Technical Support & Tuition

Rate: $88 ph

Charge is based on the length of the call or time of service (in % to the hour) divided or multiplied by hourly rate
(e.g. 15min call =  25% of 1hour then calculate %25 percent of current rate)

Phone Help

What defines a help call?

When a help call is a call placed to D.P. Web Design for

  • Technical help on software or PC functions that don’t relate directly to the client’s current active project or web development
  • Support on completed website functionality (e.g. site editing, newsletter sending & testing, image editing & gallery functions, on-site file management, etc.) that has been referenced in previously submitted tutorial documents or videos.

When is it NOT a help call?

When a call is a call placed to D.P. Web Design for

  • Help in relation to software or P.C. functions that assists in the maintaining or bettering of current active projects the client has with D.P. Web Design.
  • Help in relation to a website or website functionality currently under construction & in development by D.P. Web Design (e.g. site editing, newsletter sending & testing, image editing & gallery functions, on-site file management, etc.).
In short, if you need to save time then call us as we are more than happy to help, but if you want to save money then look through D.P. Web Design Help Centre & Online Tutorials.

Help & Support via Screen Sharing

Sometimes it is quicker and easier if D.P. Web Design controls your computer via the internet using screen sharing. This way we can fix a lot of common problem you are having over long distances and without call out fees.

How to Install & Start Screen Sharing

Before you contact us for screen sharing support or tuition please load the Yuuguu software onto your P.C. & create a Yuuguu account (it's free!) 

Please follow these instructions to setup Yuuguu Screen Sharing:

  • go to http://www.yuuguu.com/download/windows_download_preview and download Yuuguu using the “Download Yuuguu” button
  • While it’s downloading create your account with Yuuguu by doing the following...
    • Go to home page www.yuuguu.com
    • Under the “Web Conferencing” panel click on the ”Try it Free!” button 
    • Fill in details and click the “Get Trial” button (you have now created a Yuuguu account)
  • Now find the Yuuguu installer you previously downloaded and install it (this may take a couple of minutes clock-icon )
  • Once you have installed it run Yuuguu and log-in using the email and password you chose when you created your account earlier
  • Now click the “Find Contacts” button and type danpoole@dpwebdesign.com.au in the “I will enter the email address myself:” box, then click “Next”
  • D.P. Web Design will appear and be ticked, just click “Next” again then “Finish” on the next screen
  • I will then be notified and will have to verify you before D.P. Web Design shows as available on the Yuuguu program
  • You can also change your name you logged in with by clicking the “Settings” button, please use either your name or business name
SHARING YOUR SCREEN WITH D.P. WEB DESIGN TO FIX A Computer Problem or Start Tuition

Screen sharing can only be started by you the client. It is totally safe and you will be seeing everything that is changed, edited or shown on your computer. to start screen sharing complete the following steps. 

  • Click on “D.P. Web Design” then the “Share Screen” button, a box will appear
  • In the new box click “Share Screen” again
  • A notification will appear on D.P. Web Design’s computer and will have to be accepted before screen sharing commences.
  • D.P. Web Design will then request control of your computer, please accept by clicking the “Share” button
  • All Done! now the problem can be fixed or the lesson can start in the comfort of your home or office while you watch or participate.

A solution can also be resolved quicker if you call D.P. Web Design and discuss the problem while screen sharing.

Tuition via Screen Sharing

Do you have a Zen Cart or Joomla site you are administering yourself and not sure what you are doing or feel as though you are not using the site's full potential. D.P. Web Design offers online screen sharing tuition no matter where you are in the world. We can offer support on the following

  • Zen Cart
  • Joomla
  • Email account set-up & signatures
  • Adobe Dreamweaver
  • Web designing basics (html, javascript, php, MySQL Database)
  • Preparing images for web use
  • Server & website configuration
  • Adobe Photoshop
  • Adobe Fireworks
  • Adobe Flash
  • Microsoft Office, Outlook, PowerPoint
  • Cakewalk
  • Cubase
  • Vegas Video
  • Sound Forge
  • Toon Boom Animation
Here's how it works
  1. install Yuuguu & create an account (it's free! details above)
  2. Prepare before the lesson (write down your questions)
  3. Contact D.P. Web Design to book a lesson time (email your questions ahead of lesson if possible)
  4. Depending on your location we'll call or Skype you, start the Yuuguu Screen Share and start the lesson.

Technical Support & Tuition FAQ’s

What if the problem is not fixed?

We don’t claim to know everything and there may be some problems that require specialised attention. If D.P. Web Design was no help and no solution was found then you will not be charged for the service.

If the problem was sourced but the not fixed because of interface limitation (e.g. phone, screen sharing etc.) then a partial amount may be invoiced depending if the ongoing problem is fixed by D.P. Web Design or another service.

for example:

  • Hardware Failure: RAM, Hard Drive, Power Supplies, Motherboards & Video Cards can cause various problems with computer systems & functions if faulty.
  • Software Conflicts: Sometimes, but rarely some software can conflict with others and may only be solved buy purchasing upgrades or updating your operating system.
  • Systems Restoration: In the worst case it may be more financially viable to reload the operating system.

What is the problem stems from previous work done by D.P. Web Design

Sometimes when a problem is solved another pops up. If another problem occurs in relation to the first problem then it is safe to assume it can still be classed as the 1st problem therefor would be billed out as normal.

If the new problem is caused by D.P. Web Design it will be fixed and there will be no time billed.