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Support Services Terms and Conditions

Thank you for choosing us for your website support needs. To ensure clarity and mutual understanding, we outline below the services included within the scope of our standard support, along with services that are considered out of scope and may incur additional charges.

In Scope Support Works:

Our standard support covers all server-related issues at no additional cost. This includes, but is not limited to:

  • Server downtime
  • Server configuration issues
  • Email service problems on the server

Out of Scope Support Works (Additional Charges Apply):

For services not included in our standard support package, the following rates will apply:

  • $150 + GST per hour during normal business hours (8 AM to 5 PM, Monday to Friday)
  • $200 + GST per hour outside of normal business hours

These rates apply to the following out-of-scope services:

  • Website updates and modifications
  • Addressing website security breaches
  • Updating WordPress core and plugins
  • Resolving critical website errors

Billing and Payment Terms:

For any out-of-scope support works, we will provide an estimate of the hours required and seek your approval before commencing work. Invoices for additional support services will be issued upon completion of the work and are payable on receipt. By submitting a support ticket, you acknowledge and agree to the terms outlined above. We are committed to providing you with exceptional service and support. If you have any questions about these terms or need further clarification, please do not hesitate to contact us.