help with website | The Creative Collective, Sunshine Coast, Newcastle

Have a website and need support and changes from time to time?

Fast

Priority turnaround on changes for clients with an ongoing support and maintenance package

Convenient

Whilst we do handover and training on all sites we build, some clients prefer to lean on us for ongoing changes and updates.

Peace of mind

One-off updates, ongoing tweaks or more regular support requirements, we’ve got you covered.

IMPORTANT CHANGES AS OF AUGUST 2021

As of August 2021, you must have purchased a support package with us in order to use our support ticketing system for changes/requests/support. Support packages are available in 5, 10, 15 or 20 hour blocks. If you do not wish to purchase a support package, an hourly rate of $200 + GST will apply to all work carried out.

Support packages for when you don’t have the time, capacity or resources to edit your website yourself!

Support can include any of the following

NOTES: Hours are valid 12 months after purchase. Unused hours will expire. Hours must be pre-purchased in full with time deducted in 15 min increments — you will be notified once your package is down to 30 minutes remaining.

Website updates i.e. upload or modifications to content, images and videos, modifications
Website speed optimisations
Platform + theme + plug in updates

Investigating errors/issues
Coding (HTML, CSS, Javascript, JQuery etc) changes
Photo/image editing
Reviewing and improving security

FAQS

An emergency/urgent/high priority issue is one which renders either your website, email, campaign, etc. down or in operational. Such examples would be:

‘My website is down’

‘My email is down’

‘I can receive but not send emails’

‘My Adwords campaigns doesn’t appear to be running’

If your request is only urgent due to leaving it to the last minute or urgent changes have popped up as a result of an opportunity, we’ll do our best to squeeze this in as quickly as possible, but genuine ’emergencies’ will take priority. You may also incur a ‘fast turnaround fee’ if our team needs to ‘bump’ work which has been lodged in the production schedule prior, or if we have to work after hours/weekends/public holidays to get it done for you. We’ll let you know in advance what/if any fees will be charged.

As of August 2021, you must have purchased a support package with us in order to use our support ticketing system for changes/requests/support. Support packages are available in 5, 10, 15 or 20 hour blocks. If you do not wish to purchase a support package, an hourly rate of $200 + GST will apply to all work carried out.

We charge in 15-minute increments for our time. Where the job requires troubleshooting, a 30 min investigation fee may apply. After this time we will give you our verdict of how to resolve the issue. If the issue is a result of something that’s our fault, no charges will be incurred.

For all general work requests, we will generally complete these within 48 hours. We will of course, always confirm with you the hours involved and raise a quote for sign-off before commencing any work.

General work requests may include:

‘Could you add this content to my website’

‘Could you change the XYZ on my site’

‘Could you prepare a monthly newsletter for me’

Let’s chat about your project

» Make an Enquiry » Book an Appointment

Choose your Support & Maintenance package

5 Hour Block

From $700 + 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 + plug in updates
Investigating errors/issues
Coding (HTML, CSS, Javascript, JQuery etc) changes
Photo/image editing
Reviewing and improving security

Enquire Now

10 Hour Block

From $1400 + 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 + plug in updates
Investigating errors/issues
Coding (HTML, CSS, Javascript, JQuery etc) changes
Photo/image editing
Reviewing and improving security

Enquire Now

20 Hour Block

From $2800 + 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 + plug in updates
Investigating errors/issues
Coding (HTML, CSS, Javascript, JQuery etc) changes
Photo/image editing
Reviewing and improving security

Enquire Now

Monthly Support Packages

From $420 + GST

Monthly 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 + plug in updates
Investigating errors/issues
Coding (HTML, CSS, Javascript, JQuery etc) changes
Photo/image editing
Reviewing and improving security

Enquire Now

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@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.