Support requests with Define Marketing typically take up to 2 business days to be completed during non-peak times and up to 5 business days during peak times. If you submit a support request as urgent, it will be processed within a 4-hour period during daylight hours, 7 days a week. Please note that urgent requests will be billed at our standard hourly rate of $132.00, including GST.

Yes, your support request is generally covered under your care and maintenance plan, unless the request falls outside the plan inclusions or involves work types not covered by the care and maintenance plan. For detailed information on what is included in your plan, please refer to your plan documentation or contact us for further clarification.

PLEASE NOTE: We do not cover repairs to your website or marketing platform if the damage has been caused by a third party other than your good self.

Yes, we can provide support for your email services if you are an existing email client of Define Marketing for your Microsoft 365, Google Workspace, or other email systems. If your email services are not provided by Define Marketing, any support required will be billed at our standard hourly rates.

When submitting a support request, providing detailed and accurate information helps us resolve your issue more efficiently. Please include the following information in your support request:

1. Your Contact Information: Your name, email address, and phone number.
2. Account or Website Details: Any relevant account details, such as your website URL or account ID.
3. Description of the Issue: A clear and concise description of the problem you are experiencing. Include any error messages or unusual behavior.
4. Steps to Reproduce the Issue: If applicable, provide the steps you took that led to the problem so we can replicate it.
5. Screenshots or Videos: Attach any screenshots or videos that illustrate the issue. This can help us understand the problem more quickly.
6. Browser and Device Information: Mention the browser (e.g., Chrome, Firefox) and device (e.g., desktop, mobile) you were using when the issue occurred.
7. Urgency of the Request: Indicate if the request is urgent and requires immediate attention.
8. Previous Correspondence: If this issue has been discussed before, include any previous ticket numbers or correspondence related to it.

Providing this information will help us diagnose and resolve your issue promptly.

Our support hours are Monday to Friday, from 9am to 5pm. During these hours, our team is available to assist you with any issues or questions you may have.

Please note that any urgent support requests outside of these hours will be billed at our standard hourly rate, unless they are specifically covered by your service and maintenance care plan. If you have an urgent request, please ensure you indicate the urgency when submitting your support request.

If you need to escalate an urgent support request, you can do so by calling us at 07 4058 8803 during daylight hours. Alternatively, you can text 0437 633 321 with the following information:

• Your name
• Your email address
• Your best contact phone number
• A brief description of your urgent support request

Please note that we only respond to support requests during business hours or daylight hours. Urgent requests will be addressed promptly within these time frames.

For further assistance, you can also email us at clientsupport@definemarketing.au.

To check the status of your support request, you can call us at 07 4058 8803 during daylight hours. Alternatively, you can text 0437 633 321 with the following information:

• Your name
• Your email address
• Your best contact phone number
• A brief description of your support request

Please note that we only respond to support requests during business hours or daylight hours. We recommend waiting a minimum of 2 business days before following up on your support request to allow our team adequate time to address your issue.

For further assistance, you can also email us at clientsupport@definemarketing.au.

You can request support for a variety of issues related to services provided by Define Marketing, including:

• Website visual and technical issues
• Website load or optimization issues
• Website general support
• Website content updates
• Website technical updates
• Website changes
• Other website-related requests
• Email service issues
• Email support
• Email marketing support
• Social media support
• SEO support
• Other items related to services provided by Define Marketing

Please note that if your request is for a product not created or provided by Define Marketing, a standard hourly rate of $132.00 including GST will be charged.

For further assistance, please contact us at 07 4058 8803 or 0437 633 321, or email us at clientsupport@definemarketing.au.

Yes, we offer a range of maintenance and service plans to cater to most website support needs. These plans can be viewed here. To upgrade your plan, simply submit a support request or contact our team.

For further assistance, you can reach us at 07 4058 8803 or 0437 633 321, or email us at clientsupport@definemarketing.au.

Typically, most downtime lasts less than 5 minutes. If your site is down for maintenance, you should see a maintenance notice. If the site is down completely, please wait a few minutes and try again. If the website is still offline after approximately 10 minutes of waiting, please submit a support ticket.

Please note that some downtime can be caused by issues such as a failed SSL certificate, expired domain name, or internet connection failure. We recommend first checking these items before submitting a ticket.

For further assistance, you can reach us at 07 4058 8803 or 0437 633 321, or email us at clientsupport@definemarketing.au.