Frequently Asked Questions (FAQ)

1. Where can I find tutorials and guides?

All tutorials and guides are available in our Knowledgebase for easy access.

2. What are your support hours?

Our support team is available from Monday to Friday, 9 AM – 5 PM (GMT+8), on standard business days (excluding public holidays). Please submit a ticket through our ticketing system for assistance.

3. Will you backup the system for me?

Backup frequency depends on your package and add-ons:

Launch Web Design plan: Daily backups with 3 copies.

Ascend Web Design plan: Daily backups with 7 copies.

4. My website is live, but I have no sales. Can you help?

Of course! Let’s discuss how we can boost your sales. Book a call, and let’s explore our digital marketing services like Facebook marketing, Instagram marketing and Google marketing.

5. I accidentally deleted something and now my website is acting up. Will you help?

We’re here to help, but user-generated errors may incur a fee. Our technical support covers website accessibility, interface visibility, and core features. For issues caused by user errors or third-party services, we may need to charge accordingly. Full details can be found in our Terms and Conditions. 

1. Domain

Your domain is the web address people use to visit your site, eg. jumixdesign.com is our domain.

2. Custom Pages

We create uniquely designed pages layout tailored to your business needs.

3. Adaptation Pages

Adaptation pages reuse layouts from your custom pages to maintain design consistency.

4. Contact Form

Contact forms let visitors reach you directly. You can have multiple forms for different purposes, like job applications, partnerships, or customer inquiries.

5. XX Hours Website Update per year

Depending on your package, you get a set number of hours annually for minor updates (e.g., changing pictures, text, or links). Note that creating new designs or sections is not included.

6. XX GB Hosting Storage

Your hosting storage is the space allocated to your website for storing files like images and videos. If you need more space, additional storage can be purchased.

7. Dual / Multi Language

If you are opting for this feature, your website will have a language toggle button to change languages. You’ll still have to provide us with the content write-up for those languages.

8. Renewal

Websites are on a yearly subscription. If you choose not to renew, your site will go offline.

9. Mock-up Design

A mockup is a static design of a web page but is not functional. We’ll provide a static mock-up for you to approve before we move forward with full development.

10. Mobile Friendly

All our websites are responsive, meaning they automatically adjust for the best viewing experience across devices like desktops, laptops, tablets and smartphones.

11. Social Media Links and Icons

We’ll add social media links or icons to your site. Note that pulling feeds from social platforms isn’t included.

12. Google Tools Integration

Setting up Google Analytics, Google Search Console and Google Map is part of our standard services. You can provide us with these accounts and we’ll install it on the website for you, so that you can track meaningful data. A new account may be created on your behalf if you don’t have one. Please note that if these are not installed, you may not be able to retrieve past websites data in the future. Data will only be captured AFTER they are installed.

13. Security: Firewall, SSL, Password Encryption, Anti-Spam, LiteSpeed Cache

Your website will come with built-in security features like SSL, firewall protection, password encryption, and anti-spam tools for added protection.

Firewall is meant to protect our server from hackers injecting viruses and malware

SSL is meant to prevent hackers from stealing any information transferred, like from your contact forms.

Password Encryption ensures the password entered by your visitors becomes gibberish and cannot be viewed as plain text.

Anti-Spam will reduce the amount of spam emails and messages you get.

LiteSpeed Cache helps with the loading speed of websites.

14. Support & Maintenance

Access to Knowledgebase: You get access to our knowledge portal so you can do some of the edits on your own. The edits access may be applicable for Nitro clients only.

Automated Backup: Your entire website snapshot will be backed up onto our server depending on the schedule you sign-up for. This would be backed up onto the same server as your website is hosted. We encourage off-server backup for better security, you can contact us if you want to opt for off-server backup.

Plugins and security updates: Website requires consistent updates and this is where we’ll handle them for you.

Website Caching: This is a feature that would increase the loading speed of your return website visitors.

15. News, Blogs & Articles

A content management system for publishing articles is available in certain plans.

16. Sales & Marketing Integration

Messenger or WhatsApp Chat: We’ll add a button to your website that will link to your Meta Messenger chat or WhatsApp.

3rd Party Live Chat Integration: If you’re using any 3rd party live chat plugin, just send the embed code to us and we’ll integrate it for you. Additional fees may apply if the integration requires API.

