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Frequently asked questions

GO Creative

Are your staff based in Australia?

Yes. Everyone at GO Creative is based in Brisbane, aside from the technical engineers who manage our data centres across Australia. We don’t outsource any of our work offshore.

When you reach out to us for support, you’ll always deal with a member of our local team.

Can we meet face to face?

Of course! We can meet you at your home or workplace, or a mutually convenient location. Travel fees apply if we’re headed outside the Brisbane metro area, and for very small fixed price projects we generally don’t have a travel allowance in our fee.

That said, we do have a lot of clients who are happy to chat over the phone or Skype, which saves both parties a lot of time. We generally don’t need to meet up in person for most of our projects, including websites, but it’s completely up to you.

Can you help businesses of any size?

We sure can! We primarily work with small businesses, however our clients come in all shapes and sizes. We’ve been operating since 2001, so we’ve worked with hundreds of businesses along the way.

The main thing to remember is that an investment in your business will lead to many long-term benefits, so regardless of your budget, we can tailor a plan that will help you achieve your goals.

Do you offer payment plans?

Yes. Many of our services can be paid in monthly instalments, over 12 months, or longer by negotiation. The first payment is the deposit. Conditions and additional fees apply.

What are your support hours?

We’re available 8.30am to 5pm, Monday to Friday. You can phone us on (07) 3333 2932 or submit a support request and we’ll get back to you as soon as we can. We have an emergency contact number (provided to existing clients only) for critical issues outside of our normal hours.

What payment methods do you accept?

We accept payments via:

  • bank transfer
  • credit card (online only)
  • PayPal

Payments made by credit card or PayPal incur a 3% surcharge.

Websites

Are your staff based in Australia?

Yes. Everyone at GO Creative is based in Brisbane, aside from the technical engineers who manage our data centres across Australia. We don’t outsource any of our work offshore.

When you reach out to us for support, you’ll always deal with a member of our local team.

Do we have to host our website with GO Creative?

Nope. As long as your web host supports our software (WordPress, usually) — and 99% of hosting providers do — you can host the site wherever you like.

Of course, having a single point of contact is always a plus, and it means no one can pass the buck if things go wrong! We offer affordable rates, and our hosting servers are located in Government-certified data centres around Australia.

Do you add our content for us?

We add a fixed number of pages of content (which you provide to us), which varies depending on your selected website package. These pages will be designed using our own suggested layouts. You can use our tutorials to add more content, or we can add it for you at an affordable hourly rate. We also offer copywriting services, if you need a hand putting the content together.

Do you offer payment plans?

Yes. Many of our services can be paid in monthly instalments, over 12 months, or longer by negotiation. The first payment is the deposit. Conditions and additional fees apply.

How does a mobile site work?

We add code which tells your website how it should look and function at different screen widths. For example, we might have rules which equate to something like, “If the browser/screen width is less than 900 pixels, move the logo to the middle of the page”. We’ll also condense the entire menu into a single button which the user can click/tap to expand, and so on.

You don’t have to do anything special for this to work; our code takes care of everything automatically. Magic!

How long does it take to build a website?

The timeframe varies between projects, but it’s generally about a couple of weeks before we send you the initial design preview, then a couple of weeks of revisions and further development before we hand the site over to you. You can then add your content at your own pace, and of course we can offer guidance throughout that process. The site is then ready to go live whenever you’re happy with it.

How secure are your websites?

Very secure. We take great care to secure all websites we develop. This includes using unique and “hard to guess” usernames on administration accounts, installing security plugins, adding custom code to prevent unauthorised hackers/spammers from accessing your website, and so on.

If your customers enter sensitive data into your website, or make online purchases, we also install an SSL security certificate, which encrypts all information (fees apply).

What are the major inclusions/exclusions?

This can be one of the biggest areas of confusion with any website, so here are the key things you need to know.

