Support

Our support is second to none. We are in this with you every step of the way. Our websites are backed by the best support in the business and we monitor your marketing campaigns and can even follow up your customers for you if you need us to.

SUPPORT & MAINTENANCE

All the Support You'll Ever Need

Tech Support

Here when you need us. Backed by technology which means you won't.

Community

Find the answers you need.

Monthly Q&A Call

Each Support & Maintenance package comes with a monthly strategy call so we can track your campaign's progress, and answer any questions you have.

IT'S SIMPLE

Let's get started

Book a free 30-minute call to see if our done-for-you web solutions and digital marketing packages are right for you.

FAQs

Have a question?

Am I locked into a contract?

Of course not. We’re here to support you, your business and your website. If you change your mind, want to up/downgrade, or even cancel, simply get in touch with us and we will stop the next payment.

What happens after I sign up?

You’ll receive an email with details of your plan and your receipt.

If we didn’t create your website, you’ll also receive an onboarding form to securely provide your website access information (including your Website Admin and Hosting Access details) so we can begin auditing your site(s) as part of the onboarding process.

Once onboarding is complete, you’ll receive a welcome email with more details about your account, and instructions for sending support requests.

Why is there a setup fee?

The Care Plan setup fee allows us to set your website up with the software and training videos, perform an initial security check, as well as undertake an initial update of your WordPress Core files and Plugins.

The outcome of this process will give us an idea of the state of your website's health and will result in a safe, clean website with up-to-date files and plugins. However, if issues arise from this process a quote will be provided to bring your website up to date with the latest software and plugin files so that your WordPress website is clean, working and up to date when you begin your Care Plan.

What's included with monthly content updates?

Short answer: anything relating to your website!
Design tweaks and content updates are the most common, however, nothing is off the table, as long as it fits into the allocated time. Please be aware that requests for new features may result in an additional quote, as most of the time these tasks take longer.

Does my content time rollover?

Unfortunately, no it doesn't. Your content edit time is there for you to use on your website each month if you need it. It reserves your place in our schedule and allows us to book resources, therefore time does not roll over for our care plans.

What are your business hours and response time?

Of course not. We’re here to support you, your business and your website. If you change your mind, want to up/downgrade, or even cancel, simply get in touch with us and we will stop the next payment.Our business hours are Monday to Friday 8:30am - 6:00pm (AEST). We strive to complete all tasks within a 24hr period during week days, but it usually happens much faster. On weekends we strive to complete tasks by the following weekday (so if you send a request on a Friday, or over the weekend, it'll be completed for the following Monday).

What Happens If I Cancel My Website Care Plan?

We’ll be sad to see you go!

But we’ll also provide any information you need to transition smoothly to another developer. If you’re using tools or themes that are licensed by Kicking Pixels, you’ll need to purchase your own license(s) in order to keep the software up-to-date.

We’ll also transfer billing for hosting and email automation services back to you (if and where applicable).

What's Included Within The Monthly Care Report?

Our Monthly Care Plan reports will provide you with details on the updates that have occurred during the month (WordPress Core, Plugins and Themes), your website uptime, backups, website security and page speed / performance, and website traffic analytics (if Google Analytics is setup).

What If I Operate Multiple Websites?

We can help by customising a WordPress Care Plan service to best fit your needs and budget.
Send us an email with your requirements and we’ll work with you to create a Care Plan solution.

How do I update my card on file details for my hosting?

If you pay your hosting via subscription (rather than invoice billing), then you can update your details here.

Are You Ready?

Book a FREE strategy call from one of our consultants to discuss which option would work best for your needs

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