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Support packages

What kinds of support we offer

Acorn offers free support for one month after your website is launched, to help you get used to making the site work for your business. After the first month, we can support you with all aspects of maintaining and improving your website, including:

  • advice on strategy, content, blogging, social media, search engine optimisation, and everything else you need to grow your business through the web
  • updating or adding content
  • making changes to the design or images
  • editing and uploading video
  • adding features and functionality to your site
  • training new staff in using the CMS
  • liaising with third-party providers
  • upgrading your CMS to the latest version
  • fixing website issues

Please note that if there's an issue with your website that's clearly the result of something we've done, you won't be charged for the time we take to fix the issue. You'll be informed upfront about whether or not a support request is chargeable.

What we don't support

We don't offer support with email account setup or general IT issues. If you need support with something IT-related other than your website, we can refer you to a reliable IT support consultant.

Our support packages

Prepaid support

Buying a prepaid support package means you can always get support when you need it, and you never pay for support you don't use:

  • Pay in advance, top up any time
  • Time is used in one minute increments - a 3 minute support call only reduces your balance by 3 minutes
  • Time balance never expires

3 hours for $336 +. GST ($112 ph - save 10% off our regular rates)

6 hours for $636 + GST ($106 ph - save 15%)

12 hours for $1,200 + GST ($100 ph - save 20%)

Ad hoc support

Ad hoc support is charged at $60 per 30 minutes or part thereof.

How to get support

1. Log in to your account

and click the "Support" tab. (If you don't have your login details, please call us on 1300 883 248.

OR

2. Call 1300 883 248

and give us the details over the phone. We'll give you a ticket number so you can track the progress of your request online.