MLC and Godfrey Pembroke Advisers have been offered a special website package, which includes a discounted volume price for these advisers.
TheDMA standard terms and conditions apply, as well as the following specific conditions for MLC Advisers, as well as the Service Level Agreement for support as outlined below. Note, that for these services and these terms and agreements, “MLC Adviser” is defined to include all advisers operating under MLC, whether under the MLC Brand, their own brand, the Godfrey Pembroke Limited brand, or any other brand now or in the future of MLC Limited.
If cancelled within 7 days of receipt of Get Started form, and before we have assigned a project manager to your project, then the standard refund policy as per TheDMA standard terms and conditions will apply and we will refund your payment less a 10% administration fee.
If cancelled after 7 days of receipt of Get Started form, and/or a project manager has been assigned to your project then your project is considered live. All live jobs have been assigned resources, therefore, if you cancel your work at this stage, we will refund 50% of your fee.
If we have completed your site build no refunds will be provided.
Upload of Content
Content will be uploaded once during the build process, and uploaded as provided. One round of feedback will be taken, and changes of up to an hour are allocated to finish the site. This generally covers moving images, minor changes to layout, pages and posts. This does not cover editing the text, upload of additional content, images or photos. Any additional work will be done at our time and materials rate (of $150 per hour plus GST) and confirmed prior to commencement.
Service Level Agreement
For advisers who take up the training and annual support package, TheDMA Service Level Agreement (SLA) will provide a structured process in support while providing transparency to the Adviser and MLC / Godfrey Pembroke.
Support is available through the members area of The DMA website. During your website build, you will receive logon details for this area, which contains:
- Support Request using Support Tickets – you will start with 10 and can purchase more – there is no expiry on Support Tickets. Support Tickets are 15 minutes of our time and expertise to show you how to do something, or do something for you. Support Tickets are $200 for 5, $375 for 10 (ex-GST).
- New Work Request – use this to lodge a request for support, training or work that is going to be longer than 15 minutes
- Knowledge base with e-guides, WordPress manuals, and articles.
If you use your Support Ticket to report a bug or something that is under your website warranty, the ticket you use will be credited back to your account.
Support is available from 9.30am to 5pm AEST. For Critical issues (the site is not up, page or pages not displaying etc), Advisers can ring TheDMA 1300 number, and choose the support extension from the phone menu. This will put them through to one of the full-time Project Leads who will take their support call. For all other Non-Critical issues such as including formatting, content, display, form questions, settings etc – please use the Support Tickets.
TheDMA will respond to all support tickets between 9.30am and 5pm AEST, and response times relate to these support hours.
- Critical issues will take priority and will be responded to within 2 hours of being raised.
- Non-Critical issues will be responded to within 8 hours.
Resolution of Issues
Most Critical issues will be resolved within 4 hours of the response and most Non-Critical issues will be resolved by the end of the next business day, depending on the complexity of the issue and where the fault or problem originates. If the issue cannot be resolved within 4 hours of the initial response, then the Customer will be kept up to date on the status of the issue and activities taken to resolve the issue.