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.
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.
W3WebDesign recommends our clients to contact us using below methods depending upon the priority of the issues.
W3WebDesign provides Knowledgebase tutorials to assist you in the first instance. Please refer to our Knowledgebase tutorials before submitting a support enquiry.
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.
Every W3WebDesign website comes with 90 days complimentary support, commencing from when your website goes live.
What's Included?
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.
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.
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
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.
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.
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.
| 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) |  |
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| New Graphic Design Work | |
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| Can use for multiple website | |
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| Search Engine Optimisation Work | |
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| Unused hours are worked on SEO | Unused hours are worked on SEO | Unused hours are worked on SEO |
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| 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 | |
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| Local search optimization | |
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| 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 | |
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.
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