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Ivycat Inc

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Ivycat Inc Reviews (2)

*** ***Revdex.comPO Box 1000DuPont, WA 98327Dear Ms***Thank you for notifying us that a complaint had been submitted to your officeBelow please find our response.Reference ID ***IvyCat values each of its clients and we strive to provide only the best customer service
experience for allWe have worked with Mr*** for over three years on an ongoing basis, and we are deeply saddened that he feels he is not a valued clientHe certainly is appreciated, and we intend to do everything in our power to rectify the situation. We sincerely apologize for any instance where the site was rolled back, and data was lostWe understand completely how time-consuming expatsphere.com’s content management is and we are very sorry to have unwittingly created extra work for Mr***. The site in question, expatsphere.com, is a very complex website and has admittedly been challenging to develop and maintainOur staff has been in regular communications with Mr*** and have worked closely with him to resolve any issues that have arisen since his site was built in We have provided monthly maintenance services and troubleshooting for him, at no charge, consistently throughout. To say that IvyCat violated its contract by installing WordPress plugins is simply not accurateThe original contract states that specific plugins would be purchased and installed to meet the site’s functionality and marketing goalsThe selection and installation of the *** plugin, as well as all customizations made to it, were communicated in real time to Mr*** as the work was being performed. About Mr***’s statement of our integrity, we assure him that his payment status with us has no bearing on our level of service or commitment to his siteThe fact that we instated a payment plan for the work performed in 2015, allowing a full year after we launched the site for him to satisfy his financial obligation to IvyCat, demonstrates that we have been flexible and more than willing to accommodate his needs.We created the payment plan, which reserved a portion of his remaining balance to be paid monthly over a year’s time to reassure Mr*** that we weren’t going to abandon him after we launched expatsphere.comMr*** stopped paying his monthly payments halfway through the year’s term in November and was more than four months behind in payments, during which time we continued to provide security, monitoring, and reporting, but didn’t actively provide updates to ***, although we did update other critical plugins.On April 24th, Mr*** paid the outstanding bills, so his account was current.As Mr*** outlines in his complaint, there have been some challenges with regards to updates to the *** plugin, as well as a few instances in which a WordPress version update or *** update disabled some of the site’s functionalityWe certainly understand his frustration. It is not uncommon for new versions of WordPress, and updates to related plugins, to create conflicts within a websiteWhile the site’s original warranty expired ninety days after its launch, we proactively extended his warranty to an entire year and had continued to provide ongoing maintenance and address these issues and have never charged him additional money to do so. We learned of the most recent issue on June 26, At that time, we outlined our proposed plan to troubleshoot and remedy the issue, again free of chargeThis plan includes cloning the site to a test server where we can investigate and fix whatever is causing these problems, making sure that his live site was fully functional in the meantimeMr*** agreed but has since removed our access to the site, making it impossible to move forward with our investigation.After reviewing Mr***’s Desired Settlement, we respond by agreeing to clone the site to our development server, investigate the problems with the *** plugin, and attempt to resolve the issues as previously outlined to him in an email correspondence on July 5, 2017. We cannot, however, guarantee that future updates to *** content management system will not interfere with any of the site’s functionalityMaking such a promise is impossible. We will certainly attempt to work in close collaboration with the authors of the *** plugin to assist us in providing a solutionAs *** is not affiliated with our company, we cannot guarantee their level of participation in this resolution. We would like to communicate once more that Mr*** is a valued client, we understand his frustration, and will do everything in our power to resolve this situation as quickly as possible

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Address: PO Box 1331, Gig Harbor, Washington, United States, 98335-3331

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