Q: I’ve subscribed for my package – what now?
A: Once you’ve subscribed, you should receive two emails immediately. One will be from us, acknowledging your order and providing details of what packages and options you have selected. The second email will be from Stripe acknowledging your payment and/or subscription. If you do not get these emails, please contact accounts@touchpoint.ltd and we will assist you.
Q: When do I speak to somebody from touchpoint.systems?
A: We will contact you via telephone within one business day of receiving your order. After that call, you will receive an email that explains exactly what we need from you in order to get started with your work. You will be assigned a Project Manager whom you will communicate with directly. Their job is to bring your ideas to life and deliver the kind of work that you really need and want.
Q: How long will it take to complete my work?
A: That will depend upon what type of work you have ordered. As a guide, we currently complete in excess of 70% of new projects in under 60 days. A great deal will depend upon how quickly you respond to requests from your Project Manager for information, feedback and items like high-resolution images, website copy, etc. The number one source of holdups in completing and launching new projects is the failure of clients to get us what we need or respond to requests for feedback. If you get things to us in a timely manner, you will find that things go smoothly and your work will be completed quickly.
Q: How do I get support for my website?
A: All support requests, including requests for your personal Webmaster to do something, should be submitted via our Client Support page.
Q: Can I call somebody and get telephone support?
A: No. We do not provide telephone-based support.
Q: Does touchpoint.systems offer standalone hosting packages?
A: Yes. Just be aware that our servers are configured to best accommodate small business websites running WordPress, with fairly limited amounts of inbound traffic. For more complex configurations you are better off with alternative hosting arrangements.
Q: How do I subscribe to a standalone Hosting Package?
A: Visit our Website Hosting & Support Packages page and review the package option. Select the hosting and support package you require, then click AGREE & PAY. If you have any questions about hosting please email support@touchpoint.ltd.
Q: What does the Hosting Package offer?
A: The Hosting Package offers simple, standalone hosting for your website.
Q: What’s included with the Hosting Package?
A: You get all of the following features:
32 GB of RAM
NVME SSD Storage
8 Cores
Free SSL
Free Control Panel
FTP Access
Unlimited Bandwidth
Automated Upgrades of Core Software
Cloudflare CDN
Cleantalk Anti-Spam
Regular cPanel Backups
Weekly Offsite Server Backup
99.9% Uptime Commitment
Proactive 24/7 Uptime Monitoring
Pay-by-the-Month or Annual Discounted Pricing
Q: How much does the Hosting Package cost?
A: The Hosting Package is priced at $47 monthly, or $470 if you prepay annually, representing a discount of more than 15%.
Q: How do I order the Hosting Package?
A: Visit our Website Hosting & Support Packages page and review the package option. Select the hosting and support package you require, then click AGREE & PAY. If you have any questions about hosting and support packages please email support@touchpoint.ltd.
Q: What does the Hosting Plus Package offer?
A: The Hosting Plus Package offers hosting for your website plus commercial GPL licensing for all our supported WordPress themes and plugins. This potentially saves you more than $1,000 annually on premium theme and plugin license renewals.
Q: What’s included with the Hosting Plus Package?
A: You get all of the following features:
32 GB of RAM
NVME SSD Storage
8 Cores
Free SSL
Free Control Panel
FTP Access
Unlimited Bandwidth
Automated Upgrades of Core Software
Cloudflare CDN
Cleantalk Anti-Spam
Regular cPanel Backups
Weekly Offsite Server Backup
99.9% Uptime Commitment
Proactive 24/7 Uptime Monitoring
Pay-by-the-Month or Annual Discounted Pricing
Managed Installs & Upgrades of Core Software
Premium Licensing for Supported Software
Q: How much does the Hosting Package offer?
A: The Hosting Plus Package is priced at $97 monthly, or $970 if you prepay annually, representing a discount of more than 15%.
Q: How do I order the Hosting Plus Package?
A: Visit our Website Hosting & Support Packages page and review the package option. Select the hosting and support package you require, then click AGREE & PAY. If you have any questions about hosting and support packages please email support@touchpoint.ltd.