Mailchimp or Brevo Integration: We can integrate your Mailchimp or Brevo forms to your website, so the form data submission will go straight to your Mailchimp or Brevo account. If you’re using any 3rd party email marketing service, just send the embed code to us and we’ll integrate it for you. Additional fees may apply if the integration requires API.

17. Stock Photos per Year

We have our own library of royalty-free photos and we’ll handpick them to use on your website. While we do not charge you any fee to use the photos, you do not have the access to the original file, nor can they be used for any other purpose or platform other than your website.

18. Basic Speed Optimization

If included in your plan, we’ll enable browser compression and optimize images for faster load times.

1. What does no transaction fee mean?

We don’t charge transaction fees on our eCommerce platform, so 100% of your sales are yours. However, third-party payment processors (e.g., Stripe, PayPal, eGHL) will charge their own fees.

2. What are custom pages design?

Custom pages are uniquely designed layouts for key content like your homepage, About page, or category pages.

3. What are staff accounts?

These accounts allow your team to access the backend of your eCommerce site with individual credentials, so you and your team can work on the backend simultaneously.

4. What are included in the website’s update per year?

Depending on your package, this is the amount of man hours you get to use our team to help you on tasks like do some small changes like changing picture, text, email address or links in the website. *Please note that this does not include creating any new design, making edits to your images or creating new pages, layouts or sections.* 

5. Can you help me upload products?

We’ll upload up to 10 sample products for free. After that, you can upload the rest or hire us to do it for a fee.

1. What is the difference between Shopify Free Theme and Shopify Premium Theme?

Free theme as the name states, it’s free to use.

Premium themes cost us a fee to purchase.

Shopify’s free theme has limitations on layouts, features, styles and design that we can do. So you can expect a pretty basic store design if you’re using a Shopify Free Theme.

Shopify’s premium theme gives us more freedom and access that we can utilize to customize the design to suit our needs.

2. What are custom pages design?

We’ll create unique layouts for key content pages like Home, About, or Collection.

3. Can you help me upload products?

Depending on your plan, we’ll upload 15, 30, or 50 products for you. You can upload the rest, or we can handle it for a fee.

4. Do you provide support and maintenance after the Shopify website is done?

Shopify offers its own support, but we include 30 days of free technical support after the site is launched. Post-30-day support is available for a fee.

1. What is your scope of work for content marketing?

• Research & Planning
• Visual design & editing
• Caption writing
• Scheduling & Posting (FB & IG)

2. What kind of content will you create if I sign up for content marketing?

The content varies based on the package you choose. 

Below is a general overview for a minimum 4-month commitment:

Starter Plan:

10x Single Image Posts

4x Carousel Posts

2x Video Posts (Reels / Stories)

Emerging Plan:

20x Single Image Posts

8x Carousel Posts

4x Video Posts (Reels / Stories)

Thrive Plan:

30x Single Image Posts

12x Carousel Posts

6x Video Posts (Reels / Stories)

3. What if I’m not satisfied with the artwork or copywriting?

We offer up to two free revisions per content. Additional revisions will be charged at RM180/content/revision. For performance marketing (ad campaigns), we don’t recommend changing content as it may affect performance.

4. What kind of video content is included in the standard package?

We determine whether a post benefits from static images or basic video content (e.g., animations or GIFs). Any video content will be limited to basic editing without requiring shoots. If occasional shooting is required, it’s treated as a bonus, not a service obligation. If professional video production is needed, we can provide a separate quote.

5. Can I pause or hold my ads/content during the contract? 

You must provide 30 days’ notice if you need to pause our management. 

The maximum hold period is 60 days. 

A reactivation fee of RM800 applies after 60 days, with a 30-day grace period before we resume work on your content or ads.

6. Are your performance marketing fees inclusive of ad spend?

No, ad spend is not included. You can pay for ads directly to Meta via your credit card. We’ll assist you with the billing setup during the onboarding process.

7. Why don’t I see the ads you run for me?

You may not be part of the targeted audience for your ads. Additionally, we typically use ‘dark posts,’ which are not visible on your feed but run in the background. You can view active ads on the Meta Ads Library.

8. Can I run Facebook and Instagram ads without a website?

Yes, but having a website is highly recommended. It allows for more data collection and typically yields better conversion rates. If needed, we offer website design services.

