Q. Can you price per-project and not per-hour?
No, we incur costs per hour and as such have to price per hour. It is impossible to determine exactly how long a project can take because each store is unique (different 3rd party code), each customer is unique (requires more personal attention), and sometimes project specifications can change. For these reasons, we only price per hour.
Q. Do you modify the live site?
This depends on the customer and the project. For minor issues there is no problem modifying a live site (ensure you backup first) and some customers request this as it is cheaper. However, for larger tasks or more risky tasks we will duplicate your store in a test environment, so you can see the changes before they are applied to the live site.
Q. Should I make a backup before service is rendered?
Yes, always backup your store before sending credentials to anyone.
Q. Can you connect NOW and fix the problem? It’s Urgent, please HELP!
Yes, we can address the request with priority. We are aware that sometimes it’s really important to solve a problem ASAP ( LIVE Store is down, losing sales, tight deadlines, etc..). Urgent support means we’ll handle your request with priority, on business days from 6AM to 3PM (GMT 0.0). By offering urgent support we’ll do our best to fix reported problems as fast as possible but do not commit to deadlines or fixed time estimations. The rate for urgent support or development is double than our usual rate.
Q. What if a task requires more time than estimated?
You will be able to purchase more time at the tier rate that considers your recent past purchase history. In general, our estimates are very accurate. The number one reason for not being accurate is changing specifications or the level of personal attention a customer needs, which cannot be known when creating an estimate.
Q.Is your code / service guaranteed to be 100% bug free?
We are Magento Certified developers but no, it is impossible to guarantee bug free code. If there is a bug and you still have time left, then we will fix it. Otherwise you will need to hire us to fix the bug as the previous allotted time was not enough to create bug free code. We'll stand by you until you are completely satisfied with the code we develop.
Q. Do you assume liability for our store?
No, WeltPixel assumes no liability for your store or data.
Q. Are services refundable?
No, we cannot refund any services because we incur a cost to perform the service.