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Frequently Asked Questions

This is where you will find most answers. If there should still be any questions left, don't hesitate to contact us.


Our website isn't that old, why do we need a new one?

To be most efficient, engaging and safe, websites need constant retuning, just like a car. To continue with that metaphor, cars that are well taken care of, last longer. Unfortunately, at some point, they all need a new engine, new paint and eventually find their way to the scrap heap. One year for a website is like seven years for a car. Web development is one of the fastest evolving technologies as are the mobile devices that now power the internet. If your website is past its second birthday and has not been under the watchful eye of a web professional, it’s most likely due for an overhaul. Reworking an existing website if often just as time-consuming as updating it.

Will I be able to update the content of my website?

Yes. Updating your website's content will be as easy as using MS Word! The website comes with an intuitive, easy to learn award-winning, configurable WYSIWYG (What You See Is What You Get) editor. This interface includes advanced, text, image, file and link handling, plugin support, and an Administration interface for editor configuration. We will provide you with the basic training you need in order to successfully update your content. If you ever need help or have questions, we are always available to assist you.

How long will it take to get the new website on-line?

Most website packages typically take 30 days to complete. If your project includes advanced or multiple components, a shop or custom features additional time may be required. An estimated completion date will be provided.

Can anyone in my company update content on the website?

Yes, if you want. We can set up additional restricted user accounts for branches or workgroups within your company, at your request. These accounts can be configured with varying degrees of access. This approach allows for a collaborative effort to keep your website content up-to-date.

What materials do I need to provide?

The written content, artwork, high-resolution photos and media you provide will be integrated into your website. To achieve the best layout, design, and performance of each page, your package includes the following basic graphic services: cropping, resizing, rotating, light color/contrast correction and converting your images and artwork to low-resolution file types/size. If you do not have artwork/media/content we can create/source/license this for you for an additional fee.

Can I request changes after I have approved work?

Your project includes an allowance of time for making changes, adjustments and tweaking. Once the template and sitemap have been approved, changes or additions outside the agreed scope of work might require additional time and costs to complete. For example, if you purchase a medium package and request items that require a large package, we will advise you to upgrade your package. Your project will never go over budget without your informed consent.

Can I see the project as it progresses?

Yes, you will be able to log in at any time and see what is being done. Your involvement, feedback and approval of the work as it progresses is very important.

Why are meta tag descriptions and keywords important?

Why are meta tag descriptions and keywords important?

What does CMS mean?

CMS stands for content management system, which is a software tool that allows you to create, edit, manage and publish content on the web. There are many different CMS options available, but they all share the common goal of providing the user with an intuitive interface for building and modifying webpage content.

What does SEF or SEO mean?

SEF / SEO (Search Engine Friendly / Search Engine Optimization) refers to the efforts made to improve your websites ranking with search engines. Put simply, it ensures your website can be found in search engines like Google for words and phrases most relevant to what your website offers and what your customers search for. Your website will be built to be SEO ready, by making sure the structure and content are fully optimized so it is well indexed by search engines. Having this foundation done right is an essential step in improving your organic (free) search results.

Ticket Systems

Can I test a ticket system before I pay?

Payment is not required to activate and set up your ticket system. We will provide you with a fully functioning ticket system and complete support for the first 30 days. At the end of your 30 days, you will be provided with an invoice, at this time you can pay the invoice and continue using the ticket system.

What will I need to provide for my Ticket System?

All you need to do is provide us with a few details and purchase a domain name through a domain registrar of your choice. Registering your domain name takes less than 10 minutes and typically costs no more than $12 per year. We can help you with the process. For an overview of the details we need to configure your ticket system, please click the button below.

Do I need to install anything on my computers?

No, our entire system is web-based. Once we have set up your ticket system all you will have to do is log in, from any desktop computer or mobile device, anywhere, anytime.

Digital Marketing

What is digital marketing?

Digital marketing, unlike its traditional counterpart, focuses it's efforts entirely online. The major branches of digital marketing can include:
Search Engine Optimization
Search Engine Marketing
Pay-Per-Click Advertising
Email Marketing
Content Marketing & Automation
Social Media Management

Data Security & Hosting

Can I use my current web hosting provider with the services you provide?

No, we require the web platforms we build and maintain to be hosted with 123-Internet. We require complete control of the configurations and settings needed for the optimum performance of your website and redundant backup systems in place. Many websites with high-security standards, PCI compliance and DoD/USAF websites are governed by an additional set of rules. The servers that house our websites have the added security measures of ISO Data Center Certification and Next generation DDOS protection to ensure your information meets Air Force Privacy Act and DISA regulations.

