Support requests are used for changing and updating your website. Such requests are not part of hosting your website. Reporting an outage on your website is not a support request – this is covered by your hosting.
We offer paid support for your website:
- Adding a new webpage
- Changing text, images or logos
- Configuring access, users or secuirty
- Adding new features
- Training and advice
- Upgrading themes
Support requests can be submitted by:
- Email su*****@**********om.au
- Complete form: Website Support Request
- Call our office: (07) 7211 49200 and leave a voicemail
- Chat in the back-end of your hosted website
- Use the chat on our support website
You can also email any member of staff, however, their availability may affect the response.
We notify our customers time based charges apply before we begin. Occasionally, urgency results in less than thorough notification. For this reason we outline our expectations in our terms found here https://websetgo.com.au/terms. For example, when your website is down, we will take immediate steps to rectify the problem without notification.
Customers are required to accept at least two hours of work per request. To avoid delays and misunderstanding, we introduced this procedure. We did not introduce this procedure to make profit on small tasks. We will always bill for the exact time to communicate, understand, and complete the task.
How do you track time?
Our ticketing system tracks time related to a customer’s request. Time is tracked from the moment we begin discussing and considering the work. Typically, we access the website backend and begin preliminary research before we respond. Time spent on every ticket is tracked to completion and billed.
Time is tracked against:
- Incoming and outgoing communication (read)
- Phone calls and meetings (phone, video, in-person)
- Tesing and research (testing different solutions)
- Tasks and work performed (work on tasks)
- External third-party communication (plugin developers)
How much do you charge for the time?
While our system tracks time in minutes, time is billed in 10-minute increments (rounded up). Time is charged at different rates depending on the skills required in the activity. The default rates is $175/hour. Our current hourly rates can be found https://websetgo.com.au/hourly-rates
At any point during a our work, customers can ask for the time used. Customer can request a written estimate for complex work. Estimates will not be provided for under 2-hours work.
You may be interested in saving support costs by saving us time. Here’s a few tips: https://knowledge.websetgo.com.au/knowledgebase/how-to-lower-the-cost-of-support-requests/
Invoices are issued soon after a ticket is closed. Invoices are due in 7-days (unless otherwise arranged).
What if the issue is the hosting?
99% of all website problems are due to website content and configuration. This is the responsibility of the website owner and is not covered by monthly hosting charges (with any hosting provider).
At the completion of a ticket we will review any concerns. Issues determined to be completely due to the server, network or our behaviour will not charged. Restrictions and limitations apply.
Are there any exceptions?
Our hosting is full-managed and includes regularly updating most of the software used to build the websites. Updates are intended to address vulerabities, expand features, and fix bugs. However, new software can effect look of a website and may be incompatible. Fixing these types of issues is not included in monthly hosting charges (with any hosting provider).