Depending on how many other projects we have on the go and how much is involved in your Start Up project, we generally allow 2-3 weeks for the Basic Package and up to 8-12 weeks for the eCommerce package.

Under the ‘My Account’ tab at the top right of our site (or in the main menu on mobile) you will find both our ‘Submit a ticket’ & ‘My Tickets’ pages. Once you’re on a Care Plan you can send us requests through here. This is the best place for our support and where we can track all the changes.

That’s ok, we will take a quick look at your site to assess what we are working with and then we can advise the best way forward. Not all websites are created equal, and we certainly want to make sure that it is as good as the rest of your new branding.

Our most common requests include small design changes, text changes and content & image updates. In terms of new features and pages, these may come at an extra costs depending in the time spent to build.

You may not see it, but we are actively running your website behind the scenes. So like a tank of gas, it does need topping up. The plans do not roll over, but know that we are just a quick email away from a tune up or tweak. We also know that like a car it needs some extra TLC at varying times of the year and we take this into consideration.

While every project will be assessed differently, if your requirements are well outside the scope of your plan, we will then submit a quote to you for the projected work to be carried out. Once we have agreed on the quote then we will get to work adding and updating the site for you.

While this is highly unlikely, it can happen. But don’t worry, we’ve got it! That’s the whole purpose of your Care Plan. While we cannot 100% guarantee your website will not be hacked or broken into, we can promise to sort things out before it affects your business, including restoration of your site thanks to our regular back-ups.

To cover our time and costs involved in getting everything done, the first 12 months are a locked in contract. After this period is over then yes you may cancel your account. If you want to cancel your plan please email hello@newcastlecreativeco.com.au and we will make a stop to your plan for your requested date. And if you need us again in the future don’t hesitate to sign-up again.

If you’re wanting support and you have a Website Care Plan, simply Submitting a Ticket here is generally our fastest way of communication and it’s also the easiest to keep track of changes and update.

If you’re wanting to chat face to face or perhaps have a brainstorm session about an upgrade or updating your site, then we are more than happy to meet in person or Skype with our clients.