Care for a website you already have.

Included for every Website Care customer

Essential Care is a complete Care plan — not a stripped placeholder. Higher plans add capacity, priority, and deeper ongoing attention.

How the queue works

• Your plan sets active-request capacity and scheduling priority — not a monthly request-count allowance.
• Additional requests beyond capacity enter your queue rather than being rejected.
• Requests do not expire when the billing month ends.
• Essential = standard priority · Business = elevated · Priority = highest normal priority.
• Higher care levels get greater priority for what is taken next.
• Customers who have already waited keep fairness and seniority — lower tiers are not permanently starved.
• Once DM Media has actively begun a request, a newer higher-priority request does not interrupt that work.

Safe update procedure

Where technically supported:

1. Create a backup / restore point where technically supported
2. Perform the update
3. Inspect critical pages and functionality
4. Roll back if necessary

Critical Site Issues

Genuine critical problems get a separate triage path on every plan. That means priority triage — not guaranteed immediate repair, and not 24/7 human support. Automated monitoring may run continuously; that is different from round-the-clock human service.

Website Care vs a separate project

Website Care covers maintenance and smaller ongoing updates. Work that materially changes structure, design, or functionality is generally a separate project quote. DM Media may classify requests that way when needed.

Sites DM Media did not build

Website Care may be available for websites DM Media did not originally build. Those sites need an initial Website Health Check. Major pre-existing problems may require a separate repair quote before ongoing Care begins.

Separate expenses

Billing, upgrades, and failed payments

• Month-to-month recurring · no long-term contract at launch · cancel anytime.
• Cancellation normally becomes effective at the end of the current paid billing period.
• No prorated refund by default unless DM Media makes an exception.
• Upgrades may take effect immediately with provider-supported proration where configured.
• Downgrades take effect next billing cycle.
• Failed payments: 7-calendar-day grace period. Day 0 notice, Day 3 reminder, Day 6 final reminder. Day 7 Care pauses if still unpaid — queued requests pause but are not deleted. Successful payment restores Care.

Payment-provider events power these notices when billing is connected. The site does not fake successful payment behavior.

Cancellation

Cancellation does not use dark patterns. Feedback is optional and never blocks canceling. Before final cancellation, DM Media may ask why you are leaving:

• Cost
• No longer need
• Business / site closing
• Not using enough
• Service didn’t meet expectations
• Switching providers
• Temporary financial reasons
• Other

Optional: “What could DM Media have done better?” Confirmation should show your exact Care coverage end date when known. You remain covered through the paid period. Cancellation is not a way to dump months of project work into the final days of service. When coverage ends, monitoring, Critical Site Issue triage, and request processing end. A scheduled cancellation is generally reversible while the paid subscription is still active. After coverage ends, reactivation may require a new Website Health Check if enough time has passed or the site materially changed.

Monthly Website Care Report

Reports only include metrics DM Media actually verifies — for example site status, uptime, SSL status, backups, maintenance performed, completed and queued requests, security or performance observations, and recommendations when available. Monitoring statistics are never invented.

Website Care FAQ

What can I request?

Website Care covers maintenance and smaller ongoing updates such as text and image changes, hours and contact updates, broken links, small product updates, minor content adjustments, and — on higher plans — more involved content updates and minor layout changes on existing pages.

Can I submit multiple requests?

Yes. You can submit legitimate Website Care requests whenever needed. Your plan sets how many can be active at once. Extra requests enter your queue instead of being rejected.

How does the queue work?

Requests beyond your active capacity wait in your queue. DM Media takes the next request based on plan priority and fairness for customers who have already waited. Once work on a request has started, a newer higher-priority request does not interrupt it.

What does active-request capacity mean?

It is the number of Care requests DM Media can work on for you at the same time: Essential 1, Business 2, Priority 3. It is not a monthly request-count allowance.

Do requests expire each month?

No. Requests do not expire simply because the billing month ends. You should not wait until next month to submit a legitimate request.

How does priority work?

Essential is standard priority, Business is elevated, and Priority is the highest normal priority. Priority affects what is taken next. It does not interrupt work already underway, and lower-tier customers are not permanently starved.

Can DM Media make minor layout changes?

Yes on Business and Priority Care for minor layout adjustments and rearranging sections on existing pages. Major structural or redesign work is a separate project.

What counts as a redesign or separate project?

Major redesigns, major structural changes, major new functionality, large page additions, e-commerce setup, custom development, branding work, and anything that materially changes the site’s overall structure, design, or functionality generally need a separate quote.

Can you add new pages?

Small content updates on existing pages are Care work. Large page additions or pages that change the site’s structure usually need a separate project quote.

Are backups included?

Where technically supported, DM Media creates a backup or restore point before higher-risk updates as part of the safe update procedure.

Is monitoring included?

Yes. Every plan includes basic uptime monitoring, SSL monitoring, and security/health observations. Automated monitoring may run continuously; that is not the same as 24/7 human support.

Can you update products and pricing?

Small product updates are included. More involved product or content management fits Business and Priority Care. Large catalog builds may be separate project work.

How long do requests take?

Timing depends on request complexity, your plan’s priority, and what is already in progress. DM Media does not promise instant turnaround for ordinary Care requests.

What counts as a critical issue?

Examples include the site being completely down, checkout broken, apparent compromise, major essential functionality broken, or an SSL/security issue blocking normal use. Ordinary content edits and last-minute deadlines are not critical issues. Critical issues receive priority triage — not a guaranteed immediate repair.

Can I upgrade or downgrade?

Yes. Upgrades may take effect immediately with provider-supported billing adjustment where configured. Downgrades take effect on the next billing cycle.

How do I submit a request?

After Website Care is active, you submit requests through the Care request path provided during setup. Until billing and the customer portal are fully connected, DM Media will confirm the live submission method with you.

What happens when work is completed?

DM Media notifies you when requested work is complete. Significant visible changes may be shown for approval when appropriate. Completed work appears in your Monthly Website Care Report.

What isn’t included?

Redesigns, major new features, hosting, domain registration, business email, paid plugins, and third-party fees are not included unless a separate agreement says otherwise.

Is hosting, domain, or business email included?

No. Those remain separate expenses unless explicitly included in a future agreement.

What about paid plugins or third-party fees?

Paid plugins, apps, licenses, and third-party provider fees remain separate unless a future agreement includes them.

Can DM Media care for a site it didn’t build?

Yes, after an initial Website Health Check. Major pre-existing problems may need a separate repair quote before ongoing Care begins.