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Technical Support & Tuition

Technical Support & Tuition

HOW PRICING WORKS: All technical support is usually taken from pre-purchased support packages. If you're not using a support package charging is calculated hourly based on the length of the call or time of service (in % to the hour) divided or multiplied by the hourly rate. (e.g. 15 min call = 25% of 1 hour, 25% percent of current rate = $27.50)

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DP Web Design
Hourly Rate

$110
(per hour/minimum 15min)

Phone Support

  • What defines a charged help call?

    When a help call is a call placed to DP Web Design for

    • Technical help with 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 charged help call?

    When a call is placed to DP Web Design for

    • Help in relation to software or P.C. functions that assists in the maintaining or bettering of current active projects that the client has with DP Web Design .
    • Help in relation to a website or website functionality currently under construction & in development by DP Web Design (e.g. Site editing, newsletter sending & testing, image editing & gallery functions, on-site file management, etc.).

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 DP 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 then 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 DP 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 by 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 DP 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 DP Web Design it will be fixed and there will be no time billed.

 
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Screen Sharing Support & Tuition

Screen Sharing Support & Tuition

The charge is based on the length of the call or time of service (in % to the hour) divided or multiplied by the hourly rate. (e.g. 15min call =  25% of 1hour, 25% of current rate = $27.50)

You can also take out Support Packages for considerable savings.

[lifesaver]

DP Web Design
Hourly Rate

$110
(per hour/minimum 15min)

Help & Support via Screen Sharing

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

Tuition Types Supported by DP Web Design 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. DP Web Design offers online screen sharing tuition no matter where you are in the world. We can offer support for the following

  • Zen Cart
  • Joomla (version 1.5 to latest)
  • Email accounts set-up & signatures
  • Email accounts set-up & signatures
  • Adobe Dreamweaver
  • Web design basics (html, javascript, php, MySQL Database)
  • Preparing images for web use
  • Server & website configuration
  • Adobe Photoshop
  • Adobe Fireworks
  • Microsoft Office, Outlook, PowerPoint

How to Install & Start Screen Sharing

DP Web Design uses Join Me (Team Viewer) for screen sharing, please do the following before calling us.

  1. Go to http://www.teamviewer.com
  2. Download & install the software
  3. Call us with 'Your ID' & 'Password'
DP Web Design is located in North Queensland, Townsville, so to save on your call costs, we will call you no matter where you are in Australia (no call charges for Australian customers). Please use the form below to make a support request.

HOW IT WORKS!

  1. Prepare before the lesson
    (write down your questions)
  2. Contact DP Web Design
  3. We'll call you (free in Australia only)
  4. Start Team Viewer
    (it's free! Details above)

Grab a Support Package & Save Money

 
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Priority Support Packages

Priority Support Packages

All support packages run for a term of 5 years, purchase a support package and you have 5 years to use those hours.

Understanding the significance of a well-maintained website, we present our Priority Support Packages. On average, our clients seek around 5 hours of support annually. To make this process more budget-friendly, we've devised packages with discounted hourly rates.

Support Package Details

The more hours you get, the more money you save.
Packages are valid for 5 years and can be upgraded within their validity. The primary advantage of these packages for our existing clients is the upfront payment, which offers a discounted rate compared to the traditional estimate-based approach. The packages range from 3 hours to 40 hours, with the cost decreasing per hour as the package size increases.

The benefits include:

  • No recurring monthly fees. Purchase hours and utilize them over 5 years.
  • Notable cost savings with larger packages.
  • Swift resolution of minor issues.
  • Time-based billing without minimum charges.
A website acts as your digital storefront. Regular updates ensure it remains effective and current. Our support packages are designed to be both economical and efficient, allowing you to choose the one that aligns with your needs.

Usage of Support Packages

These packages can be utilized for a variety of services, including:
  • Maintenance and upgrades of website components.
  • Newsletter creation and dispatch.
  • Shopping cart item management.
  • Graphic design related to the website.
  • Video & Audio editing.
  • And much more!
The time frame of the support package is for five (5) years from purchase date or until the allotted hours run out. Packages do NOT automatically renew.

Did you know, you can upgrade you support package to more hours?

How Upgrades Work

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  • Primary Package

    Depending on your needs, you can start with a 3-hour or 40-hour package. Once you begin your first package, it is valid for 5 years from the start date. You have the option to upgrade at any time during these 5 years.

  • 1st Upgrade

    We operate on an hourly rate, and our Support Packages offer a reduced hourly rate—the more hours you purchase, the less you pay per hour. It's similar to a rewards program: the more you buy, the more you save. For example, if you're upgrading from a 5-hour to a 10-hour package, you gain an additional 5 hours at a lower rate than the first 5.

  • Following Upgrades

    Providing you haven't previously upgraded to a 40-hour package, the same principle applies for any future upgrades: the more you buy, the more you save. You can view all the upgrade options in the 'Packages & Upgrade Costs' section. If you're currently on a 10-hour package, you can upgrade in any increment up to 40 hours, benefiting from the reduced rate of the larger package.

  • Savings

    These upgrades are designed to benefit you, our clients. Unlike some IT companies, where you pay a monthly fee for a set number of hours regardless of usage, our system is more flexible. Whether you incrementally work your way up to a 40-hour package (e.g., starting from 3, 5, 10, 30, and then finally to 40 hours) or directly purchase a 40-hour package, the total cost remains the same. This approach ensures you receive the full benefit of the hours you've purchased, as the reduced hourly rate is applied to each upgrade.

The Process:

  • If you're unsure on how many hour you need then call us - (07) 4773 4719
  • Fill in the form below and we'll manually review & process your order then send you an invoice.
  • If you havn't already done so email or phone us with your work request.
  • Once we've completed the work we'll send you a WORK LOG letting you know your support package status.
  • Worklog consists of time, date, work completed, total time and time remaining.

Packages & Upgrade Cost

Starting with any package, you can upgrade to a higher tier within the 5-year validity. The cost advantage of the higher package is carried over during upgrades, ensuring you always get the best value.

Order Support Package:

For a deeper dive into our offerings, from our design process to client testimonials, feel free to explore our website or get in touch with us.
 
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