Software Updates

In order to ensure that your website is always up-to-date and changing with the times, for any software you have purchased from us, you will automatically get every update that goes out (except in the event of specialised product updates that may required your approval first). Our specialist software team is always finding ways to improve our current systems to ensure that we can give your business the winning online edge.

We currently have a team of two full-time programmers constantly working on improving the product for you and ensuring that you are never behind the times.

Support

In order to ensure that our customer service team is able to give you the best possible support, you are able to contact us either by phone, or through our email ticketing system, which you can find on our websites menu.

Resource Centre

You can access a password restricted area for clients only where you can view up-to-date business strategies and advice around the internet. General topics include:

• Getting traffic to your site
• Gettting prospects to perform an action on your site
• Getting clients to return

Website Hosting

Cutting-edge web services demand the very best in technical infrastructure, and that's why all our websites are hosted at a state-of-the-art data centre in Sydney. Utilising the neutral facilities of Australia's largest carrier, Global Switch, our customers are guaranteed the best environment for web hosting, security, and backup systems.

Our quality hardware and software ensures that no single point of failure can crash our system. Our websites are continuously monitored and backed by a tertiary system of stand alone servers which ensure that we have 100% control of the system at all times.

Emails
With this hosting plan, you get up to 10 email accounts which you can manage yourself within the backend of your website. You can add new accounts and make changes to current accounts.

Additionally, you can access your emails world-wide thanks to our webmail software.

Building Security
Our data centre maintains the highest level of building security around the clock. Managed and patrolled by building control staff, 24 hours a day, seven days a week, our data centre's security program includes multiple closed circuit TV points, secure entries and exits, and limited access areas.

Additionally, the building maintains a complicated system of fire detection and flame suppression equipment including smoke and heat detectors (which are present in all areas), as well as dry pipe sprinklers in technical areas, dry risers to all floors, and a sophisticated smoke and gas clearance system.

The building's power supply is maintained through a minimum N+1 redundancy, while the main power is supplied via two 33kV dedicated incomers, a diverse A&B power supply distributor at 11kV via a rotary UPS, and multiple ring main circuits. All power and cooling in the data centre are supported by up to 22 rotary UPS units.

During power outages, there is an onsite diesel power generator (360,000 litre capacity) that can support the centre at full capacity for 24 hours. This is backed up by a two-hour, 24x7 fuel delivery contract.

An optimal operating environment is maintained at all times. The temperature in the technical space stays at 22°C (±2°C), with a humidity range of 50% (±10%).

System & Database Security
All databases of our customers are securely encoded using the MD5 cryptographic algorithm which secures passwords so that not even our staff know what your password is.

Plus, our online website administration area employs an SSL connection, which is also used by online banks and shopping sites. SSL (Secure Socket Layer) is an encryption protocol, which encodes data sent over the World Wide Web, rendering it unreadable to anyone intercepting the transmission.

Speed
Our data centre facility features a dedicated 155 MBit STM1 ATM link, and multiple OC3 Internet connections with 6MB available PVC for failover.

All services are run on IBM NetFinity 4500R rack mounted web servers. These are specified to be mission critical machines.

You are able to change your hosting plan at anytime if you are running out of available bandwidth or hard-drive space. You will be alerted by email that your website is about to go over its allocated bandwidth/hard-drive allowance.

To Upgrade Your Hosting Plan:

1. When you are logged into your Website account, click on the My Home in the left hand navigation panel.
2. Click on the Usage tab.
3. Click on Click here to upgrade.
4. Choose your desired Monthly Website Service Plan.
5. In some instances, you may also want to select an Overseas Hosting Plan. You can host all of your website content overseas except for your Website itself and your Image & File Manager content. We recommend this for our cients that have a large amount of content as a means of keeping their hosting costs down.
6. Click Continue Upgrade >.
7. If you have opted to added overseas hosting, you can now select which tools you would like hosted overseas by selecting their checkboxes. You can use the % of Total Usage bar to the right to help you decide. Generally, tools that have a large % usage are ones that are best hosted overseas. When you are done click Continue Upgrade >.
8. You will be prompted to confirm your selection. If you are happy with your upgrade selection, click Yes, Upgrade Now. Otherwise, click No, Start Over and follow this process again.

You have now successfully upgraded your hosting plan. If you ever need to downgrade your hosting plan, please contact us and we'll arrange this for you.

Due to the nature of our Content Managment System, there should typically be no need to FTP files directly to the server, so for security reasons we do not allow FTP access to the server.

If you would still like files uploaded:

1. If you would like to upload large files to the server and normal HTTP is timing out, we have a file manager, which allows you to upload large files to the server. Each file is automatically zipped before it gets to the server. Contact us to arrange its setup for you.
2. If you want to upload files that don't form part of the above, we are happy to upload them for you. We will need to check them and there may be a small cost for the time involved with this.

Hosting is charged retrospectively starting on this date for the month that has gone and then every month after that according to the usage plan you are on.

We can do this as all clients share the same piece of software on the same servers. This approach also makes it less expensive to create your site, and as a result you get much more for less.

If we can see that the change will benefit everyone then we will add it to our wishlist, or you can pay to have the change implemented as soon as possible.
If on the other hand the change does not suit the rest of our clients, we unfortunately cannot change the software.
There are features in some of the products where we can create custom templates for the way a product will look, so speak to your consultant to find out if this is possible in your case.