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Please call us:
040 4027 3049
(+91) 9848 78 2395 (Hyderabad)

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+91 9848 78 2395
040 4027 3049
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W3WebDesign SUPPORT POLICY

The W3WebDesign support policy was created to help our clients understand what can be expected of us and what we expect of you, our valued customer. We ask that every customer read these policies and familiarize themselves with our support policy. Our technical support engineers are available by email and phone to assist where required depending upon the priority.

We strive to provide you with courteous, professional, and technically accurate support. Although we understand how frustrating technical problems can be, we ask that you treat us with respect and we will do the same in return. Our ultimate goals are the same, providing you with accurate support in a timely manner.

If you feel you have been treated unfairly or have any other complaints, you may contact us to reach a supervisor directly.

FREE SUPPORT FOR WEB HOSTING

We know that peace of mind and reassurance is important to you, so we have developed a range of support services for free and do not charge to our clients. Below are list of services we provide for free as your ongoing web hosting partner.

This only applies to clients that have sites on a hosting plan with us.

  • Creating new email addresses, email forwarders and configuring spam rules (during initial set up only). Free tutorials are available for creating new email addresses, forwarders and setting up spam rules afterwards.
  • Email Troubleshooting Guide to Set up emails with Outlook 2003, Outlook 2007, Outlook 2010, iPhone, iPad and Android
  • Web hosting troubleshooting
  • Installation of SSL certificate
  • Updating DNS Records
  • Problems accessing email (through our online knowledgebase only)
  • If there are errors in website or outages due to a hosting issues

W3WebDesign recommends our clients to contact us using below methods depending upon the priority of the issues.

GENERAL SUPPORT

W3WebDesign provides Knowledgebase tutorials to assist you in the first instance. Please refer to our Knowledgebase tutorials before submitting a support enquiry.

SUPPORT TICKET/EMAIL SUPPORT

This is our primary support system. Almost ALL issues will require the submission of a trouble ticket. This is our preferred method because of the ability to track issues to resolution and give us time to properly review and research problems.

Support tickets can be submitted at anytime. Our support team is online from 9am - 6pm, Monday - Fridays (excluding public holidays).

Click here to submit a support ticket. Please do not email individual team members as it may cause a delay in response.

Please do not submit multiple tickets about the same problem as that simply creates confusion. If you need to add information to an existing ticket, please do so in the existing ticket by logging into the support system or by replying to the ticket email.

TELEPHONE SUPPORT

Telephone support is available from 9.00am - 5.00pm, Monday - Friday (excluding public holidays). If you do not have an active annual maintenance contract with W3WebDesign , Phone support would be charged at $35 + GST per case.

Please call 040 4027 3049 and press 2 for telephone support.

ABOUT YOUR COMPLIMENTARY 90 DAY SUPPORT AFTER WEBSITE LAUNCH

Every W3WebDesign website comes with 90 days complimentary support, commencing from when your website goes live.

What's Included?

  • Unlimited general phone and email support queries (Eg. Content population, image resizing or account support such as resetting passwords)
  • Bug fixes: When things aren’t working as they should. Over a period of time, your website interacts with and is affected by many different factors including users and different technologies. These various factors can interfere with the seamless operation of your website, causing what we refer to as ‘Bugs’. Any errors occurring on the website or non-functioning modules or components are also referred as bugs.
  • Limited technical diagnosis (max 5 times in 3 months): For more complex issues a W3WebDesign technician will diagnose the issue, outline possible solutions to fix it, or simply implement an immediate fix if it is a small issue.

Your complimentary support at Glance.

90 days complimentary Support

Cost Complementary
General Phone & Email Support Included (fair use policy)
Bug Fixes Included
Technical diagnosis Up to 5 cases during 90 days
Reporting & Website Health Check Available at an additional cost of $150 per report
Service Level Agreement Best effort response time
Additional Training Additional training can be tailored to your requirements. Conducted at Dream Office, the duration and cost will depend on your requirements.
Documentation W3WebDesign can produce tailored documentation to support your broader team. The cost is dependent on your specific requirements.
External Developer Support We are always here to help. W3WebDesign can consult to external resources about any customisations you require others to perform. Our time is charged at $150/hour.
All prices are shown ex GST

What happens after the complimentary 90-day period ends?

A range of custom support solutions are available to you to ensure you still receive the peace of mind that your website is protected. All our clients can order our annual maintenance packages or subscribe to our ad-hoc support.

NEED HELP MAINTAINING YOUR WEBSITE?

Whilst W3WebDesign web solutions offer a quick and easy way to maintain your website content, we understand that from time to time you may require consultation and implementation of design and content services. Maybe you just don't have the time or your update requirements may be too infrequent to be done cost effectively by you or your company.

