Support FAQ's

What's included in your free support?

The "free support" that comes with your hosting includes email support (setting up email accounts, helping set up emails on your computer, making sure your emails work), and normal website support (making sure the website is working correctly, helping you with any queries regarding updating content).

What support is there for custom projects/modules?

Custom projects are developed specifically for a client and therefore require additional support. This will be outlined in the Terms of Reference for the specific project. Depending on the size and complexity of the project we would generally recommend additional monthly support for the first 6-12 months to help with any training or unforseen glitches in the project. After this time the custom project will incur regular ongoing monthly costs similar to other modules to make sure the system continues to work as it was designed, and to help with any questions or training you may require.

What are the free 3 monthly website review meetings for?

Our free 3 monthly website review meetings are for you to meet with us and discuss how your website is performing. We can analyze your website statistics and show you the areas that are performing well and which areas need improvement. This is also an opportunity for you to discuss any questions you may have, or seek additional training for the website. The aim is to make sure your website to be performing at its best as an online marketing tool.

Meetings are for:

  • Analysis of website statistics
  • Discussion of any issues/queries/improvements that could be made
  • Further website training
  • Further module training

Meetings do not include:

  • Changes/alterations to website/module design
  • Changes/alterations to website/module code

Do you support other content management systems?

Spining Planet only support the e107 content management system for clients that are hosted with us.

When will I be charged for support?

Charged support is for support that is beyond regular support that is offered as part of our website packages and modules. For support outside of the initial project scope see our support below:

Spinning Planet Support



Email Support
Create new accountsTick
Reset passwords/look up forgotten passwordsTick
Delete old accountsTick
Forwarding accounts to other usersTick
Creating email aliasesTick
Email account set up on computers (Outlook, Thunderbird, Mac Mail)Tick
Email account set up on mobile devices (iPhone, iPad, Andriod)Tick
Website Support
Website trainingTick
Help using our e107 content management system:Tick
Adding new pagesTick
Adding imagesTick
Adding videoTick
Contact Us moduleTick
Meta tagsTick
SEO/FURL moduleTick
Trouble logging inTick
Banned/Blocked userTick
Website not working correctlyTick
Alterations not relating to the system working correctlyTick
Adding content after the website has been completedTick
Module Support
Module trainingTick
Help using the moduleTick
Module not working correctlyTick
Adding content after the website/module has been completedTick
Custom Development Support
Questions on functionalityTick
Resolving system glitchesTick
Looking into unforseen issuesTick
Functions are not working correctlyTick
Questions around adding functionalityTick
Fixing issues outside the scope of the project (eg. changes to browsers, changes to third party applications)Tick
Modifying functionality (that does not relate to system failure)Tick
Adding additonal functionsTick
Other Support
Google AdWords (outside of our Google AdWords Management)Tick
Google Analytics (outside of the 3 monthly meetings)Tick
Additional ConsultationTick