Support and response times.

How to ask for help

Email [email protected] from the address we have on file. One email per problem is easiest to track. Include:

• the page link, and what you expected versus what happened
• a screenshot if you have one
• whether it’s urgent (see below) — if it is, put URGENT at the start of the subject line

Never email passwords. Paste them into secure.telaloom.com and send us the link it gives you: it opens once, then the contents are destroyed.

Response times

Business hours are 9am–5pm Sydney time, Monday to Friday, excluding NSW public holidays. A response means a person has read your request and told you what happens next. It’s not a promise the fix is finished in that time, though small fixes often are.

Urgent response times apply to sites on the Care plan, because that’s the plan where we look after the site itself. Monitor, Growth and Scale are SEO & GEO plans. On those, the urgent column applies when Care is also active.

What counts as urgent

• The site is down or showing an error to visitors
• The site has been hacked, defaced, or flagged by Google or your browser as unsafe
• Contact forms, bookings or checkout have stopped working

Everything else, like a typo, a new photo or a price change, is a normal request. Overnight (10pm–7am Sydney) we don’t promise a reply on any plan. We’d rather tell you that up front than miss a promise at 3am.

Small changes and bigger jobs

Small changes are covered by the Care plan’s 60 minutes a month: text edits, photo swaps, a new testimonial, an updated price list. Unused time doesn’t roll over. If a request would take you past the 60 minutes, we tell you before doing the extra.

Bigger jobs are anything that adds something new: a new page or section, a booking or payment feature, a redesign. For those we send a written quote with the price, a start date and a delivery date, and nothing starts until you approve it (email is fine). Most website work is priced in fix days at $1,200 AUD$850 USD. A full rebuild is the custom build at its published price.

If a “bigger job” can honestly be done inside your monthly minutes, we’ll just do it.

Keeping the site up

On the Care plan, a site we look after gets:

• Uptime and SSL monitoring. We usually hear the site is down before you do.
• Software and security updates for the platform, theme and plugins, applied and checked.
• Backups that are known to work. We switch on your hosting provider’s daily backups (keeping 30 days where the host allows) and test a restore every quarter. The backups stay in your hosting account. We don’t keep separate copies of your site or your customers’ data.
• A monthly security check for malware, outdated software and unused admin accounts, plus login hardening (two-factor sign-in and login-attempt limits) where the platform supports it.

If your site goes down or gets hacked

Email us with URGENT in the subject. Incident recovery covers:

• finding and removing malicious code, spam pages or unknown admin accounts
• restoring a clean backup where that’s the fastest safe route
• closing the hole that let it in, usually an outdated plugin or a leaked password
• changing passwords, API keys and hosting logins
• asking Google and blocklists to review the site, so the “unsafe” warning comes off
• a short written report: what happened, what we did, and what would stop it happening again

When it’s your hosting company

Your site runs on hosting in your name (we don’t host client websites), so an outage on the host’s side is theirs to fix. On the Care plan we confirm it’s the host and not the site, open the support ticket with you, and check everything works once the host is back. Changing hosts after repeated outages is a bigger job and gets quoted like one.

Frequently asked questions