Customer satisfaction is one of our highest priorities. To ensure we provide our customers with a consistent and high quality service, we follow a Web Design Process Policy as set out below.

This document forms part of our Web Design Terms and Conditions.

Step 1 - Starting your Website

• Our first stage is largely a fact-finding process. To get your website started we will discuss the size of site required and the possible facilities required. We will also discuss your business requirements and target audience in detail. We will take the time to learn more about you and your business, then use our knowledge and skills to create effective, individual web solutions to meet your needs. We will ensure that the web solutions we provide will be appropriate for your business, matching your budget, aims and expectations. We will also be able to discuss the possible layouts for your site and any preferred colour schemes, fonts, etc.
  
  
• Once we have gathered all of the information above and discussed your requirements in detail, we will produce a Web Design Plan. This will formalise what has been discussed and will include a quote. If you any questions with the Quote or the plan, please contact us. Whilst we will do our best to remove any jargon from the Design Plan, we would encourage you to discuss any questions with us immediately. Our friendly staff will be more than happy to assist.
  
  If you run a club, charity or not for profit organisation, please ask about our Website Payment Plan. Please call 0800 09 88 375 and we will more than happy to help you.
  

Step 2 - Placing you Order

• It is at this stage that we will need a firm indication of the layout and look that you want for your site. This may be similar to a current printed brochure or website, or could be from a choice of layouts that we have recommended.
  
  
• We will require the material to be shown on the site, including the words, pictures and graphics for each page. If you want us to source the pictures, then we will need your ideas for these. We have a Digital Images Library with a range of Stock Photos which customers can purchase for their website. Please advise us at this stage if the text and images you need for your website are not in digital format. We can arrange for a member of our Office Services Team to contact you. They will then prepare the documents for you in a format which we can use for your website.
  
  
• For more information on our Office Services, please visit www.uplugged.co.uk/office
  
  
• Unless you already have a Domain Name and Hosting Account, we would recommend discussing this with us at stage 1. We can help you find the right package to suit your needs. We provide a complete range of Web Hosting Solutions.
  
  
• A deposit* of 50% of the price quoted is required at this stage along with an authorised PO or Order Number. Your PO or Order Number must be on your order form. If you have already received our Web Design Plan and quote and would like to proceed, please call us on 0800 09 88 375. We will then invoice you for the deposit.
  
  *Excludes our Basic Home Page Package. Our Online Basic Home Page Package must be paid for in full at time of order. See our prices page for package information.
  

Step 3 - Designing your Website

When we have received your Order, PO/Order Number and Deposit, we will begin working through the Designing your Website stage.


• Your website will be hosted on our server during the design stage. If you need your site going live on your Hosting Package immediately, please let us know at stage 1.
  
  
• After we have completed a draft page of the site, we will ask you to take a look and comment on the design. We will upload it to a password protected area on the Internet where only you and uPlugged will have access.
  
  
• When you have approved the home page, we will complete the other pages of your website. We can e-mail you regularly to keep you informed of our progress. You will be able to use your log in to view the site at anytime. You will be able to provide feedback throughout the design stage to ensure that you are 100% satisfied with your website.
  
  
• When you have approved the design and layout of your initial page, we will then build the rest of the website using the approved design and layout.
  
  
• When the website has been completed, the full outstanding amount will become due and must be cleared before we can upload your site to your Hosting Package. You would have already been advised an estimated date for completion. Should the date change, we will inform you as soon as possible.
  

Step 4 - Uploading to your Hosting Package

When we receive the balance payment, we will:-


• Remove the password protection of your website and upload it to your Hosting Package. If you would rather upload the site yourself, we can provide you with your website on a CD for an additional fee of £4.99. This is optional. Please contact us if you require this.
  
  
• Promote your website to the search engines* - it can take anywhere from 2 weeks to 3 months to be added to the main search engines. We do not guarantee your position in the search engine results as this is out of our control. We can discuss and advise you on how to get better results from the search engines*. Our Web Hosting Service can provide more details and services in relation to SEO (Search Engine Optimisation).
  
  
• Ensure that you are completely happy with your website. In the unlikely event that your website has any errors, we will fix them completely free of charge within the first 30 days after your website has been completed. This includes typos, broken or missing links and other technical faults due to our design. Errors caused by you will be subject to our maintenance fee. If you require ongoing maintenance, please ask for details.
  
  *This only applies to new websites. If you already have a website, we will not normally try to register it as it assumed this would have already been done by either yourself or your previous webdesigner. If you would like us to register you with the main search engines, please let us know at Stage 1 so we can make this part of the web design plan.
  

Step 5 - Technical Support

• Before your site is uploaded to your server or hosting package, we will run your site through a series of tests. We check for broken links, missing images, and cross browser compatibility to ensure you receive the highest quality product. We will be available to provide any further maintenance as and when required subject to our Management and Maintenance Rates.
  
  
• We offer a range of Maintenance and Management Packages to help you run and manage your website. Our packages come with inclusive free minutes. You will also benefit from a discounted hourly rate once your inclusive minutes have been used.
  

Commitment to Quality

• At uPlugged, we aim to promote long-term business relationships with all of our customers and we appreciate any feedback. We work hard to ensure every aspect of our service, including our internal processes, meet with our customers' high expectations and we periodically update our system to keep up with our customers' changing requirements. If you feel we could have done better in handling your order, please feel free to contact us.