For the 2026 Holiday season, we will be offering our standard coverage plan which includes normal business days, and our advanced coverage plan, which includes coverage for weekends and holidays. If 7 day per week coverage is needed for your agency throughout the Holiday season, you will need our advanced coverage plan.
The days we consider US holidays are November 26th for Thanksgiving, December 25th for Christmas, and January 1st for New Year's Day. All other Monday through Friday weekdays are considered business days. With the advanced coverage plan, we will make 2 check ins on weekends with the exception of the 3 holidays where we will only offer 1 check in per day. On December 24th, we will only offer coverage until 4pm Eastern, with a 10pm check-in for advanced coverage plans.
Since planning for the holidays can be complex, just get in touch with us at the bottom of the page to discuss any questions you may have.
Most definitely! Our founder, Ryan, is a digital agency owner of 15+ years, so he knows how to handle nearly any agency-specific issue. He has a background as a technical project manager and can deal with websites, web hosting, project management, operations, and much more.
In addition, our thorough onboarding process ensures we learn everything we can about your agency so the transition is seamless.
We can handle most website technical issues, either with builders and plugins or code-based ones. The developers on our team are 100% US-based, and each dev has at least 10 years of experience fixing and working on websites. We specialize in WordPress websites but can also help with website platforms like Wix, Squarespace, Framer, Webflow, and more.
Please note that coding work is only done to solve immediate website issues. We do not move projects forward with coding work, since we are in the business of covering for agency owners and not programming.
For web hosting issues, we can help in every way we can through control panels and similar methods, but we are not server admins. We are happy to connect with any hosting companies or partners you work with, though.
Both of our plans include coverage during regular business days from 9am to 7pm US Eastern Time (6am to 4pm Pacific). For our standard coverage plan, we offer first replies within 2 hours during our normal business hours. With our advanced plan, we offer first replies within 1 hour during our business hours. Once we have given our first reply, we will continue these conversations with quicker reply times.
Depending on our workload, we usually give a first reply sooner than these estimates. Due to workload fluctuations, we can’t guarantee these response times but will do our absolute best to meet them whenever possible.
Both of our plans include coverage on regular business days from 9am to 7pm US Eastern Time (6am to 4pm Pacific). With our advanced coverage plan, you also receive a night check-in at 10pm Eastern each weeknight, 2 check-ins per weekend day, and 1 check-in per holiday day. We will handle any urgent issues on the weekend or holiday using the total pooled vacation hours and save the non-urgent work for the next normal business day.
As long as you have an advanced coverage plan paid day the day before or after a weekend or holiday, we include these check-ins free of charge. You don’t need to pay per day for advanced coverage on weekends and holidays.
Our US holidays for 2026-2027 are November 26 for Thanksgiving, December 25 for Christmas, January 1 for New Year's Day, May 31 for Memorial Day, July 5 for Independence Day (observed), and September 6 for Labor Day. All other weekdays are considered business days with full coverage on the standard coverage plan.
Both of our plans include 2 hours of task/work time per day. Additional hours are billed at $50 per hour. Although we provide coverage for 10 hours (9am-7pm Eastern/6am-4pm Pacific) per workday, we only bill for the time we work on tasks for your agency.
This ensures maximum efficiency so you won’t be billed for any time other than when we work on tasks for your agency. Hours also roll over for the duration of your vacation.
Yes, the hours will roll over until the end of your vacation coverage period. This means if you book 5 days of vacation coverage (2 hours per day), you will get 10 hours of work pooled. We will only bill additional hours, at $50 per hour, after we have used up the 10 pooled hours for the vacation.
Since workloads vary based on the day, this policy is designed with pricing flexibility for agency owners in mind.
At the end of each workday, we will share a brief report with the tasks we worked on that day and how we dealt with the situations that arose. At the end of the trip, we also provide a detailed vacation debrief document with even more info.
If you want us to, we can! There is no extra fee for this service. We can respond as if we are a member of your agency team. If you want this service, just provide us with a custom agency domain email and any other communication accounts you use.
Or you can just let your clients know a trusted fellow agency owner will cover for you, and we will reply directly from our email accounts. We have a special agency website and separate email accounts, so no one will know you are using Agency Upgrades. The choice for communication is up to you.
We have a thorough onboarding process so we are prepared for as many scenarios as possible for your agency. Every agency is different and has unique policies and procedures, so we get as much info as we can to be ready for anything. We spend several hours working with your agency, so we are ready for nearly anything.
We provide a document with questions for your agency to fill out. The more info you provide, the better prepared we will be! After we have reviewed the document, we offer a video call to talk through everything to make sure we are all on the same page. Once these steps are complete, we will begin coverage on your desired dates.
During our onboarding process, we spend several hours working with each agency to be prepared for as many situations as possible. The $100 setup fee makes this process possible for every agency we provide coverage for. This fee acts as the deposit to hold your vacation reservation and is non-refundable once the onboarding process has been completed. Rescheduled vacations are not a problem; just let us know and you won’t lose your deposit.
Any future vacations for your agency booked with Agency Upgrades will not be subject to the $100 setup fee, since we have already completed the onboarding process. Next time you book a vacation, just let us know what is new for your agency, and you will be good to go. We want to make future vacations as easy as possible for your agency.
Most agency owners need us to help fill in with communication and provide assistance in case something goes wrong. They prefer to keep project communication with their clients to themselves. We totally get this and are happy to serve anywhere else we are needed.
But for some agency owners, they are looking for their projects to move along while they are gone. For vacations of 5 business days or longer, we can take over existing projects and manage them for your agency while you are gone.
Since projects are so complex, we need to have as many details as possible shared with us to successfully manage them. This process requires written documentation of each project and a meeting to discuss any questions or concerns we have. Due to this additional onboarding time needed, we charge a fee of $25 per project we will take over, in addition to the normal vacation service fees. If you are interested in this service, please let us know.
At this time, no. If there is a web hosting, server, or major tech issue that requires help at 3am, we suggest leaving this to a hosting expert. We only offer help for web hosting and website issues during our coverage hours listed.
We need some way to get ahold of agency owners in case of a real emergency that we can’t deal with. If you are going to be totally out of cell phone range, get in contact with us so we can work something out. Some newer phones allow satellite-based communications, which could possibly be used.
We currently have a minimum vacation charge of 3 days because of the time required to onboard a new agency and get all the info we need. If your vacation is only 2 days, you could choose the 3 day coverage plan, and we will include 2 hours of work time per paid day, so you would have a 6 hour pool of hours for the 2 days you are gone.
Stop worrying about "what happens to my clients" every time you think about booking a trip.
Our vacation coverage seamlessly integrates with your existing workflow and tools.
Come back refreshed and full of new ideas instead of returning to a dumpster fire.
Once you fill out the form, we'll reach out shortly to chat about your specific dates and make sure we've got the right coverage availability.
If we have availability, then we'll kick off our onboarding process, where we get to know your clients, your tools, and how you like things done.
Ready to finally take a real break? Get started now.