Help!
As part of our continued involvement in the success of your Web site, we have a number of options for providing on-going support.
On-line Documentation
- User Guides: Refer to them when you're first using a new feature on the Web site.
- Frequently Asked Questions site: Refer to this for answers to common questions about using your Web site.
Help Desk
We provide a free Help Desk service to assist you when you get stuck with the software, user guides or other on-line documentation. We won't actually do the work for you, and won't "hold your hand" while you're doing it. But we'll do our best to assist you with getting "unstuck".
You can call
Find out more about the Help Desk here.
(Note: Some of our older clients haven't signed up to this Help Desk service. If you'd like to sign up, let us know. This is optional - if you don't sign up, you can still get help from us at our Web Site Support rates below)
Web Hosts
If you have trouble accessing your site (for example, the site doesn't appear at all), please contact the Web host directly - they will be able to give you the quickest response.
Our main Web host is ICDHost, who have a 24/7 support site at SureSupport.com.
Other Web hosts we've used in the past include:
Web Site Support
If you'd like us to do occasional work for you, we offer this service at an hourly rate.
You can call
Standard Support - For occasional telephone and e-mail support:
- Rate: $120 (+GST) per hour, OR $1200 (+GST) for 12 hours paid in advance (i.e. 2 hours free)
- Turnaround: For most issues, we will respond within two working days and do the work within five working days.
Express Support - For a faster turnaround on telephone and e-mail support:
- Rate: $240 (+GST) per hour
- Turnaround: We respond to requests within one working day and do the work within two working days, wherever possible.
Support Contract:
If you require regular support of this kind, or would prefer us to manage your entire Web site, please contact us.
Design and Enhancements:
Please contact us to discuss substantial changes or enhancements to your site (including graphic design changes).
Training
We generally include some telephone training sessions when we first build your Web site. If you would like additional sessions, you can arrange them with Eva at our Help Desk.
Ask Other Clients
Finally, if you'd like advice from your peers,
tap into the expertise of the
First Step Member Community
to ask other clients for their ideas, suggestions, hints and tips for making the most of your Web site.
