Here at Focus Web Design, we believe that our professional standard of service, at affordable prices, equals fantastic value for money for our customers. So, if you're thinking about choosing Focus Web Design for your small business website, we'd like to share with you our guarantees to give you more of an idea of what you will get for your money.
Pricing Guarantees
- We guarantee that all charges will be quoted to you before you are committed to anything - so there are absolutely no hidden charges.
This guarantee is subject to you doing your part as well. You must let us know what you require on your web site, whether we are designing it or hosting it, so that we can quote you the full price. This guarantee may not apply if your needs change after the initial quote.
- We guarantee that we will refund 100% of the hosting fees you pay us if you are not satisfied with the service within 30 days.
This guarantee does not apply if you have hosted a site with us before, or if you are currently hosting another site with us that has already exceeded the 30 day allowance.
Service Guarantees
- We guarantee that any websites hosted by us will be available 99.9% of the time.
No-one can guarantee a 100% uptime, however most of the time we do in fact manage a 100% uptime status. We guarantee that downtime will not exceed 0.1% in a calendar month.
- We guarantee that any website updates sent through to us will be applied to your site within 24 hours of receipt.
During normal business hours updates will normally be applied within three hours, however we guarantee a 24 hour turnaround time. Large updates may be excluded from the guarantee, in which case you will be notified within the guarantee timeframe of how long it will take.
- We guarantee you will be completely satisfied with our service! How can we guarantee this? Well - so far we have a 100% client satisfaction rate - and we have no plans at all to reduce this. It speaks for itself!
Support Guarantees
- We guarantee that you will be able to reach us by phone,during business hours.
On either our national contact number, Canberra office number, or emergency mobile number. If we are unavailable you can leave a message - which will be returned the next working day.
- We guarantee that our phone technical support is, and will remain, free.
Does not include phone call charges that will be billed by your telephone company. Subject to phone support conditions.
- We guarantee that support e-mails will be answered within 3 hours during business hours, or within 10 hours outside of business hours.
Support e-mails are those sent to support@focuswebdesign.com.au or through our online support form. Business hours are from 8am till 5pm, Monday to Friday (Australian Eastern Standard Time - GMT+10). However, support e-mails are usually responded to within 1 hour at most times.
And if we break them?
Occasionally there may be a circumstance out of our control that causes one of our guarantees to you to be broken. If that happens, we will compensate you as follows:
- If your website is down for more than 0.1% of a calendar month, we will give you that month's hosting for free
- If we take more than 24 hours to apply an update to your website, we will perform the update at half price
