Understanding The Differences Between Support and Customization

Free Support vs Paid Customizations

This guide explains the difference between support (included in your plan) and customization (which may incur additional fees). 

We hope this helps you avoid confusion and improves our communication moving forward.

 

Access to Jumix Support

As a Jumix website client, you’ll have access to our Support Portal, where you can connect directly with our expert team for content updates and technical assistance. 

Your plan includes a specific number of support service hours per year, which resets upon annual renewal.

What’s Covered Within Support Hours

Content updates covered within your support hours include basic image or text replacements on layouts that were part of the original website design approved during the mockup phase.

Examples of content updates:

  • Update office address on the contact page after moving.
  • Upload an article to the blog for an upcoming event or exhibition.
  • Remove a former team member from the About page.
  • Add new partner logos to the homepage.
  • Update the recipient email for your enquiry form.
  • Install Meta Pixel or Google Tag Manager code.

These are considered content updates. Before starting, our support team will inform you how many hours will be used from your quota. Work begins upon your confirmation.

 

What’s Not Deducted from Support Hours

Technical problems refer to features or functions built into your original website that are no longer working as expected.

Examples of technical problems:

  • Unable to log in to the admin panel without making any changes.
  • Uploaded article or product doesn’t appear on the website.
  • Homepage banners disappeared without reason.
  • Form submissions appear in the backend but not in email inbox.
  • Google Map on the contact page displays an error.

These system-related issues are covered by support and do not count toward your service hours.

 

What Counts as Customization

Customization refers to any request involving layout, design, or functionality that wasn’t part of your original build. These require extra time and effort and will incur additional charges.

Examples of customization:

  • Replacing a video banner with a sliding banner (layout change).
  • Adding a new preloader animation.
  • Adding a new “Job Vacancy” section to the team page.
  • Plugin installation (setup, styling, and testing required).
  • Adding a language switcher.
  • Restoring the site due to user error (may incur a restoration fee).
  • Adding a product filter feature.

These fall outside routine support and will be quoted separately. You’ll always receive a quote before being billed, so you can decide whether to proceed.

Important Notes

Your website will continue to run smoothly as long as you don’t alter core settings or structure.

  • Issues like email delivery failures or downtime are typically server-related, handled by our email or hosting provider.
  • If you’re not receiving emails from your contact form, it’s likely related to your email provider (e.g. Gmail, Outlook). Check your spam folder, SMTP settings, or contact them directly.
  • For site loading errors or feature breakdowns, we’ll coordinate with our server team to troubleshoot and fix the issue.

 

Thinking of updating plugins or CMS?

Contact us first, we’ll assess the risk and handle updates safely. DIY changes to plugins or code may cause problems.

To avoid downtime: 

  • Don’t edit HTML or backend settings unless you’re experienced.
  • Always back up your website content.

If you’re ever unsure, just drop us a message, we’re always here to help.

Empowering You with Self-Help Resources

We believe in empowering you to take control of your website. Our knowledgebase is available 24/7 with best practices, how-to guides, and tips.

Use this guide for quick tasks like uploading products or publishing blog posts:

And of course, if you ever need help, we’re just a ticket away.

Need More Support? Here’s How to Top Up

On-Demand Support – From RM350 / USD$90 per hour

  • Includes investigation time
  • You’ll receive an estimate before we begin

Monthly Support Plan – From RM5,000 / USD$1,250 per month

  • Support via email and portal
  • Prepaid, with a 3-month minimum commitment

Note: These support plans cover only technical support, not customization or new feature requests.

If you’re unsure, just reach out to us at support@jumixdesign.com.