Support & Maintenance
Ongoing support without the frustration of ticket systems or offshore call centers. When you need help, you reach me directly. I respond quickly, solve problems efficiently, and keep your website running smoothly.
Empowering You to Manage Your Own Website
Small businesses need to keep costs down. That's why I provide comprehensive training and full access to your hosting environment, empowering you to handle day-to-day content updates yourself.
You get:
- Full cPanel access to manage your hosting
- Complete Joomla backend access
- Thorough training at handover
- Additional training sessions on request
- Documentation and guidance when you need it
This keeps your ongoing costs minimal while giving you control over your website.
What's Included with Your Hosting
Server Updates & Upgrades
All server-level updates, security patches, and infrastructure upgrades are included at no additional cost. Your hosting environment stays current and secure.
Security Monitoring
Continuous monitoring for security threats, malware scanning, and firewall management. Proactive protection included with every hosting plan.
Backups & Restoration
Automated backups of your complete website. If you accidentally break something, I can restore from backup quickly.
Performance Optimization
Server-level performance tuning to keep your site loading fast. Caching configuration, resource allocation, and optimization included.
Direct Technical Support
When you have hosting or technical issues, you reach me directly. No ticket systems, no call centers, no waiting for callbacks from people who don't know your site.
Training & Guidance
Comprehensive training at handover plus ongoing guidance when you need it. I'll teach you how to manage your content confidently.
Response Times
Within 2 hours during business hours. I monitor server health continuously and address critical outages immediately.
Same business day response. Broken features, security concerns, or time-sensitive issues get priority attention.
Within 24 to 48 hours. General questions, guidance requests, and non-urgent updates handled promptly.
Joomla Software & Component Updates
Joomla core updates and extension updates require testing and sometimes troubleshooting to ensure compatibility. These updates are billed separately based on actual time required.
Why Separate Billing?
Every website is different. Some updates take 15 minutes, others require an hour of testing and troubleshooting if there are compatibility issues. Rather than building these costs into your monthly hosting fee (which penalizes simple sites), I bill only for the actual time spent.
You benefit from:
- Pay only for what you actually need
- No inflated monthly retainers
- Transparent pricing based on real work
- Highly efficient work (I don't drag tasks out)
Work is billed in small increments based on actual time spent. I work efficiently and keep costs minimal.
What You Can Manage Yourself
With the training I provide and full backend access, you can handle:
- Adding and editing page content
- Creating new articles and pages
- Uploading and managing images
- Updating contact information
- Managing menu items
- Basic formatting and layout
- Viewing and downloading backups
- Managing email accounts (cPanel)
This keeps your costs down for routine updates while still giving you access to professional help when you need it.
How to Reach Me
Phone
Call me directly during business hours. For urgent issues, I'm typically available same-day.
Email me anytime. I respond within 24-48 hours for standard requests, faster for urgent issues.
Contact Form
Submit requests through the website contact form. I'll respond promptly with next steps.
What's Not Included
To keep costs transparent, the following are quoted and billed separately:
- Major redesigns: Significant visual or structural changes to your website
- New feature development: Adding functionality that wasn't part of the original build
- Third-party service issues: Problems with external services (payment gateways, email providers, etc.)
- Domain/DNS changes: If your domain is managed by another provider
- Content creation: Writing new content, professional photography, graphic design
For these services, I'll provide a clear quote before starting any work. No surprises, no hidden fees.
Business Hours
Monday to Friday: 7:30 AM to 8:00 PM AEST
Saturday & Sunday: Limited availability for existing clients
Emergency support available for hosting clients experiencing critical issues outside business hours.
Need Support or Have Questions?
Whether you need help with an update, have questions about managing your site, or want to discuss ongoing maintenance, I'm here to help.