Find answers to questions about our services. From maintenance details to pricing information, we’ve got you covered.
Our journey in Australian website maintenance began in Brisbane, where we recognised the need for reliable, easy-to-understand website care.
While we’ve grown since then, we maintain our commitment to clear communication and quality tech support that resonates with businesses both locally and internationally.
Our experience with Australian businesses has shaped our approach to providing comprehensive website maintenance services that cater to diverse needs.
Our comprehensive website care covers all aspects of website maintenance and support, including regular updates, security monitoring and troubleshooting. We also offer a range of add-on services like malware removal, landing page creation and Google Tag Manager setup.
While we provide basic, one-time SEO optimisation to get you started, we don’t offer ongoing SEO campaigns or extensive marketing services. Our focus is on our website management services and keeping your website secure, up-to-date and running smoothly.
You’ll need to handle costs for your domain name registration and email hosting separately. For comprehensive SEO, content writing, or marketing strategies, we recommend working with specialised agencies. This approach allows us to excel in our core website maintenance services without upselling you on services you may not need.
Yes, our web maintenance packages are fully compatible with a WordPress site and we offer two regular plans and one specialised WooCommerce plan. All our plans include WordPress-specific services such as core, plugin, and theme updates, security monitoring and regular backups.
For an e-commerce WordPress site, Our WooCommerce website care plan provides additional support tailored for e-commerce WordPress sites.
Our WordPress support service covers a wide range of maintenance and support tasks. For all packages, we provide:
These support services are included in all packages and do not count towards your included development hours for your WordPress site.
We also provide development time each month for making changes to your WordPress site. Basic and Plus packages include 30 minutes per month, while the WooCommerce package includes 60 minutes.
Depending on your chosen package, you may also have access to additional features such as:
If you need help with WordPress beyond your allocated development time, you can purchase additional development hours at a set rate.
Unlike individual web developers, freelancers or agencies that typically specialise in just one or a few aspects of website maintenance and website development, we offer a truly comprehensive solution.
Our all-in-one service covers the full spectrum of website care, including regular updates, security monitoring, web hosting and access to additional services like Google Tag Manager setup, basic one-time SEO optimisation and UI/UX design support when needed.
This means you don’t have to juggle multiple providers for different aspects of your website’s upkeep. We handle everything under one roof, saving you time and potential headaches. Our focus is solely on website and WordPress support, maintenance and our add-on services, so you won’t be upsold on unrelated marketing services.
This allows us to excel in our core services while providing you with everything you need to keep your site running smoothly and securely.
While we specialise in WordPress, we may be able to assist with other platforms. It’s best to contact us before purchasing a ticket or starting a plan so we can assess if we can support your specific website platform.
Yes, we can help with content updates if you’re on a support plan. These changes fall under your package’s included “development time”. If the changes exceed your monthly development time, you can either purchase additional development hours or wait until next month when your time refreshes. For larger updates that your included development time may not cover, we will recommend purchasing extra hours to ensure completion.
We can install certain plugins to help improve your website’s speed. While we don’t offer extensive speed optimisation services, we can address basic speed issues. If you’re concerned about your site’s speed, submit a request through your user portal, and we’ll see how we can help.
If your chosen package includes hosting, we’re happy to assist with migrating your existing WordPress site to our service and managed hosting provider. We’ll handle the technical details to ensure a smooth transition. If you’re considering moving away from our service in the future, we recommend discussing the migration process with your new provider, as they’ll be best placed to ensure your site is set up correctly in its new environment.
We take website security very seriously. Our team uses industry-standard security measures and stays up-to-date with the latest threats. With our website maintenance services, we perform regular security scans, use robust firewalls, and make sure your site is always running the latest, most secure versions of all software.
Plus, with our web maintenance services we back up your site regularly, so if anything does go wrong, we can quickly get you back up and running.
We implement a comprehensive security strategy for all WordPress sites we manage. This includes regular malware scans, robust firewall protection and proactive security updates. We also set up automated backups to ensure your data is always protected. Our team stays updated on the latest WordPress security threats and takes proactive steps to protect your site.
We perform regular backups for all our clients’ websites. The frequency depends on your chosen package: Basic plans receive weekly backups, while Plus and WooCommerce plans enjoy daily backups. This ensures your website data is always protected and can be quickly restored if needed.
We always take great care when updating your website and any web page. Before making any changes, we thoroughly test them in a separate environment to make sure they don’t affect your site’s design or functionality.
If we spot any potential issues, we’ll contact you first to discuss the best way forward. Our goal is to keep your site running smoothly and looking great, not to disrupt what’s already working well.
We take a careful approach to updates to ensure your site remains stable. Before applying any update, we create a backup of your site. This allows us to quickly restore your site if any issues arise from the update. We then apply the updates and thoroughly test your site’s functionality. If we spot any problems, we can revert to the backup and work on a solution, ensuring your site remains functional and secure throughout the process.
We have extensive experience with a wide range of WordPress themes and plugins, including all commonly used ones. While we can’t guarantee expertise with every single theme or plugin out there (as new ones are created all the time), our team is skilled at quickly learning and adapting to different WordPress setups. If we encounter a unique plugin or theme we’re not familiar with, we’re committed to finding the best solution for your site and will advise if we can work with it.
Our team is experienced in identifying and resolving plugin and theme conflicts. We carefully test updates in a staging environment before applying them to your live site. If conflicts occur, we work to find compatible alternatives or solutions to maintain your site’s functionality.
Yes, we can assist with recovering hacked websites. Our team is experienced in malware removal and security reinforcement. We’ll work to clean your site, strengthen its defenses, and get it back online as quickly as possible.
We take data privacy very seriously. We use secure, encrypted connections for all our services and limit access to your data to only those team members who need it to provide support. We never share your information with third parties without your explicit consent.