Q: What does the Hosting Plus Support Package offer?
A: The Hosting Plus Support Package offers hosting for your website plus commercial licensing for all our supported WordPress themes and plugins. This potentially saves you more than $1,000 annually on premium theme and plugin license renewals.
The package also includes an on-demand webmaster to help you manage and make changes or updates to your website. That means you get the help you need to manage your website without getting a bill every time you need support!
Q: What’s included with the Hosting Plus Support Package?
A: You get all of the following features:
32 GB of RAM
NVME SSD Storage
8 Cores
Free SSL
Free cPanel
FTP Access
Unlimited Bandwidth
Automated Upgrades of Core Software
Cloudflare CDN
Cleantalk Anti-Spam
Regular cPanel Backups
Weekly Offsite Server Backup
99.9% Uptime Commitment
Proactive 24/7 Uptime Monitoring
Pay-by-the-Month or Annual Discounted Pricing
Managed Installs & Upgrades of Core Software
Premium Licensing for Supported Software
On-Demand Webmaster Services
Q: How much does the Hosting Plus Support Package offer?
A: The Hosting Plus Support Package is priced at $197 monthly, or $1,970 if you prepay annually, representing a discount of more than 15%.
Q: How do I order the Hosting Plus Support Package?
A: Visit our Website Hosting & Support Packages page and review the package option. Select the hosting and support package you require, then click AGREE & PAY. If you have any questions about hosting and support packages please email support@touchpoint.ltd.
Q: Should I use touchpoint.systems to serve my email?
A: We can do this for you but strongly recommend against it. There are many better alternatives to email management than PHP mail, which is what we offer. For small business customers, we recommend the use of Google Workspace or Microsft 365.
Q: What is Googe Workspace?
Workspace is a paid Google service offering exceptional value for money and excellent email management. Once you have subscribed to Workspace, your MX records will have to be modified on our server and/or Cloudflare. We provide this service for customers free of charge. Simply email support@touchpoint.ltd with your request or open a request on our Client Support page.
Q: What is Microsoft 365?
Microsoft 365 is a paid Microsoft service offering exceptional value for money and excellent email management. Once you have subscribed to Microsoft 365, your MX records will have to be modified on our server and/or Cloudflare. We provide this service for customers free of charge. Simply email support@touchpoint.ltd with your request or open a request on our Client Support page.
Q: I am using touchpoint.systems to serve my email. How do I access webmail?
A: Visit my.securehost.app:2443/webmail and enter your email address and password to access your email account.
Q: I am using an email client. How do I set that up?
A: Please visit the help pages or access the support service of your email client vendor for advice on how to set up your email.
Q: What are my mail client configuration settings?
A: This will depend upon your device and a range of other factors. Please email support@touchpoint.ltd and request a copy of your settings.
NB: We offer LIMITED SUPPORT and ONLY for emails served by us. That means we can test if your email is working at a server level only (meaning our server). We cannot help you to configure email clients or sort out local (i.e. in your office or on your device) issues. You will need to find other support services to assist you with this. We STRONGLY recommend using a modern mail delivery system like Google Workspace, Microsoft 365, or similar. We will happily set up MX configurations for these email services at no cost to you.
Q: What is a domain name?
A: A domain name provides a human-friendly way to navigate to the server where your website is hosted. It also provides an opportunity for you to help with branding your business online.
Q: How do I purchase a domain name?
A: Visit our domain registration and management portal at domains.touchpoint.systems
Q: How do I renew my domain name?
A: If we registered the domain name for you or you have transferred the domain to be managed by us, you can renew the domain via our portal at domains.touchpoint.systems
Q: I’ve lost my username and/or password. How do I recover them?
A: Follow the Lost Password link on our domain renewal portal and follow the recovery instructions. Alternatively, you can email support@touchpoint.ltd and we will reset the password and email or text it to you.
Q: What website design packages do you offer?
Our Design Packages provide a website with everything you need included in the packages. The packages also offer a variety of useful optional extras such as logo design, mega-menus, copywriting, regular blogging and social media bookmarking.
