FAQs
Frequently asked questions
Straight answers about hosting, website maintenance, domains and billing. Can’t find what you need? Just ask.
Website hosting questions
Where are your servers located?
Your website is hosted in NEXTDC data centres in Brisbane and Melbourne, chosen for their capacity and resources. Your data stays in Australia.
Do you charge to move my website?
No. Migration is free with every hosting plan. We move your website, databases and email, and check everything works before switching your domain over.
Are your prices inclusive of GST?
No. Prices are shown without GST, and GST is added at checkout. Pay annually and you pay for 10 months and get 12.
Is an SSL certificate included?
Yes. Every hosting plan includes a free SSL certificate.
What's the difference between Personal, Business and VPS hosting?
Business adds phone support, seven days a week, and much faster response times than Personal. VPS gives you a private server with dedicated resources, supported 7 days, 8am to 8pm.
Can I upgrade later?
Yes. Move up a plan or add CPU, memory or disk at any time, and we’ll pro-rata the difference.
Maintain & Protect questions
What is Maintain & Protect?
Our website maintenance service. We look after updates, backups, security, uptime monitoring and repairs for your WordPress website, for a fixed monthly price.
Why is there a setup fee?
When you start, we audit your site’s security, lock it down and set up backups and monitoring. It’s a one-off job, so it’s a one-off fee.
What if my site has already been hacked?
Tick the compromised box when you order. The setup fee is doubled, because we clean the site before locking it down. Your monthly price stays the same.
Do you need to host my website?
No. Maintain & Protect works with websites hosted elsewhere, though our hosting makes it simpler.
What if an update breaks my site?
We back up before every update and check your site afterwards. If an update breaks something, we fix it.
How often are backups taken?
Daily on Essentials, four times a day on Advantage and hourly on Elite. Every plan keeps backups for 30 days.
How often do you update my website?
Routine updates monthly, with high-risk and security fixes weekly. Malware scans run daily.
What is the hack-free guarantee?
If your site is hacked while it’s on Maintain & Protect, we clean it up and close the hole at no extra cost.
Domain name questions
Who owns my domain?
You do. We register domains in your name or your business’s name and manage them for you.
What do I need to register a .com.au?
An Australian presence, such as an ABN or ACN, and a name that matches or is closely connected to your business.
Will my email stop working if I transfer my domain?
No. We copy your DNS records first, so your website and email keep working during the transfer.
Billing & support questions
Still stuck? Call us on 1300 662 492 or send us a message, and a real person will get back to you.
How do I pay?
You pay by card on your invoice. Your card is stored securely by our billing system so renewals are paid automatically.
Can I pay annually?
Yes. Annual billing gives you two months free on hosting and Maintain & Protect.
How do I get support?
Call 1300 662 492, email [email protected], or open a ticket from your account. Business and VPS plans include phone support seven days a week.
What are your office hours?
Our office is open Monday to Thursday, 8am to 2pm AEST, and visits are by appointment. Support hours depend on your plan, and emergency support is available 24/7 for all customers on 0426 833 422.