In this rapidly changing Ecommere environment, it is easy to get lost or have questions. Below is a list of our most commonly asked questions. If you don't find what you are looking for, or simply need to talk to us for any reason, please call us at (206) 407-3347 or use our Contact Form.

Q. Can I cancel my account at anytime?
A. Yes. No restrictions. You can even cancel a prepaid plan without losing your money -- we'll treat you as if you'd had a month to month subscription all along, and refund the difference. All you have to do is log into your account, click on My Account, and choose the "Change/Cancel" category.

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Q. Why do you require a credit card for the free trial?
A. We require a valid credit card for every Support My Web membership, including all promotions. This is to verify account information and ensure your identity, preventing fraud. Please note that we may validate your card by authorizing a random amount up to $99.95 at the time you sign up. No money leaves your account, but the authorization may show up on your statement for a short period of time before it lapses.

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Q. If I cancel my membership before my trial is over, will I be charged anything?
A. No, you will not be charged anything if you cancel before your trial period is over. Remember if you do, all intellectual property belongs to us, and anything you want to keep (see rate sheet for detailed rate information) will be charged to your account. mso-spacerun yes

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Q. Why is Support My Web right for my business?
A. Five years ago having a website was a vanity.
Two years ago having a website was trendy.
Today having a website is a necessity.

People are using the Internet for everything from researching schoolwork to buying dinner. It's quick, it's convenient, and you never need to leave your desk. Even people who prefer to shop off-line are researching products on the Internet. These days when people are trying to find you, the first place they look is on the Internet - and if they don't find you, they will probably find someone else!"

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Q. What if I already have a website? Do you redesign existing sites?
A. Many people are not happy with the current design of their website. Rightfully so. Most website are ineffective and unprofitable because of poor design. Just having a website is not good enough. Is your website letting you down?
• Does your staff avoid telling customers that you have a website because they are embarrassed by it?
• Does your site still have frames even though they interfere with search engine registrations?
• Do you have clip art on your site that you wouldn't dream of putting on your brochure?
• Does your website look completely different than all of your printed material?
• Does it still look the same as it did in 2001?
• Is it slow to load because of overly large graphics?
• Do you feel you're losing out to competitors because they have a better looking website?

Give your current site the professional looking makeover it needs! For a small investment in the future of your business, we can re-image your website and give it a more contemporary and professional feel. Because you already have all of the elements you need in place, like photos and the text, your re-design will be faster and less expensive than if you were starting from scratch.

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Q. If I don't have a website, how long will it take to design my website?
A. This will vary depending on the requirements of the website design. As an average, our turn around time is 3-8 weeks. It may be done within 1 week or it may take 3 months. It all depends on your needs. What we can tell you is that we will discuss and give you a time frame for completion on the start of the project. 80% of the time it takes about 4-6 weeks to design because you may have to send us content and our communications back and forth will take time (you have a business to run right?). In actual design time the average non e-commerce website with 8-10 pages takes approximately 26-50 hours of design time.

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Q. Are there any hidden fees or costs?
A. No. Everything is agreed to and then placed in writing for your protection. Any changes or upgrades that will cost more will only be implemented with your understanding and permission. We’re in the business to make sure our clients are happy. We can’t do that if we surprise them with hidden charges!

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Q.I have decided to use Support My Web as my businesses website service provider. What do I do now?
A.To get started, simply sign-up online, email us, or call us at (206) 407-3347.

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Q. Why should I hire a professional designer?
A. You've invested a tremendous amount of time, energy and money into your business. Your website is a reflection of your business and needs to effectively and professionally communicate that you are a serious business professional. Your neighbor's son probably can't offer that.

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Q. What forms of payment do you accept?
A. We currently accept PayPal for all orders under $2,000. Checks and money orders are good on any amount.

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Q. I am a small business owner, what can "the web" do for me?
A. A website can offer your business many advantages, including a:
• More professional company image
• Improved branding
• Increased sales
• Inexpensive advertising
• Edge on the competition
• Better customer relations
• A website can help your business reach new customers, keep you in closer contact with your current customers, and enable you to respond quickly and efficiently in a rapidly changing market.

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Q. Will a website improve my bottom line?
A. If you're selling products online, it's easy to see how your site can add to the bottom line. However, e-commerce/e-business is so much more. Maybe the "e" in e-commerce should stand for efficiency. E-business encompasses all the ways that a website can improve communication, distribution, customer support, marketing, etc. Often e-business is more about reducing costs (e.g. reducing mailings of catalogs) or improving productivity (e.g. applications and content aimed at sales force support) than direct sales. And let's be frank, for many organizations, a website is part of their competitive image and marketing. Do your competitors have websites? We believe that a website is now a necessity, not a luxury... it is the fax machine or cell phone of this era. You must "work" the Web. If you do not update your site, add new content, give visitors a reason to return ... you will not be using your site to its full advantage. See how our maintenance plans can help keep your website up-to-date. And you must market your site through conventional means (include your address on letterhead, advertisements, etc.). Although it is important to have your website optimized to take advantage of search engines, do not depend solely on search engines to bring visitors to your site.

