Once you’re on a Care Plan you can send us requests through your dedicated Slack communication channel. This is the best place for our support. We we can track all the changes and generally reply within 24-48 hours.

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 and the best plan to place you in. This may be a care plan, but if we know your website could be greatly improved to help your business (think SEO opportunities, performance and lead generation), we’ll likely suggest a rebuild.

Our most common requests include small design changes, text changes and content & image updates like adding new team members or locations.

In terms of new features and pages, these may come at an extra cost depending on the time spent to build. For these, you can purchase extra building blocks to get what you need done.

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.

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

For websites that require ongoing higher maintenance levels or a more hands-on approach, we may reassess your level of care plan after the first 12 months.

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.

Yes absolutely! We only want you to stick with the plan if you’re benefiting from the service. 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.

Once you’re on a Care Plan, you’ll have a dedicated Slack channel to communicate with our whole team. We’ll generally have an answer for you within 24-48 hours.

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 organise a Zoom call with our clients.

While you will definitely have access to your own website where you can do things like adding blog posts, in most cases we restrict it from being full admin access. This is so that you don’t need to worry about updating the more technical elements of your site (your care plan covers that!)

In most cases where we give full admin access, fixing any mistakes or breakages just chew up your support time and will be charged separately to your care plan.