FAQ
What if an issue needs new development?
We tell you early. Work beyond the original scope is agreed separately before we start.
Is support available around the clock?
Support hours and response targets are defined in the agreed scope, so you know what to expect before work begins.
Can you help with email and DNS issues?
Yes. We troubleshoot sending, receiving, domain and DNS configuration, including propagation problems.
Do you work with our hosting provider?
Yes. Where fixes sit with a provider, we coordinate with them and keep you updated on progress.
Can you support an existing website?
Yes. We review how the site is built and hosted, then support it within an agreed scope, whoever built it originally.
Can you guarantee a specific speed score?
No. Results depend on the platform, infrastructure and third-party dependencies.
Will changes affect website functionality?
We plan changes with backups, staging checks and functional testing so features keep working.
Do you work with mobile performance?
Yes. We test key journeys on mobile devices and connections, not only on desktop.
Can you investigate backend bottlenecks?
Where access and project scope allow, yes. We review queries, caching and server configuration alongside the front end.
Can you optimize an existing website?
Yes. We start by measuring what you have today, then improve it without rebuilding what already works.
How quickly can recovery be completed?
It depends on data volume, systems involved and the recovery targets agreed in advance.
Are offsite copies included?
Storage locations, including offsite copies, are defined in your agreed plan.
Can you recover data without a usable backup?
Recovery depends on available copies and system condition; it cannot be guaranteed.
Can you test a restore?
Yes. We perform restore tests in a controlled way and document what was validated.
Can you review our existing backups?
Yes. We check what is being backed up, where it is stored and whether it can actually be restored.
What happens if a larger issue is found?
We tell you early, explain the options and agree any additional work before starting.
Is hosting included?
Hosting can be arranged separately or combined with an agreed maintenance plan.
Do you handle plugin and theme updates?
Yes. Updates are planned, backed up, tested where possible and verified afterwards.
Are content changes included?
Content updates can be included in the agreed scope or handled as separate requests.
Can you maintain a website built by someone else?
Yes. We review the setup first, then maintain it within an agreed scope.
What is included in the handover?
Documentation of the setup, access and release steps, so your team can operate and continue it.
Is ongoing hosting management included?
It depends on the agreed scope. Ongoing management and support can be arranged alongside deployment.
Can you set up staging and production?
Yes. We separate testing from live delivery, with release and approval steps agreed in advance.
Can you work with our preferred cloud provider?
Yes, where the provider suits the application. Provider and usage costs are assessed separately.
Can you deploy an existing application?
Yes. We review how it is built and configured, then plan the environment and release steps around it.
Are subscriptions and licenses included?
Provider subscriptions and licenses are typically billed separately; we confirm this before setup.
Can we use shared inboxes and aliases?
Yes, where the selected provider and plan support them.
Can you migrate our existing email?
Yes. Migration scope, supported data and timing are agreed in advance.
Can you help choose an email provider?
Yes. We compare options against your team size, needs and budget, then recommend a fit.
Can we use our existing domain?
Yes. We connect your existing domain and configure the records the email provider requires.
Are registration and renewal fees included?
Registration and renewal fees are typically paid to the registrar; we confirm this before work begins.
How long do DNS changes take?
Propagation timing varies by record and provider, so we plan changes with that in mind.
Can you create subdomains?
Yes. We set up subdomains such as www or app and point them to the right services.
Can you connect our business email?
Yes. We configure MX, SPF, DKIM and related records for your email provider.
Can you work with our existing domain?
Yes. We review where it is registered and who controls DNS, then work within that setup.
Who owns the hosting account?
Ownership is agreed up front and documented, so you know who holds the account and how access is managed.
What support coverage is available?
Coverage and response targets are defined in the agreed service scope.
Are backups and updates included?
They are defined in the agreed scope, including frequency and retention.
Can you help migrate a website?
Yes. We plan the move, transfer files and databases, test the new environment and then switch over.
Can you manage our existing hosting?
Yes. We review the current setup and take on management within an agreed scope.
Do we approve response guidelines?
Yes. Tone, key messages and escalation rules are agreed with you before we begin.
Is around-the-clock coverage included?
Hours and response targets are defined in the agreed scope.
How are complaints escalated?
Sensitive or complex issues are routed to the owner you define, with the context attached.
Can you respond in Arabic and English?
Yes. Responses follow your brand voice in the language your audience uses.
Which channels can you support?
We work with the channels agreed in scope, such as Instagram, X, LinkedIn, WhatsApp and YouTube.
Can you adapt videos for multiple platforms?
Yes. We prepare versions and exports for the platforms and placements you choose.
