Website Support & Maintenance

Your website may already be attractive, engaging and optimised for search engines, but it is essential to ensure your website is maintained to protect it's security and integrity.

  • A well-maintained website attracts new customers and maintains interest levels of existing customers, making your website the most beneficial for all users.
  • Google loves "fresh" content (content that is well maintained), and frequent updates can add credibility to your website.
  • If you never update your content, or add any new elements to your pages, customers could easily deem your content invalid.
  • Your website is your digital storefront, and for many customers, it's the first interaction with your business. In order to impress your customers and encourage them to take a desired action, your site requires regular upkeep.

Regardless of your industry or the size of your company, a website maintenance plan is key to the ongoing success of your website. In order to attract and retain customers, maintain search engine rankings, and provide information about your products and services to the public, your company needs website maintenance.

Because we believe in transparency, we've listed out our website maintenance rates below. Below, you can find all of our website maintenance services, web maintenance rates, and explanations so you can know exactly what you're getting when you partner with us.

Monthly Website Maintenance Packages

Features Business SME Enterprise
Support Ticketing
When you email your website update to our online customer support system, your website updates are automatically posted to the to-do list of one of our dedicated website designers.
One (Up to 1 hour of related support time is included. New development scripting is not included) Two (Up to 2 hours of related support time is included. New development scripting is not included) Five (Up to 4 hours of related support time is included. New development scripting is not included)
Updates made during normal business hours (After hours, weekends & holidays aren't covered) Included Included Included
CMS Support Included Included Included
Email/Webmail/Mobile Support Included Included Included
Turnaround Time
* Essential business critical support requests will be handled first
Four Business Days Max (Clients on support plans, receive priority issue ticketing) Three Business Days Max (Clients on support plans, receive priority issue ticketing) Two Business Days Max (Clients on support plans, receive priority issue ticketing)
WordPress CMS monthly upgrades/security patches

Security is of the utmost importance in these times. If your site has a shopping cart, content management system, or other software package installed, it needs to be upgraded frequently to protect you against site vulnerabilities.

What is a security patch?

A security patch is a piece of software designed to fix problems or update a website. This includes fixing security vulnerabilities and ensuring code and plugin quality.

Why security patches are so important:

Patches prevent malware infections including: backdoors, drive-by downloads, pharma hacks, and malicious redirects WordPress popularity. If a hacker can find a way into one WordPress website, they can potentially access millions of other websites as well.

Included Included Included
Monthly Investment $110 $220 $440

Need more information? Call Us: 02 9699 8800

Hourly Website Maintenance Rates

(Receives lower support ticket priority than the monthly maintenance packages)

For customers who don't need the routine maintenance of a monthly package, we also offer web maintenance on an hourly basis. These web maintenance services include the same as our monthly plans, but they're divided up hour-by-hour. If you don't want the commitment of a month-long plan, an hourly website maintenance plan could be the best solution for you.
Features Design & Support Development
Rates $110 $132
Billing Billed in 30-min. increments Billed in 30-min. increments


CMS Security Plans

We know that a lot of businesses use a content management system behind the scenes of their websites. That's why we also offer a website maintenance service based around your CMS. Starting website maintenance for your CMS ensures your business can add, update, and remove pages easily — not to mention keep up with changing trends online.
Features WordPress
Rates $990 / year
CMS version upgrades 1 year
Security patches Applied Monthly
Security scan Daily
Support Urgent support/restore if website is hacked
Backup Weekly full-site backup and storage


After Hours Support Plans

Looking for support out of normal business hours? We also offer after hours support plans that can work for your needs.
Features HTML & Basic CMS Sites CMS Driven Sites w/ Some Customization Ecommerce & Custom Development Sites
Criteria HTML or CMS sites with under 25 hours of development customisation CMS sites with between 25 hours and 150 hours of development customisation HTML or CMS sites with over 150 hours of development customization
Typically issue resolution time 2 to 3 hours 4 to 6 hours 6 to 16 hours (depending on the complexity of the issue)
Special after hours, weekend & holiday toll-free support line and ticketing system (24/7/365 availability) Included Included Included
Monthly after hours, weekend and holiday support cost: (Up to 20 hours of developer time are included in each plan a month, hours beyond the included 20 hours are billed at $99 an hour) $1,250 a month $1,750 a month $2,000 a month

What are Some Typical Website Updates?

As your business grows, our website maintenance service ensures your site continues to meet your company’s needs. Examples of typical website updates include the following:

Overall Site Improvements

Your website's most reliable performance appraisal is the one you receive from customers visiting your site. Questions, comments, complaints, and suggestions generated from site visitors provide indispensable feedback to improve your site. With website maintenance, you can use these suggestions to enhance your site and your online performance.

Product/Service Updates

It is inevitable that your company will provide new services and products for your customers, which you will need to add to your site, prices will change and need updates and old products and services will need to be removed. With website maintenance, you'll get the most from your online business--simply because it's updated and current.

Customers trust the Internet, and they also trust your website to provide information they need before contacting you or coming to your storefront. It is crucial that the information on your website is up to date, for this reason, and many more.

Interactivity maintenance

With ever-evolving technologies, a website begins to appear aged if the interactive components are not consistently updated. If your site’s development pieces are not working at top levels on all browsers, you’ll lose customers and weaken your online reputation.

Issues with your website's interactivity can also increase your bounce rate, meaning that it will take a shorter time for customers to leave your site and they will do so in less time.

Website maintenance fine tunes your site to ensure your website interactivity is working properly. The successful interactivity of your website will help to market your products and services while capturing new clients.

What’s Included in a Website Maintenance Plan?

Our packages include all the standard updates necessary to maintain a website. Examples of services included in our plans include*:

  • Text: Additions or deletions
  • Photos: Additions, deletions and basic retouching
  • Web pages: Additions or deletions using existing webpage design
  • Navigation: Basic navigational changes (add, move or delete an item in the navigation)
  • File Downloads: Additions or deletions of PDFs and other documents
  • Videos: Insertion or deletion of pre-edited video
  • Links: Additions or deletions
  • Colour and Background Images: Changes/replacements
  • Forms: Dynamic form layout and integration (limited to forms not requiring database integration, such as a Contact Us form)
  • All Standard Support: Help with e-mail set-up, etc.

*Please note: this list is an example of the services included in the website maintenance plans. This is not a complete list.

Billable Design

Website changes that require more extensive design work are not covered under website maintenance plans. We’ll provide a quote for these changes when needed.

Examples of website changes that are billable and not covered under the website maintenance plans include*:

  • New Web page Designs: Creation of web pages not based on the existing web page design of the site
  • Navigation restructuring or redesign: Extensive changes to the site’s navigation
  • Extensive/complex photo re-touching or manipulation

*Please note: this list is an example of the services not included in the website maintenance plans. This is not a complete list.

New Projects

Should your website update include a new component to your site, will contact you to discuss.

Examples of new projects that are not covered under the website maintenance plans include*:

  • New site functionality: Shopping carts, admin functions, etc.
  • Site redesigns: More than 50% of site requested to be reworked or changed
  • Interactive or animated features: Virtual tours, etc.
  • Search Engine Optimisation and PPC
  • Corporate Identity and logo creation or revisions
  • New content writing
  • Print or other marketing materials

*Please note: this list is an example of new projects, which are not included in the website maintenance plans. This is not a complete list.