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Q. I only sell wholesale or to businesses. What can a website do for me?
A. E-commerce/e-business is more than selling books and toys online. E-business encompasses all the ways that a website can improve communication, distribution, customer support, marketing, etc. Often e-business is more about reducing costs (e.g. reducing mailings of catalogs) or improving productivity (e.g. applications and content aimed at sales force support) than direct sales. For example, do you have product catalogs, product specs, brochures, technical manuals, procedure manuals, etc. that are expensive to print and distribute? Put that information on a website for your customers, distributors, sales force.

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Q. What can a website do for my local business?
A. Three years ago, for most businesses, very little. However, Internet usage has become so pervasive that even businesses that serve strictly local markets are finding advantages from doing business on the Web. Let locals and future visitors get to know you. How much money would it cost to effectively advertise all the wonders of your business using traditional advertising e.g. radio/TV spots, newspaper ads, etc? Buy a fraction of the ad space, include your Web address and tell the whole story on your website.

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Q. Can you use my business's existing logo, brochure design, and other materials for my website?
A. Certainly. If your logo and promotional materials are in electronic format, we can convert them to a format appropriate for your website. We can accept almost any type of file, including Adobe Photoshop, Illustrator, Microsoft Word, Excel, Publisher, and other Microsoft Office formats. If your materials are printed, we can scan and convert them. Stone Soup Technology’s designers will help you keep your online image consistent with your existing one.

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Q. Do I own the site and design?
A. Yes. As soon as all payments have been received, the rights are transferred to you. All images used by permission will retain the rights of their respective owners.

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Q. Do you offer some kind of assurance that my work will be done on time and within specifications?
A. Yes, we do. To make clear our mutual understanding of the web design project, we do not undertake any project without first preparing and executing a Website Development Agreement, which outlines in writing the terms and specifications of the proposed web design project. This Agreement contains the terms (website specifications, delivery time, payment terms, etc.) to which we agreed prior to starting the project."

Q. Why do I need a maintenance plan?
A. It's vital if you want your site to remain fresh and professional. We will take care of your website maintenance including installation of new scripts, upgrading and fixing of existing scripts, implementation of design changes, content updates and analytical report on possible website improvements.

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Q. How often should changes be made to my website?
A. How often you change your website depends on your business. Some businesses update catalogs, specials, coupons, and price lists once per week. Other companies just need to make personnel updates and press releases as they are released. Still other businesses and organizations require daily updating of listings (real estate) or events (churches). We have a variety of plans for every budget. And, if one of those doesn’t fit your business, we can tailor a plan to your specifications!

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Q. What is site maintenance?
A. Maintenance on your site can include making minor or major text changes, scans of photos and logos, uploads, adding links, consultations and planning assistance to make the most from your site. We optimize your site and submit it to search engines with all of our maintenance plans.

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Q. Why do I need to submit my site to search engines?
A. Search engines are very important! Your customers use search engines to find products and services that they need. When people search to find products and services you offer... Your page needs to be there!

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Q. Why do I need to maintain my site?
A. For your site to be a success you must maintain it. If you expect visitors to return, you must provide them with something new. If you don't occasionally offer new information or resources, you're not giving visitors any reason to return. Sites need to be resubmitted to search engines because your listing may drop in rank as new sites are added or may be dropped all together."

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Q. How do you submit my site?
A. We hand submit your site to the major search engines. But our job doesn't start there... We will analyze your site and optimize it for better placement. If it is not getting a high listing, we will re-evaluate the site code and alter it for an improved ranking.

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Q. I have a website created by another designer. Can Support My Web take over the upkeep/maintenance on the website for me?
A. The answer is "maybe". We need to discuss what technologies were used, if database work is involved etc. In general, a PHP, ASP, HTML, or Flash website and popular databases will be fine as long as we have the source files. In some cases, it might be cheaper to just start from scratch. Contact us and we will take at look at your current site.

Q. What is a URL?
A. A "Universal Resource Locator" is the address typed in to view your web page on the Internet. For example, you would type in http//www.stonesouptech.com to access our home page.

