Website Support
- Turnaround times begin once a clear brief and all assets/content are provided and is subject to change depending on availablity of our team and current queue of scheduled work.
- Requests needing clarification or additional information may extend timelines.
- Urgent requests outside standard turnaround may incur additional fees, read our terms of service for more information.
- Contacting support: Email admin@makeweb.com.au, complete our online support form or call our support voicemail on 02 4311 7130.
Critical Outage / Website Down
Estimated Turnaround Time:
- Response within 1 hour during business hours from admin
- Resolution target: Same day (up to 4 hours) depending on complexity
Critical Outage / Website Down Definition:
Issues that prevent users from accessing the website, break core functionality, or pose a security risk.
Examples include:
- Website downtime / server errors
- Broken checkout or payment systems
- Security vulnerabilities or hacked content
- Critical form or login failures
Process:
- Immediate notification via phone/email.
- Prioritization over all other requests.
- Quick fix or temporary workaround applied.
- Full resolution and post-incident report delivered.
Minor & Moderate Updates
Estimated Turnaround Time:
- Minor updates: 1–3 business days
- Moderate updates: 5 – 10 business days
- Subject to change depending on scope and communication.
Minor and moderate update definition:
Routine website changes that don’t block users or affect core functionality.
Examples:
- Content updates (text, images, banners)
- Minor design tweaks or layout adjustments
- Updating plugins or minor CMS configurations
- Adding or removing non-critical pages
Process:
- Request submitted through designated support channel.
- Task reviewed and scheduled according to queue.
- Update implemented, tested, and confirmed.
- Client notified with completion summary.
Major Updates / Development
Estimated Turnaround Time:
- Planning & scope: 1–2 weeks
- Development & testing: 2–6 weeks (depending on complexity)
- Deployment & post-launch QA: 1 week
Major update / development project definition:
Significant work affecting functionality, structure, or user experience. Examples:
New feature development (e-commerce functionality, membership portals)
Full redesign or layout overhaul
Complex integrations with external systems (CRM, API connections)
Large-scale performance optimization
Process:
- Initial consultation to define scope, deliverables, and timelines.
- Development schedule agreed upon with milestones.
- Work executed in staging environment for client review.
- Launch and post-launch monitoring to ensure stability.