Support Packages

Everyone needs some support on the net!
 
Our straightforward packages make it easy to choose support that best fits your needs.
 
What is included in support:
  • Training of you or your staff via video or skype (or both) - call to discuss best options
  • Support of your clients - any issues they may have using your website
  • Adding content (including uploading images, forms, blog items)
  • Design and development tweaks and changes
  • Investigation of errors and bugs (of course any errors caused by us do not use up your support hours)
  • Phone support and 1:1 meetings discussing website and changes.
Support is charged in increments of 15 minutes per instance.

Continuous Improvement

The reality of having an online presence is that there is always work to be done. Google is continuing to evolve, consumer behaviour keeps changing, and the best practices of yesterday may no longer be the best practices for today.

Your business goals or ideas about marketing are also likely to change as you get more educated and want to try out new things.

This is why we have decided to launch a new 'Continuous Improvement Package' where you can pay a monthly retainer, and can tap into on demand support or website improvements.

This package includes a quarterly review of your direction and goals, and ensure you get the resources and website updates you need to meet your evolving needs and goals. 

This is a good option if you know you want to actively keep improving and changing your website incrementally, and would like our guidance in what priorities you should focus on and how to implement them. Find out more about this option here.

Virtual Webmaster

The Virtual Webmaster allows you to purchase support hours at a discounted rate, and send through various projects for us to work on. It differs from the Continuous Improvement Program, in that we leave it up to you to tell us what you want, and when you want it. It is directed by you, although you can always book into a Strategy Session if you want a review of your business goals etc.

plus3

$346.50incl GST
  • Almost like your own IT staffer
  • Know you can confidently leave the work to us, and get on with what you do best
  • Can include training your staff to do the work too
  • 3 hours @ $105/hr + gst = $315 + gst 
  • $346.50

Casual

Casual support is also available, with a discount for pre-paid requests.

You can ask for a time estimate for your request to see if Casual or Webmaster are the best option for you.

Other

New Website Subsidy

We offer a one off, highly subsidised Launch Assist package for newly launched websites if the package is purchased within a month of going live.

Priority / Urgent Work

We are able to, subject to other deadlines, provide a faster turnaround on urgent work requests with the following levies

  • 50% on normal rate for a 24 hour turnaround
  • 30% for a 48 hour turnaround
Please check availability and mark support ticket as URGENT for these requests. We will always confirm ability to meet deadline prior to taking on a job.

 

Service Level Agreement

All packages come with a Service Level Agreement

A response to your work request or support query will be provided within 8 business hours, together with a scheduling of the work where appropriate.

Work will commence once we have all the information we need from you, including which of the support agreements you have with us. Normally work can be scheduled and completed within three working days unless a more complex functionality is required which requires scoping and significant development or design time.

Urgent work requests may be accommodated if schedule allows, and with the payment of a Priority/Urgent Work levy (see below). This allows us to re-route developer / designer time and resources.