At ALG Studio, our goal is to provide reliable, structured, and timely support for all clients who use our web design, branding, and digital services. This Support Policy explains what is included in our support, how to contact us, and what falls outside the scope of complimentary assistance.
1. What Our Support Covers
We offer support for:
Questions related to completed projects
Minor clarifications about delivered work
Guidance on using features we built for your website
Fixes for issues caused by our own work
Troubleshooting related to design, layout, or basic functions
Assistance with small post-launch adjustments (within reason)
If an issue is caused by an error on our side, we will correct it promptly at no cost.
2. What Our Support Does Not Cover
Some requests require additional billing because they fall outside standard support:
New features or redesign requests
Major layout changes
SEO strategy revisions
Content writing or content uploads after launch
Plugin purchases, setup, or third-party integrations
Hosting issues caused by the hosting provider
Fixes for client-installed plugins or changes that break the website
Ongoing updates or maintenance not included in a support plan
These tasks can be completed under a separate service agreement or maintenance plan.
3. Response Time
We aim to respond to all support inquiries within:
24–48 business hours (Monday–Friday)
Requests submitted on weekends or holidays will be addressed the next business day
High-priority issues (website down, major error) are addressed as quickly as possible.
4. How to Request Support
For any questions or issues, please contact us:
📧 info@algstudio.ca
Include the following to help us assist you faster:
Your name or business name
A clear description of the issue
Screenshots or links (if applicable)
Any recent changes made to the site
We may request temporary access to your website, hosting, or tools in order to resolve technical problems.
5. Maintenance & Ongoing Care Plans
If you require continued updates or long-term support, ALG Studio offers optional maintenance plans which may include:
Monthly updates
Security checks
Backups
Performance monitoring
Bug fixes
Content changes
Priority support
These plans are billed separately and can be customized to your needs.
6. Third-Party Tools & Services
ALG Studio is not responsible for:
Hosting downtimes
Domain issues
Plugin conflicts created by third-party updates
Email provider errors
Platforms not managed by us (Shopify, Wix, social media, etc.)
We will always try to guide you, but issues caused by third parties may require additional time or fees.
7. Fair Use
Support is intended for reasonable requests. Excessive or repetitive support demands may require:
A support plan upgrade
A new service agreement
Additional billing
This ensures we can assist all clients fairly and efficiently.
8. Policy Updates
ALG Studio may update this Support Policy at any time. Continued use of our services indicates acceptance of any changes.