Technical Support & Tuition

Rate: $110 p/h
(15min Minimum)

HOW PRICING WORKS: All technical support is usually taken from pre-purchased support packages. If you're not using a support package charging is done 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)

Phone Help

What defines a charged help call?

When a help call is a call placed to D.P. 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 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 that 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.).

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 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 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 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 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.

Priority Support Packages

D.P. Web Design offers Priority Support Packages that ensure maintenance of your site is our priority. We have found that our clients can request on average 5 hours of site modifications, support and help calls throughout the year, and even hold off on making changes because of cost concerns. Let us make it easier and more cost-effective for you by presenting one of these support packages, as they offer a reduction in hourly rate charges.

The benefits include:

  • Problems solved quickly
  • Significant cost savings - particularly for larger websites
  • Minor issues are fixed quickly and easily
  • Minor changes made within 24 hours
  • Packages only charged for the actual time worked (no 15 minute minimum charge)

Every website needs maintenance from time to time to do the job as your online salesperson, so save money and keep your website up-to-date with the Priority Support Package that is best for you.

Support Packages

Entry Support
(3 hours)

$297

  • Best for Micro Business
  • Saving of $33
  • 3 hours (no rollover)
  • Term: 1 Year

Order Package

Base Support
(5 hours)

$480

  • Best for Micro to Small Businesses
  • Saving of $70
  • 5 hours (no rollover)
  • Term: 1 Year

Order Package

Regular Support
(10 hours)

$920

  • Best for Small Businessess
  • Saving of $180
  • 10 hours (no rollover)
  • Term: 1 Year
  •  

Order Package

Premium Support
(20 hours)

$1,720

  • Best for Online Businesses
  • Saving of $480
  • 20 hours (no rollover)
  • Term: 1 Year
  • Includes Template &
    Joomla Version Upgrades

Order Package

Super Support
(40 hours)

$3,300

  • Best for Site Upgrades
  • Saving of $1,100
  • 40 hours (no rollover)
  • Term: 1 Year
  • Includes Template &
    Joomla Version Upgrades

Order Package

Are you looking to UPGRADE an existing package

Plus Packages

These are new packages that fill the gap.

Regular Support Plus
(15 hours)

$1,320

  • Saving of $330
  • 15 hours (no rollover)
  • Term: 1 Year

Order Package

Premium Support Plus
(30 hours)

$2,520

  • Saving of $780
  • 30 hours (no rollover)
  • Term: 1 Year
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  •  

Order Package

All packages provide support and maintenance for any of the following items, depending on time available:

  • Maintenance of existing website components, modules & plug-ins
  • Menu, image, page & content information updating, creation or insertion
  • Liaisons, support & help via phone, email, screen sharing on existing website components, modules & plug-ins
  • Newsletter creation & sending
  • Calendar & event maintaining
  • Shopping cart item maintenance, addition & editing
  • Slideshow banners & image galleries upkeep
  • Graphic artwork & image manipulation relating to your website
  • Help calls & screen sharing concerning email configuration, signatures & setup

Premium & Super package also include:
(if software is purchased it will be deducted from the time value)

  • Install, setup, styling & configuration of new components, plugins & modules
  • Site template upgrades
  • Joomla version upgrades (1.5 or 2.5 to latest)

The key benefits to undertaking an upgrade for your Joomla 1.5 or 2.5 sites are:

  • A significantly improved responsive layout across all devices (mobiles, tablets & PC’s) and platforms
  • Increased security features – this is more important than it appears on the surface, and is one of the main drivers behind any upgrade
  • The existing Joomla version 1.5 is now discontinued so future updates or enhancements will require specialised programming, therefore costing more $$$ to update content
  • New visual template – your website will get a refreshed look to keep up with the trends of website development
The time frame of the support package is for one (1) year from purchase date or until the allotted hours run out. Packages do NOT automatically renew yearly.

Office Location

5 Trembath Crescent,
Kirwan, Townsville QLD 4817
Visitation by Appointment

Contact Details

(07) 4773 4719
0412 342206
info@dpwebdesign.com.au

Office Hours

Monday - Friday: 9:00am to 5:30pm
Saturday - Sunday: Closed