What we will do

Because our websites are a fixed price, we do have some limitations on the amount of time we can spend on each project. Therefore below is a quick summary of what we’ll do within the package price:

  • Design your home page to a very high level of detail. This can then be revised (up to the number of revisions allowed in your selected website package) until you approve the page.
  • Set up a master design template which applies to all pages on the site. You can customise the layout of the template for each page.
  • Add a certain number of pages of content for you (which you provide), depending on your selected website package. Each page will have a clear and simple layout, and formatting applied to all text.
  • Provide training/support, and resources such as tutorials and videos. Training is conducted over the phone or face to face, depending on your website package.
  • Add a certain number of stock photos (depending on your package), and provide more for a small additional fee.

What we won’t do

We’re happy to help in any way we can, so if you do need a hand with the following, please let us know and we can provide a quote or hourly rate. Some of these options may be included with some website packages, but as a general rule, we don’t do the following:

  • Write your content for you.
  • Edit/retouch/customise your photos. But you can edit your photos via the website software after they’ve been uploaded. Also, every photo uploaded will automatically be resized and cropped into various copies of the original, so you can use whichever one best fits your purpose.
  • Create custom graphics for image slide shows/galleries. However, we will add your photos (or stock photos) into slide shows.
  • Import all of your content from any existing website, if any (we only import a certain number of pages/products, depending on your package).
  • Provide free stock images (except as stated in the website package or quote).
  • Meet face to face except for the initial consultation, and training session.
What payment methods do you accept?

We accept payments via:

  • bank transfer
  • credit card (online only)
  • PayPal

Payments made by credit card or PayPal incur a 3% surcharge.

What software do you use?
  • Websites: WordPress
  • Online stores: WordPress with WooCommerce
  • Web apps: Custom framework in PHP
  • Mobile apps: Custom framework for Apple or Android

Graphic design

Are your staff based in Australia?

Yes. Everyone at GO Creative is based in Brisbane, aside from the technical engineers who manage our data centres across Australia. We don’t outsource any of our work offshore.

When you reach out to us for support, you’ll always deal with a member of our local team.

How long does it take to design artwork?

It varies considerably, depending on the scale of the project, whether we have all of your content from the outset, number of revision rounds, and so on. But generally speaking, we would send you the first draft of most small jobs (e.g. logos, flyers, signage) within 3-5 business days.

How many revisions are included?

Fixed price jobs have limited rounds/batches of revisions, but this varies from one type of project to the next. That said, we’re pretty generous with the number of revisions included. For projects which are charged by the hour, the only limitation is your budget.

Which file formats do you provide?

For most materials, such as flyers, brochures, and signage, we provide artwork in PDF and/or EPS format. These are the formats required for professional printing. We can send you additional formats as well if you like, such as JPG, PNG or AI.

For logo design, we provide a wider range of file formats on every job: PDF, EPS, JPG, and PNG. We provide three different JPG image sizes so that you don’t have to worry about doing that yourself when you use the logo on your documents etc. The PNG file has a transparent background (unlike JPGs which will have a white background), and the PDF and EPS files will be suitable for professional printing. Again, we can provide additional file formats if required.

Who provides the content for artwork?

Normally you’d provide the content, but if you need a hand then we offer copywriting services, and can also provide stock photos. We do include minor content edits as part of every design job though, because fitting a lot of content into a small area is our specialty.

Domains

Are your staff based in Australia?

Yes. Everyone at GO Creative is based in Brisbane, aside from the technical engineers who manage our data centres across Australia. We don’t outsource any of our work offshore.

When you reach out to us for support, you’ll always deal with a member of our local team.

Can we transfer our domains to GO Creative?

Absolutely. There’s no fee involved to transfer your domains to us. The current expiry date of the domain remains intact as well, so if it’s not due to expire for another year, for example, that will still be the case after the transfer is complete.

The process to transfer a domain is:

  1. We arrange for a domain password (also known as a “registry key” or “auth info”, among other things) to be sent to the email address registered with the domain (which should be you).
  2. You provide the password to us.
  3. We use that password to initiate the transfer, through our domain management system.
  4. You receive an email asking you to confirm the transfer. You click the link, and the the transfer begins.
  5. Most Australian (.AU) domain names transfer in exactly 48 hours. Other domains vary from instantly to up to a week.

