Help Desk – Support Fees
UpTime is known for its excellent support and reliable service. It’s why we’re one of Australia’s most popular and highly rated hosting companies.
As part of our service, we provide you with total access to self-configure and manage your hosting and domains.
In most cases, we provide step-by-step instructions via our Knowledgebase, and we’ll make sure to direct you to the most relevant article if you need it.
We understand that hosting can get quite technical, and sometimes, you may need additional help. This extra help will incur a support fee if you require our support team to take action for you.
Our standard support service covers all technical issues outside your control. There is no fee for our standard support.
We will let you know if there is to be a fee for additional support. A breakdown of our support fees is listed below. Support is billed based on the time taken to complete the request. If required we can provide a quote before commencement.
Our helpdesk ticket system provides all support. Tickets can be created as low or medium priority. Tickets can be upgraded to high priority and placed at the top of the queue for a service of $7.95.
Standard Support
Minimum Cost:
$0
Additional time:
$0
Standard support covers all technical issues outside your control on our network. There is no fee for standard support.
Examples of Standard Support include:
- Billing enquiries and invoicing.
- Connectivity issues such as your website or webmail are not working
- Account access issues when you cannot log in to your control panel
- Server or network faults
Hosting Support
Minimum Cost (includes 10 minutes):
$32
Additional time (billed per 10 minutes):
$22
Hosting support is where you would like us to configure or modify your account for you.
Examples of Hosting Support include:
- Email tasks including creating new email addresses, setting up your mail client, and configuring spam settings
- Domain and DNS configuration or updates
- PHP configuration or adjustments
- Assistance with installing and renewing SSL certificates
- Database administration
- Storage clean up and space recovery
Developer Support
Minimum Cost (includes 10 minutes):
$48
Additional time (billed per 10 minutes):
$33
You can use developer support to help with your website when your web developer is not available.
Examples of Website Support include:
- Manually installing websites such as WordPress, Drupal or Joomla
- Fixing hacked or defaced sites
- Restoring websites from a backup
- Modifications to your website
- Assistance with cache configuration and optimisation
- Website migrations (additional sites to initial migration)