choose and use services as needed. For more details on the available services and credit allocation, please refer to our Concierge Menu provided in the attached PDF.
5. Support Plans Pricing Adjustments: In line with the new support coverage, we will be adjusting the pricing for our support plan.
- Basic Plan - $41.66 to $50.00 /month
- Plus Plan - $80.00 to $90.00 /month
- Pro Plan - $160.00 to $170.00/month
The new rates are necessary to allocate the additional man-hours required to deliver comprehensive support plans that safeguard your digital presence.
We understand the importance of these changes and are committed to ensuring a smooth transition for all our valued clients. For the full support policy, kindly refer to attached PDF. If you have any questions or concerns, please do not hesitate to reach out to our new support channels mentioned above.
Thank you for your continued trust in Pixel Mechanics. We look forward to serving you with even greater efficiency and reliability in the coming year.
Friday, December 29, 2023