9. Can I change my plan or budget during the contract?

You can upgrade or downgrade your advertising budget during the contract period, as long as it’s still within the maximum spend, no change of plan is required.

However, if you need to upgrade or downgrade your service plan, please contact us for a seamless transition.

10. Will I receive a report on campaign performance?

Yes, you will receive a report either monthly or bi-monthly, depending on your plan. Reports will be sent within 7 business days after each 30-day campaign cycle.

Eg. If your first month campaign starts on 1 June 2025 and ends on 30 Jan 2025, you will receive your report no later than 10 July 2025. You will be able to see the important metrics and performance details of the campaigns.

1. What is your scope of work for Google Ads services?

• Keyword Research & Planning
• Keyword Strategy & Setup
• Placement Strategy
• Ad Copywriting (Headlines & Descriptions)
• Visual Design (for display campaigns)
• Scheduling & Publishing Ads

2. Will you manage my Google Ads account or use your own? 

Typically, we manage your account through our My Client Centre (MCC) for efficient handling. Alternatively, we can manage your existing Google Ads account under a minimum 12-month contract.

3. How does Google Ads work?

By running a Search campaign, we are bidding on keywords that are related to your industry, product or service. For example if you are selling phone accessories, we will bid on keywords like ‘iphone case’, ‘iphone accessories’, ‘samsung charger’ etc. So when people perform a search with those keywords or a close variation of the keywords, your website link and Ad will appear on the first page result.

For Display campaigns, we place your company or product banners on Google Display Network, which consist of a lot of websites in the world, such as thestar.com.my. malaysiakini.com, blogspot.com, mudah.my and many more! We can also specifically target websites that are closely related to your company, such as websites that talk about your product, or compare companies within your industry.

As for the Remarketing campaign, for all those visitors who previously visited your website in the last 30-60 days, we can show your banner ads to them again in order to attract them back to your website to make a purchase or perform an action. This is very useful in situations like when they can’t make up their mind the first time they visit your website, they can come back a few days later as you reminded them again with remarketing ads.

4. How do you target my potential customers?

We use a variety of strategies including demographics, location, interests, and keywords. You can also provide insights about your most profitable customers and competitors to improve our strategy.

5. Can I run Google Ads without a website? 

The short answer is no, you can’t run Google Ads without having a website or at least a landing page. The people who come from your ads need to land on somewhere, which typically is your website or landing page, then they can fill up a form to contact you.

6. Can I pause my ads during the contract?

You can pause ads with 30 days’ notice. 

The maximum hold period is 60 days, and a RM800 reactivation fee applies after this period. 

A 30-day grace period is needed before we can resume work.

7. Are your fees inclusive of ad spend?

No, ad spend is billed separately and paid directly to Google via your credit card. We will help with the billing setup.

8. Why don’t I see my Google Ads? 

Google Ads use advanced targeting, so you may not always see them. They are shown to the specific audience we target based on location, time of day, interests, and search behavior, ensuring your budget is spent on relevant clicks.

9. Do you provide a report?

Yes, you will receive a report either monthly or bi-monthly, depending on your plan. Reports will be sent within 7 business days after each 30-day campaign cycle.

Eg. If your first month campaign starts on 1 June 2025 and ends on 30 Jan 2025, you will receive your report no later than 10 July 2025. You will be able to see the important metrics and performance details of the campaigns.

1. What’s the difference between a logo design and a full branding service? 

A logo is a part of your brand identity. Full branding includes your logo, visual identity, messaging, and how your brand communicates across all touchpoints.

2. How do you ensure my brand resonates with my target audience?

We conduct audience research and market analysis to create a brand that speaks to your ideal customers, ensuring alignment with their values and expectations.

3. Will I receive brand guidelines after the project?

Yes, depending on your package, we provide a Brand Guidelines Document outlining your visual assets, colors, fonts, and messaging to maintain consistency.

4. Do you offer rebranding services for companies going through mergers or acquisitions?

Yes, we specialize in rebranding during mergers and acquisitions, ensuring a smooth transition while honoring the legacy of the previous brands.

5. Can you help with personal branding for entrepreneurs?

Absolutely. We help entrepreneurs build personal brands that reflect their values, expertise, and vision, positioning them effectively in their industry.