WHY DO I NEED A PROFESSIONAL SERVICE WHEN I CAN MAINTAIN ON MY OWN?

Some sites have content management system (CMS) that can be used to update site contents and graphics. They usually require some understanding and familiarity to be able to update with ease. There are many options that are sometimes irrelevant to your purpose and the potential to accidentally delete data is just a click away. Other sites without CMS prove a greater challenge you have to change the data directly on the live file, edit photos and create graphics yourself. Incorrect sizing of photos or images can cause the whole layout of the page to be thrown off. Most scary of all, what happens if you can’t UNDO?

Maintenance of a website does require some technical and designing skills. To effectively maintain a website on your own, you will need to be

  • a designer, who can use the tools required to create graphics and edit photos
  • a programmer, who knows scripting and database querying and
  • an SEO expert, to apply the correct search engine knowledge and trends.

Wouldn’t it be easier if you could just send the information that needs to be updated to someone who knows what they’re doing and see it on your site a short time later?

For these reasons, W3WebDesign is happy to maintain your website on an ongoing basis with our discounted prepaid maintenance packages. Websites are what W3WebDesign works on all day every day, so we are always available to provide expert advice and cost effective professional services on an ongoing basis.

HOURLY BASIS AD-HOC SUPPORT

If you think that you will not make many changes to your website regularly, we can provide maintenance services on an hourly basis.

For customers, who does not have an annual maintenance will be charged at $100 per hour ex. GST. Website maintenance is billed at an hourly rate. The minimum billing period for any job is 1 hour (60 minutes) and work is billed in increments of 0.30 hours (30 minutes). The hourly rate will depend on how much work is done.

WEBSITE MAINTENANCE PACKAGE:

If you think that you will be making regular changes to your website over time, you can save money by purchasing a website maintenance contract.

WEB SITE MAINTENANCE PACKAGE INCLUDES FOLLOWING SERVICES

  • Priority service, shorter Turn Around (1-2 Business Days)
  • Update, correct or create new HTML web pages as requested
  • Image scanning, optimization and adding images to web sites
  • Verify all links
  • Does not include layout changes, Flash animation, database and ASP, PHP, CF, etc. programming work.

* All prices are ex GST

  Bronze Silver Gold
Package Price/Month $150 Per Month $250 Per Month $450 Per Month
If PAID annually $1600 + GST $2700 + GST $5000 + GST
 
Package Details
Minimum Contract 12 Months 6 months 6 months
Update Content (Including text and Graphics)
New Graphic Design Work  
Can use for multiple website  
Search Engine Optimisation Work  
  Unused hours are worked on SEO Unused hours are worked on SEO

Unused hours are worked on SEO

Time Allocation Each month 2 hours 4 hours 8 hours

Strategy Meetings (At our office to discuss results, improvements etc)

  Up to 1 per year Up to 3 per year
Search engine Submission

Local search optimization  
What We could do in this package Update several web pages, including text and photo Update several web pages, including text and photos. Add a page or two. Update the menu options on Edit all pages in your site, add several new pages, Help in finding new photos, create professional Flash
How to Contact Dream Consultancy Emails only Email, Phone Email, Phone
  Order Now Order Now Order Now

SERVICE LEVEL AGREEMENT

HOW LONG WILL MY WEBSITE MAINTENANCE TAKE?

Website maintenance is performed within a set timeframe so you'll always know how long your individual job will take. We'll provide you with the timeframe for your job when your quote is issued, based on the service level agreement (SLA) below.

WEBSITE MAINTENANCE SERVICE LEVEL AGREEMENT

Your job will be completed within the timeframes as shown in the table below.

Hours quoted for a single job Your job will be completed by
Less than one hour 5:00pm, the same day*
Less than two hours 5:00pm, the next business day*
Less than three hours 5:00pm, within two business days*
Three or more hours Timeframes will be issued with your quote

*Providing the request is received by 11:30am.
Requests received after 11:30am will take an additional business day.
All times referred to in the SLA is Eastern Standard Time (AEST).
Service Level Agreement effective from 01/07/2011 until 31/12/2011.

Need an online presence that really stands out? Come and talk to us at W3WebDesign . We excel at creating innovative websites and digital strategies that make businesses stand out from the crowd. We enjoy collaborating with our clients to deliver solutions tailored to their needs. Most of all, we revel in seeing our clients succeed online, improving their sales and ROI.

We’d love to offer you all this and more – give us a call to chat about your upcoming project today.

Get A Quote
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Call 040 4027 3049
+91 7893 37 7844 (Hyderabad) | info@w3webdesign.in