Our Support Team is here to help.
You may find answers to some of your questions here in FAQs.
Not sure what maintenance plan you are on or what it includes? See below.
You may want to upgrade your account for additional services.
Why do I need a maintenance plan?
Just like a car, a website works better with maintenance. Servicing a car will not stop a car from breaking down, but it will run better and minimise the chance of it happening.
Website maintenance will not stop your site from getting hacked, but minimise the opportunity for hackers to find a loophole, or an opportunity to get in.
Prevention is better than cure.
Please note that while we work together to keep your website strong and secure, we are not responsible for any hacker; unlawful cyber access; or malware attack, nor do we include the cleanup in your maintenance plan.
We do recommend taking out Cyber Insurance to protect your site, business and personal profiles, and to have a Data Breach Policy in place.
Common Support FAQS
What is included in my website maintenance plan?
We have several website maintenance plans available. Inclusion depends on your plan contract. You may refer to your maintenance contract or Contact us to check what level you are on or to request a copy of your contract.
What is included in my 1hr content update?
Some website maintenance plans include 1hr content update. Tasks can include:
- Replacing Images - up to 3 across the website. Images sent to our support team will be processed and optimised to keep your website performance at it's best.
- Or, Updating 1 Blog Article - text and 2 images.
- Or, Other changes that include but not limited to Events update; calendar; landing page content. Depending on the type of update, task will be evaluated and quoted.
What happens when my 1hr content update for the month has been exhausted but I still need updates done?
When your 1hr content update allocation has been exhausted you may purchase additional block of hours to continue the update. Block of hours are available at 5 hours (2 months expiration); 10 hours (5 months expiration); 40 hours (12 months expiration).
You may contact email@example.com to avail of additional hours anytime.
What happens if my 1hr content update for the month was not used?
Unused 1hr allocation will be forfeited when not used. This is because our website maintenance plan is on monthly recurring basis, 1hr content update allocations will not be carried over to the next month.
Talk to our support team on how you can make the most out of your content update allocation each month. Additional Support hours purchased on a block plan can be carried over as quoted above.
We recently hired additional staff and we would like to provide them with a company email. Can I use my 1hr allocation for this?
On the lower tiers it is not included but on the advanced, it is.
What is the minimum billing time frame for tasks or maintenance?
Website maintenance and updates are billed in 1 hour increments.
What is your standard turnaround time for service?
This depends on the type of maintenance plan your site is on.
Our turnaround time is:
Protect - Within 48 hours
Expect that when you submit your request through our help desk, the task will be assigned to a technician within the next 48hrs and we shall get back to you with an update and proof of work.
Secure - Within 24 hours
Expect that when you submit your request through our help desk, the task will be assigned to a technician within the next 24hrs and we shall get back to you with an update and proof of work.
Grow - Within 6 hours
Expect that when you submit your request through our help desk, the task will be assigned to a technician within the next 6hrs and we shall get back to you with an update and proof of work.
Urgent Requests - These are an additional cost. Contact us for rates.
I need to have an update done within 2 hours, can you help me?
We allow for urgent requests for an additional cost per hour. Please be aware that urgent requests need time dedication that is not scheduled.
How much are your maintenance plans?
Please click here to see pricing details. If you don't have a plan, we can run a FREE website audit and advise which is the best plan for your site.
I do not have a maintenance plan with TeckDM, how much do you charge for a one time content update?
Our standard pricing for website updates are $125AUD per hour, casual basis. You may send your task request to firstname.lastname@example.org and we will get back to you with a quote and an invoice to be paid before updates are performed.
Can I cancel my website maintenance plan? Do you charge a cancellation fee?
You can cancel your plan anytime, and we don't charge a cancellation fee. If you are on an advance payment plan, the cancellation will take effect when your subscription expires.
I want to update the Business hours for the holiday season, can this be included in my plan?
Yes, it will come out of your content block allocation.
Does website maintenance include SEO?
Website maintenance plans do include basic SEO, which is needed for the performance of the website. SEO Strategy and advanced techniques are not. Contact us to find out if your website could benefit from Advanced SEO.
I want to add a new page to my website, is that included in my plan?
Creating a brand new page (under Services or Company information) is not included in your website maintenance plan. However, once the landing page has been published on your website, this will be included in the monthly website maintenance routine.
My website storage is now full. Is an upgrade included in my plan?
No. Just like your hosting subscription, website storage upgrades will be at client’s expense. You may ask us about what course of action to take and we will advise accordingly.
Can I upgrade/downgrade my website maintenance plan anytime?
Yes you can, please advise us 1 month in advance so we can schedule accordingly.
I have multiple websites, can I put them all in one maintenance plan?
Yes you can have them all included in a special bundle package even if the sites are on different requirement levels.
What about updating third party/integrated Apps such as Mailchimp, Paypal, etc?
No. This is not included although we can manage this task for you.
Here's a quick tip to make the most of your block of hour allocations:
1. When sending Support requests through, please provide a clear instruction on what needs to be done.
2. Kindly name each image and where it is to be placed.
3. Number each request line so we can tick them off the list.
1. insert image kettle32 at heading of new blog post; Title ‘A day in the Life of’
2. Insert blog post titled "The way we were" on blog page under xxx category
3. I want this update published by (date)
At Teckdm, we provide you with 2 levels of support
Includes communication emails, website updates, image resizing, Upload content for blog. Optimising images for better SEO performance.
Advanced Technical Support:
Includes website security monitoring, plugin updates, html coding, website performance updates; monthly and weekly website maintenance.
All of which comes out of your allocated support time each month.
(Not on a Plan)
$125ph + GST
5 hrs x $550
10 hrs x $1100
*** minimum 1 hour blocks
(When you are on a Plan)
$95ph + GST
5 hrs x $400
10 hrs x $800
*** minimum 1 hour blocks
Website Clean & Update
Site Image Compression
depending on the number of images
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