Response Times
Ticketing System
Domain Management
Content Updates
Time Limitations
Email Support
Site Backups
Account Manager
System Updates
Telephone Support
Website Monitoring
SSL Certificate

Standard
Included
Included
Included
Up to 2 Hours*
Included

6 Hours
Included
Included
Included
Up to 3 Hours*
Included
Monthly
Included

4 Hours
Included
Included
Included
Up to 4 Hours*
Included
Fortnightly
Included
Included

2 Hours
Included
Included
Included
Up to 8 Hours*
Included
Weekly
Included
Included
Included
Included
1 FREE SSL

*Time Limitations are per month and cannot be rolled over to subsequent months. These limitations are for content updates and do not apply to system critical work or site backups.

Our Basic Features

included with all packages

Website Management

As part of the website management service, XCEL Support will respond to any errors on your website – so if something doesn’t work as well as it should, our Support Team will will get to fixing it right away and liaise with you until the matter is resolved.

Additionally, we proactively monitor plugins and themes to ensure any security holes arising from out of date files, are quickly closed. This not only keeps the files up to date, but can also assist in optimising your site further.

Domain Management

Configuring domains (and DNS Records, such as nameservers, MX Records etc) can sometimes be quite tricky – especially if your emails are hosted seperately from your website, or if you run a subsite that is hosted elsewhere.

Our Team can help with any domain management queries and either take care of this for you, or guide you through the process if you prefer that option.

Email Management

As an added service, we also administer adding/removing emails or changing email passwords for your inboxes. It’s important to note though, that we can only create/edit/remove email addresses.

You might decide you’d prefer to do this yourself – if that’s the case, our Team will guide you through how to do this and be on hand if you get stuck of course.

Proactive Uptime Monitoring

Depending on the setup of your website, we deploy software to monitor your site’s uptime, so if your site went down for any reason, our software will alert us for our team to get to work on bringing it back.

Often, this is before you even know it’s gone down!

Video Tutorials (Coming Soon)

All our packages come with Video Tutorials on how to carry out basic functions on your website yourself, or of course, you can raise a Support Ticket to request one of our Support Team members to do it for you.

Our Knowledgebase (Coming Soon)

All our Support Clients will have access to our online knowledge base which will include useful articles and links.