At Launch 123, we’re committed to ensuring our web design clients feel supported long after their website is live. To make managing your site simple and stress-free, we offer 15 minutes of complementary website support each calendar month. This policy outlines the details of our free support offering, including what is covered, what’s out of scope, and additional information to help you get the most out of your website.

What is free website support?

Every web design client is entitled to up to 15 minutes of free website support per calendar month to assist with basic website needs. This service is available to all clients, starting from January 1, 2025. It’s part of our commitment to maintaining strong relationships with our growing client base and ensuring you’re never left in the dark.

How much support can you use?

• Each client is eligible for 15 minutes of free website support per calendar month.
• Time does not roll over, so any unused support within a given month will expire.

What’s included in free website support?

The following are examples of what is covered under your free monthly support:

1. Basic website updates: Adding or updating text, replacing images, or changing contact details.
2. Technical troubleshooting: Investigating and resolving minor website issues, such as broken links or plugin conflicts.
3. General guidance: Answering questions about how to use your website or make edits in WordPress.
4. Form testing: Ensuring your contact forms are properly receiving submissions.
5. Navigation tweaks: Making small adjustments to your menu or layout.

What’s not included in free website support?

While our free support covers a wide range of basic needs, some requests fall outside of this service. Examples of out-of-scope support include:

• Extensive redesigns: Creating new pages, altering layouts, or making significant aesthetic changes.
• Custom development: Coding new features, installing advanced plugins, or customising themes beyond existing functionality.
• Content creation: Writing or sourcing new text, images, or other media for your site.
• Ecommerce management: Uploading or managing product listings or configuring payment gateways.
• Third-party integrations: Setting up or troubleshooting integrations with software or services not directly managed by Launch 123.

For larger or more complex tasks, we offer affordable paid support options. Our team can provide a quote for these services upon request.

How to request support

To make a support request, simply:

1. Email us or open a ticket with a clear description of your issue or query.
2. Include any relevant screenshots, links, or details to help us understand your request.

We aim to respond to all support queries within one business day, ensuring quick and efficient service.

Additional information

• Industry-best practices: Our support is handled by experienced professionals who prioritise security, functionality, and ease of use. All updates and fixes are implemented using best practices to protect your site.
• Support hours: Free support is available during our regular business hours, Monday to Friday, 9:00 AM – 5:00 PM AEST.
• Transparency: If your request exceeds the 15-minute monthly limit or falls outside the scope of free support, we’ll let you know before proceeding.

We're here to help

We understand that managing a website can be daunting, especially for small businesses. That’s why our free website support is designed to give you peace of mind, helping you stay focused on running your business while we handle the tech side.

If you have any questions about this policy or would like to explore additional support options, feel free to contact our team. We’re here to help.