Q: Where can I learn more about your packages?
A: We offer a large range of options and extras, so its best to speak directly with somebody from touchpoint.systems. You can reach out to us via out contact page or call us on 1300 746 966.
Q: What are the standard inclusions in my Website Design Package?
A: We include the following in all Website Design Packages.
Custom Design
Unlimited Revisions
Sleek & Intuitive
Mobile Friendly
Lightning Fast Hosting
DNS Hosting & Setup
Google Analytics
Google Search Console
Social Media Buttons
Basic On-Page SEO
Q: What optional Add-ons are available for my website?
A: We offer a variety of optional Add-ons with our website design packages. All Add-ons can be paid by the month, some of which would otherwise only be available as a prepaid service, or be unavailable.
Optional Add-ons currently available are:
Extra Pages Add-on
Logo Design Add-on
Mega Menus Add-on
OpenAI Copywriting Add-on
Human Copywriting Add-on
Blogging Add-on
Social Media Add-on
Our pricing is fixed cost and comletely transparent. All options can be selected when checking out for any website purchase.
Q: Does my website design package include hosting?
A: Yes. Our website design packages includes 12 months of our Hosting Plus Support Package.
Q: What happens with my hosting and support after 12 months?
A: At the end of your pay by the month or prepaid contract term, by default, you will continue with the Hosting Plus Support Package.
Q: What happens if I purchase a web design package and I already have hosting?
A: We will encourage you to leave your current hosting provider as it is easier for us to manage your website from our servers. We are also unable to make any server performance guarantees with regard to websites that we do not host directly.
Q: Do I get a discount if I already have hosting?
A: No. Our website design packages are competitively priced and “all-inclusive”. We do not provide discounts.
Q: Does touchpoint.systems offer standalone hosting packages?
A: Yes. An entire section of this FAQ is dedicated to hosting and support.
Q: How long will it take to complete my website?
A: We currently complete more than 70% of new projects in under 60 days.
The number one reason why websites take longer to complete is customers failing to deliver to us things like content for their pages, high-resolution logos and images, etc.
Prompt feedback is also absolutely essential to launching your website quickly. The sooner you get our designers what they need, the sooner we’ll be able to launch your new website.
Q: What do I need to do now?
A: We will email you an invitation to our Project Management System and ask you to complete a detailed design brief. The design brief will guide you through a step-by-step process that covers everything we’ll need from you to complete your website.
After we have received your design brief a Project Manager will reach out to you and organise a formal design meeting for you, via video call. The Project Manager will also be your point of contact with us until we have handed over your completed website.
We have a very clear, easy-to-follow development process and will provide you with all the support you need to get your website up and running ASAP.
Q: Is there a difference between the Monthly and Prepaid Packages?
A: There are no differences in the inclusions or services. Both packages are exactly the same in that regard. The only advantage with a prepaid package is the discount you receive for prepaying. Essentially, prepaid packages offer 12 months of service for the price of 10 months, saving you around 15% on our pay-by-the-month package options. For businesses that have the spare cash to take advantage of the prepaid deal or that would like to bring forward a tax deduction for the current financial year, prepaid packages are a great way to save some money!
Q: Can I switch from a Monthly Package to a Prepaid Package?
A: Yes. You may switch from a Monthly Package to a Prepaid Package at any time up to 30 days after you AGREE & PAY NOW on our order page, and receive a full credit for monies already paid to us. Please email accounts@touchpoint.ltd if you would like to switch from monthly payments to our prepaid option.
Q: How do I make monthly payments?
A: Monthly payments are deducted on the due date each month from your nominated credit or debit card account, via Stripe.
Q: When is my first monthly payment due?
A: Your first monthly payment falls due as soon as you agree to the Terms & Conditions of the Service Agreement on our order page, via any electronic contract, via manual paper-based signing or via any dynamic proposal with payment options included. Payments will then be taken from your nominated funding source each month for the term of our Service Agreement (this is usually 12 months).
Q: What happens if I miss a monthly payment?
