Technical Support & Tuition

Rate: $110 p/h
(15min Minimum)

HOW PRICING WORKS: All technical support is usually taken from pre-purchased support packages. If you're not using a support package charging is done hourly based on the length of the call or time of service (in % to the hour) divided or multiplied by the hourly rate. (e.g. 15 min call = 25% of 1 hour, 25% percent of current rate = $27.50)

Phone Help

What defines a charged help call?

When a help call is a call placed to D.P. Web Design for

Technical help with software or PC functions that don’t relate directly to the client’s current active project or web development.
Support on completed website functionality (e.g. Site editing, newsletter sending & testing, image editing & gallery functions, on-site file management, etc.) that has been referenced in previously submitted tutorial documents or videos.

When is it NOT a charged help call?

When a call is placed to D.P. Web Design for

Help in relation to software or P.C. functions that assists in the maintaining or bettering of current active projects that the client has with D.P. Web Design.
Help in relation to a website or website functionality currently under construction & in development by D.P. Web Design (e.g. Site editing, newsletter sending & testing, image editing & gallery functions, on-site file management, etc.).

Technical Support & Tuition FAQ’s

What if the problem is not fixed?

We don’t claim to know everything and there may be some problems that require specialised attention. If D.P. Web Design was no help and no solution was found, then you will not be charged for the service.

If the problem was sourced, but then not fixed because of interface limitation (e.g. Phone, screen sharing, etc.) then a partial amount may be invoiced depending if the ongoing problem is fixed by D.P. Web Design or another service.

For example:

Hardware Failure: RAM, Hard Drive, Power Supplies, Motherboards & Video Cards can cause various problems with computer systems & functions if faulty.
Software Conflicts: Sometimes, but rarely some software can conflict with others and may only be solved by purchasing upgrades or updating your operating system.
Systems Restoration: In the worst case it may be more financially viable to reload the operating system.

What is the problem stems from previous work done by D.P. Web Design

Priority Support Packages

D.P. Web Design offers Priority Support Packages that ensure maintenance of your site is our priority. We have found that our clients can request on average 5 hours of site modifications, support and help calls throughout the year, and even hold off on making changes because of cost concerns. Let us make it easier and more cost-effective for you by presenting one of these support packages, as they offer a reduction in hourly rate charges.

The benefits include:

Problems solved quickly
Significant cost savings - particularly for larger websites
Minor issues are fixed quickly and easily
Minor changes made within 24 hours
Packages only charged for the actual time worked (no 15 minute minimum charge)

Every website needs maintenance from time to time to do the job as your online salesperson, so save money and keep your website up-to-date with the Priority Support Package that is best for you.

Support Packages

Entry Support

(3 hours)

$297

Best for Micro Business
Saving of $33
3 hours
Term: 5 Years

Order Package

Base Support

(5 hours)

$480

Best for Micro to Small Businesses
Saving of $70
5 hours
Term: 5 Years

Order Package

Regular Support

(10 hours)

$920

Best for Small Businessess
Saving of $180
10 hours
Term: 5 Years

Order Package

Premium Support

(20 hours)

$1,720

Best for Online Businesses
Saving of $480
20 hours
Term: 5 Years
Includes Template &
Joomla Version Upgrades

Order Package

Super Support

(40 hours)

$3,300

Best for Site Upgrades
Saving of $1,100
40 hours
Term: 5 Years
Includes Template &
Joomla Version Upgrades

Order Package

Are you looking to UPGRADE an existing package

Plus Packages

These are new packages that fill the gap.

Regular Support Plus

(15 hours)

$1,320

Saving of $330
15 hours (no rollover)
Term: 5 Years

Order Package

Premium Support Plus

(30 hours)

$2,520

Saving of $780
30 hours
Term: 5 Years

Order Package

All packages provide support and maintenance for any of the following items, depending on time available:

Maintenance of existing website components, modules & plug-ins
Menu, image, page & content information updating, creation or insertion
Liaisons, support & help via phone, email, screen sharing on existing website components, modules & plug-ins
Newsletter creation & sending
Calendar & event maintaining
Shopping cart item maintenance, addition & editing
Slideshow banners & image galleries upkeep
Graphic artwork & image manipulation relating to your website
Help calls & screen sharing concerning email configuration, signatures & setup

Premium & Super package also include:
(if software is purchased it will be deducted from the time value)

Install, setup, styling & configuration of new components, plugins & modules
Site template upgrades
Joomla version upgrades (1.5 or 2.5 to latest)

The key benefits to undertaking an upgrade for your Joomla 1.5 or 2.5 sites are:

A significantly improved responsive layout across all devices (mobiles, tablets & PC’s) and platforms
Increased security features – this is more important than it appears on the surface, and is one of the main drivers behind any upgrade
The existing Joomla version 1.5 is now discontinued so future updates or enhancements will require specialised programming, therefore costing more $$$ to update content
New visual template – your website will get a refreshed look to keep up with the trends of website development

The time frame of the support package is for one (1) year from purchase date or until the allotted hours run out. Packages do NOT automatically renew yearly.