Frequently asked questions
Straight answers, before you commit.
These are the questions we get asked on real calls, answered the way we'd answer them across a table. If yours isn't here, ask us directly.
Care Plans
Hosting, maintenance and support, and what each plan covers.
What's actually included in a Care Plan?
Three things: hosting, maintenance and support.
Hosting keeps your site fast and online. Maintenance is our team going in every month to run core, theme and plugin updates, page speed tests and security checks. Support is your direct line to us when you need something changed, fixed or built.
We do all three for over 500 Australian businesses.
What's the difference between the plans?
Every Care Plan includes the same fast Australian hosting. The difference is in the level of maintenance and support your site needs.
A simple brochure site needs far less attention than a busy site with bookings, integrations and regular content changes. The plans scale with that.
You can see what each plan covers on our Care Plan pricing page.
What happens if I need more support in a month than my plan covers?
You tell us what you need and we do it. Anything beyond your plan is billed at $147 per hour.
We'll let you know before the meter starts, so there are no surprise invoices.
Do unused support hours roll over?
No, support time resets each calendar month.
We keep a team of WordPress and Wix specialists on staff so that when you need something turned around quickly, the capacity is already there. If you've been quiet for a few months and a bigger job comes up, talk to us and we'll work it out.
Support and response times
How to reach us, how fast we move, and what happens out of hours.
How fast do you respond?
You'll get an acknowledgement straight away and our team picks it up from there.
Most requests are resolved within a few hours. Our standard is 24 hours and the vast majority of tickets land inside it. If something is taking days, we want to hear about it.
What happens if my site goes down?
Uptime monitoring runs around the clock, so in most cases we're alerted before you notice.
Site-down issues are handled immediately, including outside business hours. Standard support requests are picked up during Australian business hours.
How do I request something?
Email [email protected].
It lands straight in our support system, gets triaged and assigned, and you'll hear back from someone on our team. You also get a monthly report covering the hosting, maintenance and updates we've done, plus a portal where you can see your remaining support time.
Hosting and security
Where your site lives, how updates are tested, and what you're paying for.
Where is my website hosted?
On Google Cloud, in Australia.
The servers sit in an Equinix data centre in Mascot, NSW. That means fast load times for Australian visitors and your data stays onshore.
What if a plugin update breaks my site?
We test updates before they go live.
Every update runs on a staging copy of your site first. We update, check it, then push it across. If custom code isn't compatible with a new version, we'll usually hold that plugin back rather than risk the site.
Security patches are the exception. Those go out within 24 hours.
If an update we've applied causes a problem, fixing it is on us.
I'm already paying $20 a month for hosting. Why is this more?
Because $20 a month covers the server and nothing else.
Nobody is updating your plugins, testing them before they go live, monitoring uptime, patching vulnerabilities or answering your email when a page stops working. That's the difference between hosting and a Care Plan.
Getting started
Moving across to us, and what happens if your site needs work first.
Do you charge to migrate my site across?
No. Migration is free when you join on a 12-month Care Plan.
We take a copy of your site, put it on our servers, test that it's working properly, get your sign-off, then switch the DNS across.
My site is old and a bit messy. Will you still take it on?
Usually, yes, and we'll tell you where it stands before you commit.
We run a free audit first so we both know what we're working with. If something needs tidying up before we take over support, we'll say so up front. Ten years and hundreds of Australian sites means not much surprises us.
Control and ownership
Who holds the keys to your website and your marketing accounts.
Can my team still edit the site ourselves?
Yes. You keep full WordPress admin access.
Publish content, update pages, add plugins, run your own updates if you'd rather. We handle it in the background so you don't have to, not so you can't.
Do I own my Google Analytics, Google Ads and domain accounts?
Always. We set everything up in your name and add ourselves as admins.
No vendor lock-in and no accounts you can't get into.
Beyond the website
Growth services, and talking to the people we already work with.
Do you do SEO and Google Ads as well?
Yes. Our Growth Plans cover SEO, Google Ads, content and reporting.
A great website is the asset. A Growth Plan is what sends people to it. Plenty of customers start with a build, then add a Growth Plan once the foundations are solid.
Can I speak to some of your customers?
Of course. Tell us your industry and platform and we'll connect you with customers running something similar.
You can also read what people say on our reviews page, or browse our case studies.
Still have a question?
Ask us directly. You'll speak to someone who works on the sites, not a call centre.
Schedule a Call
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