Support Options

We're here to help you with website training & support

If you’re a client of The Creative Collective, the options below will assist you. We have developed a range of support options to make solving your issues a whole lot faster!

sunshine-coast-creative-collective-team-boardroom

Website Training options

One-on-one Training: The Creative Collective can provide one-on-one website training for WordPress or Shopify websites for all basic functions such as adding/editing content, adding/editing products, adding posts, uploading images, editing menus etc. This is a recorded session so that you also have a video resource to refer back to.
TCC Video library: This is a great resource of tutorials on the ins and outs of WordPress
https://howto.tcc.zone/?autologin_code=MITjxZkaCrB1SkVt1UPEH84PfyEMr2HI
WordPress Support: 
https://wordpress.org/support/
WordPress Community Help:
https://wordpress.org/support/forum/how-to-and-troubleshooting/

Submit a support ticket

SUBMITTING A SUPPORT TICKET WITH US
Are things not going quite right? Did you forget how to do something? No worries! If you’ve built your website with us, our support ticketing system makes it easy to get help.

Email: help@www.thecreativecollective.com.au… to create a support ticket in our system. Please note that charges apply.

Support packages

If you anticipate needing to call on us regularly for site changes etc, you might like to think about a support package. These provide discounted rates for pre-buying hours of support.

Let’s chat about your project

Choose your Support & Maintenance package

By the Hour

From $300 + GST

Charged per hour for one-off tasks. An estimate will be provided prior to work.

Can be used for:
Website updates i.e. upload or modifications to content, images and videos, modifications
Website speed optimisations
Platform + theme + plugin updates
Investigating errors/issues
Photo/image editing
Reviewing and improving security

5 Hour Block

From $900 + GST

5 hours of prepaid support

Hours valid for 12 months from purchase

Can be used for:
Website updates i.e. upload or modifications to content, images and videos, modifications
Website speed optimisations
Platform + theme + plugin updates
Investigating errors/issues
Photo/image editing
Reviewing and improving security

10 Hour Block

From $1750 + GST

10 hours of prepaid support

Hours valid for 12 months from purchase

Can be used for:
Website updates i.e. upload or modifications to content, images and videos, modifications
Website speed optimisations
Platform + theme + plugin updates
Investigating errors/issues
Photo/image editing
Reviewing and improving security

20 Hour Block

From $3400 + GST

20 hours of prepaid support

Hours valid for 12 months from purchase

Can be used for:
Website updates i.e. upload or modifications to content, images and videos, modifications
Website speed optimisations
Platform + theme + plugin updates
Investigating errors/issues
Coding (HTML, CSS, Javascript, PHP etc) changes
Photo/image editing
Reviewing and improving security

Monthly Support Packages

From $450 + GST

Support Retainer

3 hours of support per month

Can be used for:
Website updates i.e. upload or modifications to content, images and videos, modifications
Website speed optimisations
Platform + theme + plugin updates
Investigating errors/issues
Coding (HTML, CSS, Javascript, PHP etc) changes
Photo/image editing
Reviewing and improving security

Terms and conditions of prepaid website maintenance & support: All work is billed in 15 minute increments. Prepaid hours valid for 12 months from purchase. Maintenance and support requests are to be received via email on help@www.thecreativecollective.com.au which creates a ticket in our system. You will have access to an online spreadsheet where completed work will be recorded, so you can keep track of hours remaining. Plan prices can change with one month’s notice. Website Wellness Package: The Website Wellness Package is a one hour allocation per month for the above inclusions only and is a minimum 12 month commitment. Monthly billing must be by direct debit or annual billing will apply. If additional support is required, a support package or project fee may be recommended. We will require you to be available and respond in a reasonable time frame when we notify you via a support ticket/email that we require your feedback. The ticket will automatically close after 7 days of non response a new ticket will need to be created. If we run into unforeseen issues outside of our control and cannot complete a required task, or hours may exceed what was estimated, we will notify you to discuss workarounds, and to outline any extra costs which may be required to complete the task to a satisfactory level.

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