Is on-location filming included?
Filming is included only when agreed in scope.
Do you create Arabic and English captions?
Yes. Captions and on-screen text are created in Arabic, English or both.
Can you help with concepts and scripts?
Yes. We develop ideas and short scripts around your message and audience.
Can you edit footage we already have?
Yes. We review your footage and shape it into a focused short-form video.
How are revisions handled?
Feedback is gathered in review rounds, with the number of rounds agreed in scope.
Are editable source files included?
Source files are provided in the format agreed in scope.
Can you create reusable templates?
Yes. Reusable templates keep your content consistent and efficient to produce.
Can you design Arabic and English graphics?
Yes. Layouts are designed for both languages with a consistent hierarchy.
Can you follow our existing brand style?
Yes. We work from your guidelines, assets and examples to keep every design on brand.
How are revisions handled?
Feedback is gathered in review rounds, with the number of rounds agreed in scope.
Are design and publishing included?
Design and publishing can be included as separately agreed services.
Can you follow our brand voice?
Yes. We work from your brand guidelines and examples, or help define the voice with you.
Can you adapt our existing content?
Yes. We review what you have and adapt it for clarity, tone and audience.
Can you write in Arabic and English?
Yes. We write and adapt content in both languages for each audience.
Are paid advertising campaigns included?
Paid advertising is a separate service and can be added as agreed.
Do we approve posts before publishing?
Yes. Content follows the approval steps agreed with you before it goes live.
Do you respond to comments and messages?
Yes, within the agreed response scope, escalating complex or sensitive enquiries to your team.
Is content creation included?
Content production, publishing volume and response coverage are agreed in scope.
Can you manage our existing accounts?
Yes. We review your current profiles and take on management within an agreed scope.
Can you plan Arabic and English content?
Yes. The plan covers both languages with a consistent brand voice.
Does the strategy include daily posting?
Publishing and production can be included as separately agreed services.
Which channels should we prioritize?
We recommend channels based on your audience, goals and what your team can sustain.
Can you review our existing accounts?
Yes. We audit your current channels to identify strengths, gaps and opportunities.
Team capacity
What can you create consistently?
Formats
What type of content works best?
Purpose
What do you want to achieve?
Audience
Who are you trying to reach?
Who owns the accounts and reports?
Account ownership and report access are agreed clearly at setup.
Why do platforms show different numbers?
Each platform uses its own definitions and attribution models, so figures can differ.
Can we get a custom dashboard?
Yes. Dashboards are tailored to your team’s questions and decisions.
Can you connect advertising and CRM data?
Where the platforms allow it, within the integration scope we agree.
Can you review our existing analytics?
Yes. We review your current setup, events and reports and recommend improvements.
Can you guarantee a conversion uplift?
No. Improvements must be evaluated in your business context.
Can you review Arabic and English pages?
Yes. Both language versions are reviewed for clarity and consistency.
Will you implement the changes?
Design and implementation can be included as agreed in scope.
Do we need a lot of traffic to begin?
Not necessarily. The right approach depends on your traffic, goals and available data.
Can you optimize our existing website?
Yes. We review your current pages and journeys and recommend prioritised improvements.
Can you guarantee enquiries or sales?
No. Results depend on the offer, audience, budget and customer experience.
Who owns the advertising accounts?
Your business should own its advertising accounts and assets.
Is creative production included?
Creative coordination is included; production scope is agreed separately.
Can you manage existing ad accounts?
Yes. We can review and work within existing accounts, subject to access.
Which platforms should we use?
It depends on your audience, offer and goals. We recommend channels after reviewing these.
Can you guarantee leads or sales?
No. Results depend on the offer, market, budget and customer experience.
Are advertising costs included?
No. Ad spend is paid to the platform and management fees are scoped separately.
Do you create landing pages?
Yes. Landing page design and development can be included as agreed in scope.
Who owns the advertising account?
Your business should own its advertising account and assets.
Can you manage an existing account?
Yes. We can review and work within an existing account, subject to access.
How will we review performance?
We agree measures up front and review them on a regular cadence.
How are topics prioritized?
By audience need, search intent, business value and effort.
Do you support Arabic and English?
Yes. Strategy and briefs can cover both languages.
Does the strategy include writing?
Writing and production can be included as a separately agreed scope.
Can you improve our existing content?
Yes. We audit what you have and recommend what to keep, update, merge or retire.
Will technical fixes guarantee rankings?
No. Technical improvements do not guarantee rankings or indexing.
Can you support a redesign or migration?
Yes. Technical support is scoped to your project.