Do I pay extra for site migration?
Never. We handle files, databases, DNS and testing, and confirm your site runs before we switch. Migration is included with every plan.
What happens if my site goes down?
We check every site every 60 seconds. If yours goes offline at 2am, we know by 2:01am. We don't have an overnight team, and we're honest about that. During business hours the alert goes straight to the team. After hours, it's at the top of the list when the next business day starts. If the worst ever happens, your site is backed up in two separate places.
What does the 99.9% uptime target mean?
It's the bar we hold our server and network to every month. Your site's monitoring report may show short blips during scheduled or known maintenance; those don't count toward the number, and neither do problems caused by a change to one site, like a plugin update. We still get the alert within a minute and work on it like an outage. If your organization needs uptime written into a contract, a custom SLA is available on Growth+ and up.
What's the difference between Essentials and Premium?
It comes down to who makes changes. On Essentials, you send us content and we swap it: text, photos, hours, prices. On Premium, we also build new sections and pages from the templates your site already has, and we work on speed, the CDN and technical SEO. Essentials keeps your site healthy. Premium makes it better.
Do you require a contract?
Not on Basic, Essentials or Premium. Pay monthly, or pay for the year and save 25%. Growth+, Authority and Enterprise include a service agreement that spells out scope and deliverables.
What if I need something outside my plan?
Talk to us. A one-time request outside your plan? We'll quote it honestly. Becoming a pattern? We'll recommend the right plan. We'd rather have a conversation than surprise you with a bill.
Do you offer nonprofit pricing?
Yes. Basic is free for qualifying 501(c)(3) organizations, and every other plan has nonprofit pricing, monthly or annual. We've supported the Richmond nonprofit community since before we charged for hosting.
Is SSL really included?
Yes. Every plan, no renewal fees. We think charging for SSL today is absurd.
What about the jump from Premium to Growth+?
Premium builds from the templates your site already has. Growth+ is for new, custom work: new templates, new layouts and custom development, with all eight Lead Monkey tools included. If you already pay for Lead Monkey tools on Premium, the math usually points to Growth+.
Can I add Lead Monkey tools to any plan?
Yes. $99/mo per tool, or all eight for $264/mo. Growth+ and up include them.
What makes your support different?
You talk to people who know your site. Not rotating agents, not a chatbot, not a queue that starts from zero every time. If you need help, it's an ask, not a bill.
How does your pricing compare?
Many hosts advertise a low first-term price that jumps at renewal, then charge extra for migration, security and speed. We don't use teaser rates or long lock-ins, and SSL, migration, backups and DNS come with every plan. If our prices ever change, we tell you before your renewal. Compare the total cost, not the promotional homepage.
What does "smart updates" mean?
When we update a plugin or theme, we take visual snapshots of your pages before and after. Essentials and Premium watch your homepage. Growth+ and up watch up to five pages.
What does TTFB mean and why should I care?
Time to first byte (TTFB) is how long a server takes to start answering. Google suggests 800ms or less. Cached pages on our server answer in about 150ms. Most of a site's speed comes from how it's built: theme, plugins, images and caching. Premium's speed work tunes those.
What's the Horizons Portal?
Your client portal. Send us work, track progress, find shared files and see reporting. On Essentials and up. No black box.
Can I bring multiple websites over?
Yes. We host multiple sites for plenty of our clients. If you're bringing more than one, reach out. We offer multi-site discounts and can scope a plan for all of them.