TOP |  How can we estimate in advance our usage of MildLemon Web Maintenance Service?

If you had your site maintained by a non-professional, it is fair to say that maintenance time will be shorter if conducted by Mild Lemon. Generally, we recommend starting with the next lower package of your current maintenance time. The usage statistics as shown in your account is a good indicator for the coming year.

TOP |  Will unused hours expire at the end of the month?

Only to a certain percentage. See the following example: You have a maintenance package of four monthly working hours. In July, however, only 2 hours are needed. Of the unused hours (2h) 50% will be transferred to the next month (1h). Consequently, for the month of August you have a total of 5 credit hours. Note that transferred working time always completely expires at the end of the month. The basis of calculation is always the maximum monthly working load as defined in your maintenance package.

TOP |  Is the scope of a Maintenance Package limited to existing elements of a website or can we also ask to add new features such as all-new pages or interfaces?

As long as you have enough time credit for a particular task to be completed, and provided the compatibility and potential of your server infrastructure, a maintenance contract includes all activities of a professional webmaster, thus including complete redesign of certain areas or adding new pages.

TOP |  Do you make regular backups of our website/databases?

Definitely. A maintenance package includes backing up your entire website on a regular basis. Usually backups will be made with every update.

TOP |  How does Website maintenance work technically?

Usually, websites are stored on a web server, which can be accessed globally through FTP (File Transfer Protocol). In case of database involvement such as MySql there are additional editing tools, commonly PhPMyAdmin, we have to use.
All access data is kept strictly confidential by MildLemon and will be destroyed by the end of the service period.

TOP |  How do we post a maintenance job?

Your service account provides a dedicated web-based interface to post new jobs. Define the job(s) you want us to do and if necessary, attach any relevant files (eg texts, images). Once submitted, the job will be listed under ‘pending jobs’ and goes straight to your MildLemon webmaster. Upon completion, you will be sent a detailed service report.
Your service account features several customization settings. Among others, you can set the system to sent reports directly to your email address.

TOP |  So we always have to login to our service account to post a job?

No. In addition to your online service account, each new client is issued a dedicated service email address (eg. service0117@mildlemon.com), which connects directly to his/her webmaster. Thus, If you do not want to login to your service account on the Internet, you can use any email client such as MS Outlook and send the job to your service email address.

TOP |  How long does it take for my MildLemon webmaster to complete a job?

This will depend significantly on the amount of work. Following our policy, jobs should be completed within 24 hours. However, from our experience, the vast majority of our webmaster jobs are done much faster, sometimes even within 1 or 2 hours.

TOP |  What happens if the labor exceeds our remaining time credit?

Before your MildLemon webmaster will start performing a job he will estimate the labor and compare it with your time credit. In case you do not have enough credit for a job to be performed, you will be informed accordingly and given appropriate options or alternatives.