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Q. What is a domain name?
A. A domain name is your address on the Internet. You choose and register your domain name with a certified registrar. Domain names end in .com, .net, .org, .edu, .biz, .ws and more. Our domain name is "stonesouptech.com". We can help you pick out and register the perfect domain name for your needs.

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Q. What should I look for in a domain name?
A. While the best domain for your business depends on many factors, here are some general guidelines for finding a good domain name:
• Stay as short as possible. Less than 15 letters is preferred. Less than 10 is even better.
• Avoid words that are hard to spell or have multiple spellings.
• Make it memorable.
• Avoid abbreviations.
• Get a .com if available. If you go with another top-level domain, then make sure you make it extremely clear in your promotion.
• Avoid numbers.
• Avoid hyphens (usually).
• Stay with easy to remember words or phrases.
• Be sure the name you choose is not trademarked.

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Q. What kind of services will I need once the site is completed?
A. All websites need web hosting and updating/maintenance. We offer reliable and affordable web hosting plans. Some websites require minimal maintenance while some require daily updates. Be sure to look at the maintenance options and feel free to consult us for suggestions.

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Q. What is a web host? Do you provide this service?
A. A company that allows individuals or other companies to use their server space to host web sites. We are pleased to offer a range of web hosting options to fit your needs.

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Q. Why do I need someone to host my site?
A. Hosting companies provide the computer and the software to 'answer the door' when someone requests your domain name from their browser. It then serves them your web pages. Your website actually resides on this computer. It is unimportant where your hosting service is physically located. Unless you have your own corporate computers connected to the Internet 24 hours a day, web server software on them and someone to monitor the server you will need to rent space on the machines of a hosting service for this function. A hosting service will cost anywhere from nothing to thousands of dollars per month depending on how robust of a service you need.

It is important to select a hosting service that provides features and services tailored to the needs of your site. We are pleased to offer some of the best web hosting available any where. Be sure to look at our web hosting options. If you don't have an existing site, do not contract with a hosting service until you have contacted us; you will need our guidance on requirements. We will act as your agents in finding and contracting for the right hosting for your needs.

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Q. Can I use Support My Web to design my site but choose my own web host?
A. Sure. When the design is finished, we will give you a hard copy on CD-ROM. If you provide us with all of the necessary login information, we will even upload your site to the host of your choice.

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Q. Why can't I find my website in the search engines?
A. Once your site has been submitted to the top Search Engines they may require several weeks, or even months to actually spider and list your website in their directory. How fast your site is listed depends on each individual Search Engine's database update schedule. For a fee, you can use various Guaranteed Search Engine Submit services.

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Q. Can you guarantee my site will be listed in all the search engines?
A. No, and no reputable company should make these guarantees! However, all of the sites we design, optimize and submit to the search engines are eventually indexed.

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Q. "If I build a great website, will they come?"
A. If you build it, promote it, nurture it, update it, they will definitely come. We will optimize your site to be search engine friendly, and then submit your site to the major search engines. We can also help you decide whether you should advertise with search engines in order to increase your exposure. Support My Web offers maintenance plans that will ensure that your site is updated frequently and resubmitted to search engines as needed.

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Q. What ingredients should a "good" website have?
A. Effective design, sound navigation, pertinent content, usable interface, fast loading pages and lots of attention.

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Q. What exactly is search engine optimization?
A. Definition Search engine optimization is the practice of guiding the development or redevelopment of a website so that it will naturally attract visitors by winning top ranking on the major search engines for selected search terms and phrases.

For a best practices white paper on search engine optimization, visit Guide to Search Engine Optimization, by C. J. Newton, published by the American Marketing Association. Read the full article at SEO Logic.

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Q. What is search engine spam, or SEO spam?
A.
Defining Search Spam:
In the search engine world, spam is defined as the manipulation of a web page to give it an artificial boost in the search engine rankings. Generally, spam is what the search engines say it is. I.e., it is defined by the search engines themselves. Each of the major search engines provide specific guidelines describing what webmasters should and should not do to their web pages in order to achieve a better search engine ranking, though that has not always been the case.

Several methods are universally deemed search spam, including hidden text, doorway pages, and mirror pages.

For engine-specific guidelines, visit the search engines themselves.

Yahoo Spam:
Yahoo! Search Help Search Spam & Deletions provides information about what search engine optimization tricks to avoid on Yahoo! and on Alltheweb, which will soon be powered by Yahoo!.

Google Spam:
Google Information for Webmasters provides information about what techniques to avoid on AOL, Google and Netscape.

AltaVista Spam:
AltaVista - Help - Adding & Removing URLs provides information about what techniques to avoid for AltaVista. Just search the page for the word spam by selecting "Edit Find (on This Page)... Ctrl+F" in the browser menu.