Once a domain transfer is underway, it can’t be cancelled, though the domain can be transferred again later.

Important: You will always remain the registrant (owner) of the domain, regardless of which company manages it for you.

How often are domains renewed?

All .AU domains must be renewed for two years at a time — this is a requirement from the Australian Domain Administration. Most other extensions are renewed annually, though there are some exceptions. We therefore send out renewal invoices on that same schedule, depending on the domain in question. We send the invoices out well in advance, to give you ample time to make your payment.

What are your support hours?

We’re available 8.30am to 5pm, Monday to Friday. You can phone us on (07) 3333 2932 or submit a support request and we’ll get back to you as soon as we can. We have an emergency contact number (provided to existing clients only) for critical issues outside of our normal hours.

What domain extensions are available?

There are too many to list — we have literally hundreds of options to choose from. Below is a quick sample, or you can view all domain prices.

Generic Australian International Premium
  • .com
  • .net
  • .info
  • .biz
  • .com.au
  • .net.au
  • .org.au
  • .edu.au
  • .co.nz
  • .co.uk
  • .co.jp
  • .ca
  • .rich
  • .website
  • .dentist
  • .tv

Search for your domain now

Which domains should our business register?

If you’re an Australian business, the .com.au domain is a no-brainer. You should also look at registering the same domain name with .com, .net, and .net.au. This helps ensure your competitors can’t register those domains. Beyond that, it’s really up to you how far you want to go with protecting your brand.

Who is eligible for .AU domains?

To register any domain ending in .AU, you must have an ABN. This could be as a sole trader, company, trust, or any other formal entity. The domain you register must be closely related to your business name, or the products and services you offer.

Hosting

Are you a “green” host?

We sure are! Data centres aren’t the most environmentally friendly buildings, so we offset carbon emissions through our GO Green program. We’re always looking for ways to reduce our carbon footprint, and we act responsibly and ethically at all times.

Are your staff based in Australia?

Yes. Everyone at GO Creative is based in Brisbane, aside from the technical engineers who manage our data centres across Australia. We don’t outsource any of our work offshore.

When you reach out to us for support, you’ll always deal with a member of our local team.

Do you keep backups of websites?

All websites are backed up daily, and can be restored for a small fee. We keep seven backups on file, ensuring you can re-load your site from various restore points.

What are your support hours?

We’re available 8.30am to 5pm, Monday to Friday. You can phone us on (07) 3333 2932 or submit a support request and we’ll get back to you as soon as we can. We have an emergency contact number (provided to existing clients only) for critical issues outside of our normal hours.

What types of websites do you host?

We offer PHP hosting, with MySQL databases, automatic speed enhancements, and other features available as standard. Our standard hosting platform supports all major software, including WordPress, Joomla, Drupal, PrestaShop, OpenCart, Magento, and more.

We can also host sites coded in .ASP, .NET, ColdFusion, and various other languages.

For larger clients, or those with specific needs, we can tailor a solution at very competitive prices. Contact us to find out more.

Are your staff based in Australia?

Yes. Everyone at GO Creative is based in Brisbane, aside from the technical engineers who manage our data centres across Australia. We don’t outsource any of our work offshore.

When you reach out to us for support, you’ll always deal with a member of our local team.

Is Microsoft Office software included?

This depends on the licence you choose for each user. For licences with this software included, you can install Word, Excel, PowerPoint, Outlook (and more), on up to five devices per licence.

What are your support hours?

We’re available 8.30am to 5pm, Monday to Friday. You can phone us on (07) 3333 2932 or submit a support request and we’ll get back to you as soon as we can. We have an emergency contact number (provided to existing clients only) for critical issues outside of our normal hours.

What’s the difference between Home and Business licences?

Office 365 Business licences are email accounts. One licence is required for each email address in your organisation. Each licence can selectively be upgraded to include a copy of the Microsoft Office software suite (Word, Excel, PowerPoint and Outlook), along with other software and features. There are many types of Business licences available, and these are the licences we can offer our clients.

