No, our website maintenance packages don’t’ include email & web hosting, however, you can add this as an additional service.

See our Web Hosting & Domain Registration packages here.

We aim to offer a response and resolution time depending on the priority weighting our team assigns to your ticket when it’s first received. Our team will communicate regularly including timeframes and progress in resolution. 99% of all tickets and support requests are responded to and resolved within the following defined timeframes:

We will provide updates on High priority tickets at least once an hour. All other updates will be provided in a timely manner.

Examples of priorities:

• Low: Text/ Imagery misalignment.
• Medium: New blog post.
• High: Contact form not working or Website not loading.

Please note: Resolution times will only be met if the fix is possible within the time window and we will keep you informed throughout the process.

We offer guaranteed response times during business hours:
9am – 5.30pm, Mon-Fri excluding Public Holidays and Weaverbird’s Christmas break.

During weekends, public holidays and Christmas break, we will still be available for emergency support.

A “Change Request” is any request for work outside the scope of the Statement of Work.

If such a request is made, Daniel Skaftouros PTY LTD T/A Weaverbird Web will notify the Client that it is an “out-of-scope” Change Request. If the Client still wants to proceed with the Change Request, Daniel Skaftouros PTY LTD T/A Weaverbird Web will bill the work on a time and materials basis, at Daniel Skaftouros PTY LTD T/A Weaverbird Web’s standard hourly rate.

Certain services, such as redesign / redevelopment services, post-launch domain or DNS issues, custom or third-party integrations, and new feature development might not be included in our monthly web maintenance package if the projected amount of time falls outside of the maintenance hours stated in this agreement, or if the technical abilities required to deliver the request fall outside of the normal scope of website maintenance functions. A quote to deliver the request will be drafted and submitted to you in such cases.

We guarantee our dedicated commitment to ensure maximum website uptime. Any website downtime will be remedied with urgent action to resolve as soon as possible, 24/7, 365 days a year.

We commit to informing our clients of any unexpected, and expected website downtime, including reasons for such.

Search Engine Optimisation is not included in our website maintenance plans.

However, any edits we do make will be made with best SEO practices.

For example, all metadata for social sharing is included where available; and, 301 redirects from any previously existing website pages are created to point to the new relevant web pages. The content will be inserted into the website using standard H1 to H6 tags, and images uploaded will have appropriate meta tags added, where relevant.

We do offer SEO services, you can see our SEO plans here.

Yes, absolutely, however, a collaborative approach and good communication is required to ensure no  unexpected issues.

Yes, we can train you or your colleague to do the website maintenance yourself, or alternatively, we can provide video training tutorials on how to add or edit content, pages, blog posts and more.

If you have time and capacity to learn, we also have this free Quick Guide to Safely Updating Your WordPress Website (step-by-step + Video).