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 | FREE | Paid |
| Email Support | ||
| Create new accounts |  | |
| Reset passwords/look up forgotten passwords | | |
| Delete old accounts | | |
| Forwarding accounts to other users | | |
| Creating email aliases | | |
| Email account set up on computers (Outlook, Thunderbird, Mac Mail) | | |
| Email account set up on mobile devices (iPhone, iPad, Andriod) | | |
| Website Support | ||
| Website training | | |
| Help using our e107 content management system: | | |
| Adding new pages | | |
| Adding images | | |
| Adding video | | |
| Contact Us module | | |
| Meta tags | | |
| SEO/FURL module | | |
| Trouble logging in | | |
| Banned/Blocked user | | |
| Website not working correctly | | |
| Alterations not relating to the system working correctly | | |
| Adding content after the website has been completed | | |
| Module Support | ||
| Module training | | |
| Help using the module | | |
| Module not working correctly | | |
| Adding content after the website/module has been completed | | |
| Custom Development Support | ||
| Training | | |
| Questions on functionality | | |
| Resolving system glitches | | |
| Looking into unforseen issues | | |
| Functions are not working correctly | | |
| Questions around adding functionality | | |
| Fixing issues outside the scope of the project (eg. changes to browsers, changes to third party applications) | | |
| Modifying functionality (that does not relate to system failure) | | |
| Adding additonal functions | | |
| Other Support | ||
| Google AdWords (outside of our Google AdWords Management) | | |
| Google Analytics (outside of the 3 monthly meetings) | | |
| Additional Consultation | |