Say Hello to Flex Packs: A Smarter Way to Handle Time at SiteCare

We’ve made some thoughtful updates to how support time works at SiteCare and we’re excited to introduce you to Flex Packs.

If you've previously used what we called “Support Bundles,” you’ll now see these labeled as Flex Packs in your quotes and invoices. It’s more than just a name change. It’s part of a broader effort to make support requests simpler, more transparent, and easier to manage across the board.

What’s Changed 

• Flex Packs are prepaid blocks of time (in 5-hour increments) that give you access to our team for things like development, troubleshooting, accessibility, technical search engine optimization (SEO) or other billable service work.
• These hours are valid for a full 12 months, and we track them down to the quarter hour.
• You’ll always receive a quote first, so you know exactly how much time will be used from your Flex Pack before work begins.
• For clients on Gold, Platinum, or Diamond plans, you’ll continue to enjoy discounted hourly rates when using Flex Packs.
• If you’re already using Support Bundles, this change is simply a rename. No action is required.

We’ve also introduced two helpful request types to make things even clearer:

Flex Requests

These are tasks fulfilled using hours from your active Flex Pack. Once you approve the quote, the estimated time is deducted from your remaining balance. You’ll see this language in quotes and invoices moving forward.

On-Demand Requests

If you don’t have Flex Hours available, clients on Gold, Platinum, or Diamond plans can approve a fixed-fee On-Demand Request instead. A Flex Pack is not required. This is a great option for one-off needs without the commitment of a time block.

For clients on Hosting-only, Core, or Plus plans, On-Demand Requests are not available. To submit a billable request, you’ll need to purchase a Flex Pack. This ensures consistent quoting, approval, and visibility across all client tiers.

Not sure what your plan includes? Our team is happy to confirm and help guide you through the best next step for your request. And as always, no work begins until you approve a quote, so you remain in full control.

Questions?

Our Support Team is happy to walk you through how these updates work, and make sure your team has everything it needs to take full advantage of your SiteCare services. You can reach out to us at support@sitecare.com and we'll be happy to answer any and all questions you might have.

We’re committed to helping you get the most value from your plan. These changes are just one of the ways we’re simplifying your experience with us.