Office 365 Home licences are a subscription to the Microsoft Office software only. These licences legally cannot be used for business purposes, therefore we do not offer Home licences to our clients.

If you’re using any Home licences in your organisation, they will need to be cancelled and new Business licences created instead.

Google AdWords

Are your staff based in Australia?

Yes. Everyone at GO Creative is based in Brisbane, aside from the technical engineers who manage our data centres across Australia. We don’t outsource any of our work offshore.

When you reach out to us for support, you’ll always deal with a member of our local team.

Do we receive reports on our campaign?

Yes. We provide online reports, so you can view your campaign data in real time. For example, you can view your website traffic, conversions (enquiries/sales), repeat visitors, and much more, at any time. The data is grouped by month, so you can easily compare performance of key metrics over time.

We also provide access to your Google accounts (such as Analytics, AdWords and Search Console), which allows you to view more detailed reports.

All reports are explained in detail to help you understand the data, and can easily be customised to your requirements so that you can see the data that means the most to you. If anything is unclear, we’re available to answer questions any time.

How are payments structured?

We manage your account for a monthly fee which is tailored to your campaign requirements and goals, and you then pay advertising fees directly to Google each time your ads are clicked (up to the advertising budget limit you choose). This is why AdWords is also known as “pay per click” or “PPC”.

What happens when our monthly budget is reached?

Your ads stop running. But you can always add more budget to your account at any time, if you want to keep your ads running in any given month.

What kind of budget do we need?

Before we start any marketing campaign, we’ll review your current online presence to determine the best strategy for your business. There’s no “one size fits all”.

For example, some clients have fantastic websites but lack any search engine presence, so we’d focus a lot of our efforts around generating search engine traffic. Other clients may have a website with shortcomings, so we’ll spend time improving the website in addition to our standard tasks.

We have starting budgets for all projects, however after our review we’ll let you know if this budget will be suitable for you.

Request a free quote to instantly receive pricing details

Which keywords should we target?

Not necessarily the ones that first come to mind! Unless you have a considerable budget, often it’s quite difficult to usurp your competitors in search engines. When we research keywords, we look for the most popular searches, but weigh them up against how likely they are to actually deliver more traffic to your website.

For example, if you’re a plumber in Mt Gravatt then you might think “plumbers Brisbane” is an ideal keyword, but in reality that’s very competitive — every plumber out there has those terms on their website. So if we dig a little deeper and look at alternatives such as “Mt Gravatt plumber” or “emergency plumbing contractors Mt Gravatt”, then we may find some more useful keywords.

Remember, we’re looking to bring more visitors to your website. If the most popular keyword has 500 searches per month but 1000 plumbing companies competing, you’re not going to get much traffic from that term. But if a less popular keyword has 200 searches per month and only 5 companies competing, you’re going to bring in a lot of enquiries.

Therefore, we will recommend keywords to you for your approval, and offer advice. From there, you can choose whichever keywords you like.

SEO

Are your staff based in Australia?

Yes. Everyone at GO Creative is based in Brisbane, aside from the technical engineers who manage our data centres across Australia. We don’t outsource any of our work offshore.

When you reach out to us for support, you’ll always deal with a member of our local team.

Do we receive reports on our campaign?

Yes. We provide online reports, so you can view your campaign data in real time. For example, you can view your website traffic, conversions (enquiries/sales), repeat visitors, and much more, at any time. The data is grouped by month, so you can easily compare performance of key metrics over time.

We also provide access to your Google accounts (such as Analytics, AdWords and Search Console), which allows you to view more detailed reports.

All reports are explained in detail to help you understand the data, and can easily be customised to your requirements so that you can see the data that means the most to you. If anything is unclear, we’re available to answer questions any time.

How will your copywriters know our industry?

We’ll be guided by your expertise, so in speaking with you, we’ll get a feel for your business and brand, and start there. We also undertake market research to better understand some of the specifics of your industry. But if we’re still not quite sure, we’ll come back to you with any questions.

