Website Care Plans

Support requests are simply instructions sent by you to our team so we can make the changes to your website for you.

To send a request, simply email to our helpdesk with clear instructions on what you needchanged or added on your website and we’ll get it done for you within 1-2 business days.

Support requests do include edits to content on any page, including adding testimonials, making style adjustments, uploading blog content, or adding new pages with content you provide.

Support requests do not include advanced or custom features like creating a membership portal, designing a sales page, creation of content, or graphic design requests.

If you need something that’s not included in your plan, we’re happy to see if we can help. It’ll likely just need a more formal proposal process.

You can start that process by letting us know the details of what you need via the support page and we’ll get back to you. If required, we’ll set up a call to chat about your needs.

If you need additional services on a routine basis (for example, scheduling and sending out emails to your list) we can also chat about a custom add-on to your plan that will fit that need.

If you have a request that requires more than your dedicated monthly time, we’ll provide a quote for you to approve separately from your plan.

With your approval, we’ll work past the time and bill for time exceeded at our current support rate of $100/hour.

Web hosting providers may or may not update your WordPress software for you (please check their policy), but all web hosts will not update your plugins.

WordPress plugins are created by multiple authors, and are consistently updated to newer versions to comply with the latest version of WordPress, or to address security issues and bugs. It is not guaranteed that the mandated updates to WordPress will not break the website, nor that plugins will continue to function if not updated.

For this reason, having a trained web specialist on hand to monitor the website is necessary to update plugins, rollback plugins, replace plugins or even adjust the theme to continue optimal performance.

Yes, you can cancel anytime. You are under no obligation to continue the ongoing service. We just ask you to give us 14 days notice so we can carry out our last thorough update of the website and remove our administrator credentials. If your web hosting is with us, then this will also give you time to move your site to another web host.

We provide a support ticket desk for quick turnaround and tracking of all support requests.

You can submit all requests to [email protected] and we will reply within normal business hours (Melbourne time).