Choose based on your website’s complexity and how much support you think you’ll need. If you’re unsure, start with our Basic plan and upgrade if you need more. We’re happy to help you decide – just reach out to us with details about your site.
Absolutely! You can upgrade or downgrade your plan at any time. You can manage these changes directly from your user portal. We require 30 days’ notice for any cancellations. Remember, while you can cancel anytime, our 30-day money-back guarantee only applies to your first month.
If you use up all of your development time for the month before it’s over and require more, have two options:
a) Purchase a block of development hours that never expire, which you can use anytime.
b) Wait until the start of the next month when your included time refreshes.
It’s important to note that unused support time doesn’t roll over to the next month – it refreshes at the start of each billing cycle. We’ll always advise you if a requested change is likely to exceed your included development time and will require additional purchased development hours.
Remember, our ongoing support services (like bug fixing, WordPress updates etc.) are always included and are separate from this development time.
This ensures you always have access to help when you need it, even if you’ve used up your plan’s allocated time.
Our packages cover most website maintenance and support needs. However, services like content writing, extensive SEO work or marketing campaigns are not included. While we offer a one-time basic SEO optimisation service in our Plus and Woocommerce maintenance packages, as well as available as an add-on, this doesn’t guarantee improved rankings or traffic.
You’ll also need to handle costs for your domain name registration and email hosting separately. For comprehensive SEO or marketing services, you might need to work with specialised agencies.
We don’t offer refunds for unused time. However, we do have two money-back guarantees: a 30-day guarantee for the first month of our support plans if you’re not satisfied, and a guarantee on immediate support tickets if we can’t fix the issue. These guarantees ensure you can try our services risk-free.
It’s worth noting that if you purchase additional blocks of development or designer hours, these also never expire. So you can use them whenever you need them, without worrying about losing unused time.
While we strive to maintain high uptime for all websites we manage, we don’t offer specific uptime guarantees. However, our proactive maintenance and monitoring help minimise downtime and quickly address any issues that may arise.
Your satisfaction is our top priority. If you’re not happy with our website maintenance services, we want to know about it so we can make it right. We offer a 30-day money-back guarantee on all our website packages, so you can try our service risk-free.
If you’re not satisfied within the first 30 days, we’ll refund your payment. Beyond that, we’re always open to feedback and will work with you to resolve any issues. This might involve adjusting your package, adding specific services or finding other ways to better meet your needs.
Remember, while you’re committed to a monthly plan, there’s no long-term contract, so you can cancel at any time if you feel our service isn’t meeting your requirements.
We offer a ticketing system for immediate, one-off support. This is primarily for urgent problems like malware removal or bug fixes, and is usually best suited for new or first-time fixes. However, for ongoing maintenance, adding pages or design/development work, we recommend one of our support plans.
Our website maintenance plans and packages are designed to provide ongoing care for your site, which is essential for keeping your site secure, up-to-date and running smoothly.
Even if you think you only need support occasionally, regular maintenance is crucial. If you find you need more support or development time than what’s in your chosen plan, you can easily purchase additional hours or upgrade plans.
We also offer a range of add-on services that you can buy either as a one-off or on a monthly basis to supplement your chosen package. This flexibility allows you to customise your support to fit your specific needs.
We understand how crucial your website is to your business. That’s why we offer quick response times for all our clients, regardless of their support package.
For critical issues like site downtime, we prioritise these and begin working on a solution immediately. This is true whether you’re an existing client on a website maintenance package or are seeking immediate assistance through our ticketing system.
For non-urgent inquiries, we usually address these within a few hours during business hours. The website maintenance package you choose doesn’t affect our response time, and all our clients can easily contact us when they need help.
Our user portal is available 24/7 for submitting requests. While we’re not on call 24/7, we can sometimes can address urgent matters outside business hours if needed. Any non-urgent requests received after hours will be handled promptly when we’re back.
We also use monitoring tools to alert us to problems, often before you even notice them, allowing us to start working on a solution quickly. Our goal is to keep your website up and running smoothly, no matter which package you’re on under our web management.
We monitor your site 24/7 and often detect and address issues before you’re aware of them. Our user portal is available 24/7 for submitting support tickets. During business hours, we typically respond to inquiries within a few hours. For critical issues like site downtime, we start working on a solution promptly.
If you purchase an immediate support ticket outside of business hours for an urgent issue, we’ll prioritise your request and begin work as soon as possible.
While we’re not on call 24/7, we can sometimes address urgent matters outside business hours if needed. Non-urgent requests received after hours are handled promptly when we return.
While we’re not on call 24/7, we can sometimes address urgent matters outside business hours. Our user portal is available 24/7 for submitting requests, and we prioritise critical issues like site downtime. If you purchase an immediate support ticket outside of business hours for an urgent issue, we’ll prioritise your request and begin work as soon as possible.
Not at all. Our service is designed to handle all the technical aspects of maintaining your site, so you don’t have to. With our roots in WordPress support, We communicate in plain English, avoiding technical jargon, so you’ll always understand what’s happening with your site. Our goal is to make managing your site as easy as possible for you.
If you’re not satisfied with our service, please let us know. We offer a 30-day money-back guarantee on the first month of our support plans. After that, you can cancel anytime with 30 days’ notice. However, we encourage you to chat with us first – we’re committed to finding solutions and ensuring your satisfaction with our service.
Absolutely! While we started in Brisbane, we support WordPress sites across Australia. Our team is equipped to provide efficient support regardless of your location in Australia. We work during Australian business hours (AEST), with a 24/7 user portal available for after-hours support requests. Our immediate support ticket service is also available during business hours for urgent one-time issues, no matter where you’re located in Australia.
We provide complete WordPress maintenance and support under one roof, taking care of all your technical needs without the hassle.