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Service Policy

Tectalic clients have access to monthly subscriptions called:

Business Hosting Plus Auto Updates. For smaller businesses with features including:

  • Business grade website hosting
  • Core WordPress updates
  • Automated plugin and theme updates
  • SSL Certificate
  • Tectalic’s licencing for the premium plugins and themes used in website development
  • Tasks, training and troubleshooting completed at the billable at $210 (ex GST) per hour, or part thereof

Premium Website Licences. For larger businesses, businesses with a WooCommerce store and businesses with independent hosting. Features include:

  • SSL Certificate
  • Tectalic’s licencing for the premium plugins and themes used in website development
  • Tasks, training and troubleshooting completed at the billable at $210 (ex GST) per hour, or part thereof

Troubleshooting applies to software (including WordPress) or services (3rd party) that are not working as expected.

Contacting Tectalic for Assistance using our Service Desk

We charge our hourly rate, with a minimum charge of 15 minutes. We provide Service desk access via email, web and telephone:

  • Via links from your WordPress dashboard, or
  • Via email service@tectalic.com, or
  • Raising a ticket via https://my.tectalic.com
  • Telephone or personally addressed email

Hours: Tectalic operates from 9am to 5pm (GMT+8) on business days (Western Australian calendar, excludes public holidays and Christmas closedown period). We try to respond to service requests efficiently, but do not guarantee a specific response time.

Services Offered

We provide troubleshooting, training and tasks for WordPress websites or Campaign Monitor accounts we have built for you. If you ask questions about Internet/online services, computers in general or websites not developed by Tectalic, we will assist where we are able. That assistance may include direction to self-service mechanisms (such as password resets). Where we are able to offer assistance, service fees will apply.

Examples of such service (billable with a minimum charge of 15 minutes):

  • Passwords: Password access or password resets. Password management is covered during Website Familiarisation training and self-service password reset options are available. Charged at Standard Rate.
  • Domains: Domain expires/renewals not managed by Tectalic. Charged at Standard Rate.
  • Email DNS: DNS edits and updating Zone records. Charged at Standard Rate.
  • CSS / jQuery: Custom effects using CSS or jQuery. Charged at Standard Rate.
  • Website Hosting:Ongoing management of your website hosting account.Charged at Standard Rate.
  • Strategy and Planning: Strategy or planning related questions. Charged at Consulting rate.

Email

  • Email: Mail services such as Office 365, Google Workspace, Rackspace or Zoho email, or email readers such as Microsoft Outlook or Apple Mail are independent of your website, in hosting and operation. Tectalic does not offer assistance with day to day management or operation of email services or email clients. Where possible we will refer you to services that may be able to assist you with email.

Tectalic Service Rates

  • Ongoing monthly bundles of prepaid hours, at an hourly rate of $169 (ex GST)
  • Ad hoc Tasks, Training & Troubleshooting: $210 per hour (ex. GST)
  • Standard Service Rate: $210 per hour (ex. GST)
  • Consulting Service Rate: $249 per hour (ex. GST)
  • Software Consulting and Custom Software Development Rate: $274 per hour (ex. GST).

Rates are in AUD and exclude 10% GST that applies to Australian customers. Rates are current as of 1 Apr 2023.
Contact us on 08 9382 8651 or email service@tectalic.com for details.