Bigger technical work and calls are paid for with Anytime Credits. Credits are bought in advance, added to your account, and then debited as work gets done.
Credits give us both a lot of flexibility, without having to predict exactly how long something will take. Most agencies simply over-compensate and charge way more for the project, whether you use their time or not. I’d much rather keep your monthly rate reasonable and have a predictable system for the hands-on work you need.
What Your Plan Covers
The everyday stuff that keeps your site healthy is part of your monthly plan:
- Hosting (if your site is on Concierge Cloud), daily backups and security
- Plugin, theme and WordPress updates, usually every Monday
- Security monitoring, protection and firewall
- Answering your questions (I obviously don’t charge to answer questions 😜)
- Little tiny tasks. If something takes me a minute or two, I’m not going to bother counting the time. 😇
If you’re ever unsure whether something is included, just ask before you worry about it. I’ll tell you up front.
What Uses Credits
Bigger or one-off work that goes beyond the day-to-day:
- Hands-on development (new pages, features, functionality)
- Strategy calls and implementation sessions
- More involved troubleshooting, like plugin conflicts that take real detective work
The Anytime Credits page has typical credit ranges for common jobs.
The Basics
- One credit is roughly one hour of my time. A single credit is $140, and packs of 3, 5 and 10 cost less per credit.
- Credits never expire. Use them whenever you need them.
- Plan members get a discount on every credit purchase: 20% on Core, 25% on Pro, 30% on Platinum (Essentials doesn’t include a discount). It’s applied automatically as long as you’re logged into your account when you buy.
- Unused credits can be refunded within 30 days of purchase.
I recommend keeping a small balance of credits on your account at all times. That way, if something comes up unexpectedly, we’re ready to handle it without that awkward “please add credits first” moment.
How Credits Are Debited
Credits are debited in whole units. I track partial time internally and don’t make a debit until a full hour has been used.
Whenever credits are debited, you get an automatic email showing your new balance.
Included Hours On Pro And Platinum
Pro includes 1 hour of hands-on time per month and Platinum includes 3 hours. I can do things on your site up to that amount of time and no credits are needed. If we go over, credits are used.
Included time isn’t added to your account as credits. I track it internally. It also doesn’t carry over from month to month (unlike credits, which never expire).
Checking Your Balance
Your balance is on your account dashboard. To see every debit, click “Credit Debit History”. You can add credits from there too.