What is inlcuded with my web hosting?

The hosting package includes: 1 to 3 GB Disk Space (depending on package) + Email on a VPS with SSD, SSL included, automated Daily Back-Ups (3 times daily, maintained off-site for up to 30 days), free restorations, custom configured for your CMS, a variety of licenses and free CMS/extension updates, patches and debugging.

Are updates included?

Yes. Updates are immediate and ongoing to ensure the security and integrity of your website and are imperative in defending against hacking, malware and computer viruses. CMS and extension updates cover security gaps commonly used to compromise websites. Without frequent, ongoing and immediate updates your website's data and visitors to your website are vulnerable to a variety of risks. The majority of hacked websites could have avoided this hardship had they simply stayed current with updates and security patches.

Why is a Dedicated Server better than shared hosting?

Shared hosting is just what it sounds like. You are sharing the resources of a server with a wide range of other websites, with no guarantees of who your neighbors are. On a Dedicated Server, you won’t suffer performance issues, security breaches and configuration restrictions that are often associated with shared hosting environments. Additionally, your VPS is custom configured and optimized for your website, not generically set up to manage the basic needs of hundreds of customers. Your website/software is set up to work in perfect harmony with the server which ensures flawless operation, faster performance, and greater reliability.

What are the benefits to having SSL on a website?

Secure Socket Layers (SSL) is what websites and browsers use to ensure the information passed between them is kept secure and encrypted, serving as an anti-hacking shield. Adding SSL to your website is of great benefit to your overall ranking with popular search engines like Google. Anyone who visits your website will know you take your security seriously. With SSL your website address will begin with https://. Having the trust of your customers is an essential element of all internet business and commerce, SSL is one of the cornerstones of developing and maintaining that trust. Having SSL will also increase your ranking with search engines.

How do I know my data is safe?

We take data security and privacy very seriously. Our systems are hosted by ISO certified data centers protected by 24-hour surveillance and DDOS Protection. Backups are done 3 times a day and kept for 30 days.

Training & Support

Will I get any training?

Training is provided, one-on-one, through screen sharing sessions and teleconferencing. This proven method combined with the customer knowledgebase will give you everything you need to use the product you purchased.

How do I request support?

Requesting Support Via Ticket System Routine Support & Work Requests Support requests and work requests can be submitted 24/7 via the ticket system. After submitting your request, you will receive a ticket confirmation via email. From now on you can easily track the progress of all support requests and work orders using your email address. Urgent Support & Quick Questions You can also contact us during regular business hours us via Skype, Social Media, iMessenger, WhatsApp or Phone so we can provide immediate support for urgent matters or answer quick questions as they arise.

When is support available?

Support is available: Europe (GMT +1) Mon - Fri 8 am to 6 pm To accommodate your schedule, training can be scheduled outside of these hours on request.

Payments & Service Options

Do you accept USAF P-Card for services provided to the US Air Force?

Yes, the products are eligible for PCard use as outlined in AFI 34-275 (23 Jun 2011). When the package you select falls within the single purchase and monthly purchase limits the PCard can be used and is the preferred method of payment. PCard purchase limits vary across bases and theaters but typically range between $2500 and $5000 for the majority of FSS Programs. The total of your purchase may include multiple items; however, the total amount cannot exceed the single purchase limit. Splitting the purchases in order to stay under the single purchase limit is considered an unauthorized split payment. In cases where your package exceeds the single purchase limit of the PCard, a PO (Purchase Order) will be required from your local NAF Contracting Office. In most cases, this branch handles purchases under $25000 that do not require SAM oversight. We are familiar with this process and can provide the documentation typically required to support the PO request. Please note that if this payment method is used, the competed approved PO will be required prior to the project getting underway. If you have additional questions about PCard and Contracting/Procurement rules and regulations, please visit the NAFAFPO Website or consult with your local contracting officer.

What payment methods do you accept?

All major credit cards including Mastercard, VISA, Discover, American Express and PCard. We also accept payments via PayPal and bank transfer. Additional payment options are available on request.

Do I have to have a contract or sign up for services?

No, a contract is not required. If you want to cancel any portion of the services, all that’s required is 30 days notice prior to your annual renewal date.

What payment terms do you offer?

When the website or requested work has been completed an invoice will be provided. Payment is due upon invoice. Net 30 Terms are permitted when an approved PO is provided in advance.

We accept a variety of payment methods and are familiar with NAF/USAF financial instruments and regulations. PCard Info & FAQ

  • Amex
  • Discover
  • JCB
  • Mastercard
  • PayPal
  • Pcard
  • Visa
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