OVERSEASE: PH: +64 21 060 9829 | NEW ZEALAND - PH: 021 060 9829 support@niudesigner.com

FAQ

We want to make sure we have a clear communication in terms of your website investment with us. 

Do i own my website?

Your website contains your contents which consist of your texts & images.  We design quality websites with strategic components to benefit your business.

So technically you own your website whilst it’s hosted with us.  Should you wish to discontinue using our services, we have an exit package available.

Option 1:  We will send you a file with all your contents which contains your texts & images, this will come in an xml file.

Option 2:  If you wish to take the whole site with you, you can buy this for $2995NZD.  This will contain your whole website where you can migrate it to another server.  We will also help with the transition.  You will also receive your own licence key which you can use to update/upgrade your site yearly to maintain the security level for your website.

What is Website Hosting and what does it cover?

Website hosting is a server where your website is being built on and or your emails operate from.  Think of website hosting as like a piece of land where you build your house on.

Typically our website hosting covers:

  • Any server related issue e.g. if the server is hacked or have security breach which results in your site being down or broken, we fix this and this is covered in the website hosting package you take.
  • If your emails are hosted with us and it’s down due to a server issue, we fix this for you and it’s covered in the website hosting package you take.
  • Our website hosting is 99.99% uptime guaranteed.
  • We update our server every 2 years to make sure we are up to date with the current technology.
  • It does not cover any website issue e.g. your website has been hacked, security breach, broken links, missing images etc.  This is totally separate.  Please see ‘website maintenance & support.
  • It does not cover any domain related issue. e.g. your domain expires and your site is down due to this….note that this is not a server/hosting issue.
What is Webiste Maintenance / Support and what does it cover?

Website Maintenance / Support is a service that we offer after we build & launch your website.

 

We want you to focus on the most important aspect of your business while we take care of all your website needs.

 

Depending on the maintenance / support package you paid for, it generally includes:

 

  • Updating / Upgrading your website system to our latest release / version.  This ensures better security & site functionality.
  • If your website breaks or it’s down due to some technical reaons, we are able to re-instate or restore your website seamlessly and efficiently.
  • Depending on package, we will upload any of your recent contents which includes texts & images onto your website.
  • Wanting new features added?  Depending on what it is you want,  in some cases it will cost extra and we will communicate this to you first and sometimes if it’s a minor feature then we would do it for free or it’s included in the maintenance package.
  • Depending also on the package, we will backup your site regularly either daily, weekly, monthly or every 3 months.  This ensures that in any case your website is hacked or compromised, we are able to restore your website to it’s most recent backup.
  • When you take on a maitnenace package, we would re-design your website every 24 months for FREE.  We believe it is very important for our clients to have a refreshed website every 24 months to keep up with the revolved technology.

Is this NOT covered in the website hosting service we pay for?

  • No.  Website hosting is different (e.g. land where your house is built on).  Website Maintenance is similar to house/building maintenance.
  • We would give you options and prices for both website hosting & website maintenance in the beginning and it’s up to you whether you want to take on the maintenance package and we fully recommend that you take on the maintenance service so we can ensure full operation of your website and without the headaches in future of any website issue and also for you and your business.

 

Can i update my own website?

Yes.  You can update the contents of your website e.g. update texts & images etc.  In terms of updating / upgrading your website system, we would have to do this as it’s more of a complex and delicate technical matter and our expert team are equipped with the necessary skills & experience to do this for you.

We also fully recommend taking on one of our maintenance / support services package so that we can take care of your website needs whilst you focus on operating your daily business activities.

I want to move to a different company, what is the process?

Whilst we try and resolve any issue that you may have with us, we also respect your decision.

Generally, we would export and send you an xml file with your contents (texts & images).

So technically you own your website whilst it’s hosted with us.  Should you wish to discontinue using our services, we have an exit package available.

Option 1:  We will send you a file with all your contents which contains your texts & images, this will come in an xml file.

Option 2:  If you wish to take the whole site with you, you can buy this for $2995NZD.  This will contain your whole website files where you can migrate it to another server.  We will also help with the transition.  You will also receive your own licence key which you can use to update/upgrade your site yearly to maintain the security level for your website.

I've bought your unlimited maintenance / support package but we only require small updates. What do i do?

We have few packages available, you can wish to downgrade or upgrade and we can work the differences on your next invoice.  Please note, there must be a 6 months gap in between upgrades / downgrades.

 

If you only require few updates then we have starter maintenance package which still covers your website on any updates/upgrades and you are still able to update your contents whenever you want.

 

Please feel free to discuss this with us, we are happy to help you and suggest the best package for you.

 

Can you do domain names?

Yes we can.  We generally charge $50 per domain name/annually and it will be pointed to our nameserver for hosting.  We ask that you pay your invoice on time to avoid loss of domain names or to avoid your website going offline.

Help! There is something wrong with my website but i have not bought a maitnenace package. What do i do?

First, please contact us as soon as this happens.

We will provide you with a quote for the fixup or per website updates / support and also offer you the right maintenance package that will suit your website needs.  If you are happy to take on our quoted fix then it is fine, so long as you understand other consequences to your site, this might prove more expensive in the long run and also in particular, website vulnerabilities but the choice is yours.  We do however want to advise and recommend the very best for your business.

 

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