Some of the industries we’ve covered include funeral homes, cheese production, shipping/cargo, mechanics, hair salons, nutrition, jewellery, manufacturing, logistics, removalists, childcare, landscaping — and just about everything in between.

What kind of budget do we need?

Before we start any marketing campaign, we’ll review your current online presence to determine the best strategy for your business. There’s no “one size fits all”.

For example, some clients have fantastic websites but lack any search engine presence, so we’d focus a lot of our efforts around generating search engine traffic. Other clients may have a website with shortcomings, so we’ll spend time improving the website in addition to our standard tasks.

We have starting budgets for all projects, however after our review we’ll let you know if this budget will be suitable for you.

Request a free quote to instantly receive pricing details

What types of articles do you write?

Most articles will focus on a particular aspect of your business, such as your products or services. Others will be primarily about your business itself, such as how long you’ve been operating, number of staff, summary of services, and so on. And the remainder of articles will focus on a niche topic which allows us to include specific keywords (phrases).

The intention with all articles is to provide useful information to customers, while also incorporating a number of the keywords we’re targeting in your service. This will help build your website traffic, and convert visitors into enquiries or sales.

Which keywords should we target?

Not necessarily the ones that first come to mind! Unless you have a considerable budget, often it’s quite difficult to usurp your competitors in search engines. When we research keywords, we look for the most popular searches, but weigh them up against how likely they are to actually deliver more traffic to your website.

For example, if you’re a plumber in Mt Gravatt then you might think “plumbers Brisbane” is an ideal keyword, but in reality that’s very competitive — every plumber out there has those terms on their website. So if we dig a little deeper and look at alternatives such as “Mt Gravatt plumber” or “emergency plumbing contractors Mt Gravatt”, then we may find some more useful keywords.

Remember, we’re looking to bring more visitors to your website. If the most popular keyword has 500 searches per month but 1000 plumbing companies competing, you’re not going to get much traffic from that term. But if a less popular keyword has 200 searches per month and only 5 companies competing, you’re going to bring in a lot of enquiries.

Therefore, we will recommend keywords to you for your approval, and offer advice. From there, you can choose whichever keywords you like.

Are your staff based in Australia?

Yes. Everyone at GO Creative is based in Brisbane, aside from the technical engineers who manage our data centres across Australia. We don’t outsource any of our work offshore.

When you reach out to us for support, you’ll always deal with a member of our local team.

Do we receive reports on our campaign?

Yes. We provide online reports, so you can view your campaign data in real time. For example, you can view information about your conversions (enquiries/sales), customer interactions, and much more, at any time. The data is grouped by month, so you can easily compare performance of key metrics over time.

All reports are explained in detail to help you understand the data, and can easily be customised to your requirements so that you can see the data that means the most to you. If anything is unclear, we’re available to answer questions any time.

How are payments structured?

We manage your account for a monthly fee which is tailored to your campaign requirements and goals, and you then pay advertising fees directly to Facebook each time your ads are clicked (up to the advertising budget limit you choose).

What can we do with our ads?

Facebook Ads can be set to:

  • encourage people to “Like” your page (this is the most common use of Facebook Ads)
  • make your posts reach more of your followers (these are called Boosted Posts)
  • send people to any website address you like (such as a specific page on your site).

All options are highly effective, and an inexpensive way to either grow your followers or drive traffic to your website.

What happens when our monthly budget is reached?

Your ads stop running. But you can always add more budget to your account at any time, if you want to keep your ads running in any given month.

What kind of budget do we need?

Before we start any social media campaign, we’ll review your current page to determine the best strategy for your business. There’s no “one size fits all”.

For example, some clients have very active pages, with lots of Likes/fans/followers, and we just need to craft more engaging content/ads. For other clients, we may need to help them grow their followers first, so that their future messages are reaching a reasonable size audience.

We have starting budgets for all projects, however after our review we’ll let you know if this budget will be suitable for you.

Request a free quote to instantly receive pricing details

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