A: This stuff happens sometimes. Our policy is to attempt to debit your nominated account, once again, a few days after we receive the dishonour notice. If that second payment dishonours, we will contact you via email.
Q: Are there any fees associated with dishonours?
A: Stripe or your bank may charge you a dishonour fee on each occasion that a payment dishonours. We may also charge you a dishonour fee under the terms of our Service Agreement (Terms & Conditions), but we generally only apply that fee when we have to deal with repeated dishonours.
Q: Who and what is Stripe?
A: Stripe is an international company which manages payments for millions of businesses, like ours. You can learn more about Stripe by visiting their website at stripe.com.
Q: Can I pay some way other than Stripe?
A: For our pay-by-the-month packages Stripe is the only form of acceptable payment. If you wish to utilise our Prepaid option, we are able to accept one-time payments in $AUD only via bank transfer to our nominated bank accounts in Australia. Please contact us at accounts@touchpoint.ltd for details.
Q: Can I pay via cryptocurrency?
A: Yes. We are in the process of coding our website to accept crypto at the checkout. This will be available soon. In the interim please email accounts@touchpoint.ltd if you wish to pay by cryptocurrency and we will organise it with you.
Q: What cryptocurrencies do you accept?
A: We accept all widely traded cryptocurrencies. We will consider payment in all types of crypto assets. Please email accounts@touchpoint.ltd with any proposal that you have in mind.
Q: What is touchpoint.systems?
touchpoint.systems is a marketing systems company that builds data-led, integrated marketing systems for businesses ready to replace guesswork with evidence. The company connects every customer touchpoint — from first impression to repeat purchase — into one accountable system, measured by the revenue it generates. That means business owners know what predictably drives enquiries, sales and ROI so they can invest in their marketing with confidence.
Q. Am I dealing with an Australian company?
A: Yes. touchpoint.systems Pty Ltd is an Australian registered company operating under license from British registered touchpoint.systems IP Ltd.
Q. Who is behind touchpoint.systems?
Tony Gavin, an Australian born internet and technology entrepreneur is the founder of touchpoint.systems. Tony is a 20+ year veteran of digital marketing and has been operating with an offshore tems in the Philippines for more than 15 years.
You can view more information about Tony Gavin by visiting his LinkedIn profile, where you are encouraged to follow and connect with him. Tony divides his time between Brisbane, Australia and Clark, Philippines.
Q: What is Artificial Intelligence (AI)?
A: Artificial intelligence (AI) is the simulation of human intelligence in machines that are programmed to think like humans and mimic their behaviour in some way.
Algorithms play an important role in the structure of artificial intelligence. Put simply, an algorithm is a structured methodology used to achieve a predefined goal. An example of using an algorithm is following a recipe to bake a cake.
Some AI is capable of learning too, which makes it better able to rationalise and solve problems as its level of knowledge expands.
touchpoint.systems uses AI extensively in its service offerings.
Q: What is Cloudflare?
Cloudflare is a CDN that protects against threats such as SQL injection and identity theft. Cloudflare also improves site performance and speeds up loading times by distributing locally cached copies of websites, using their multiple data centres that are located around the world.
Q: Why does touchpoint.systems use Cloudflare?
Cloudflare makes websites faster and more secure. All websites hosted by touchpoint.systems are distributed via the Cloudflare Content Distribution Network (CDN).
Q: What are Divi Themes?
A: Divi Themes creates and maintains a variety of WordPress themes and plugins, built to design visually stunning websites. Divi Themes are currently used by default for all new WordPress websites developed by touchpoint.systems.
Q: Do I have access to all Divi Themes & Tools?
A: touchpoint.systems maintains a multi-site developer license for thousands of Divi Layouts, Themes and Tools, as well as multi-site developer licenses for a wide variety of Divi specific development products. If you want access to a particular tool please email support@touchpoint.ltd.
Q: What is Marketing Automation?
A: Marketing automation is anything that you implement which reduces or eradicates the necessity for human intervention in a marketing process.
A simple example of this would be implementing an automated email that goes to a visitor when they submit an inquiry form via your website. If prior to that, initial responses were manually handled by a person, you’ve just automated a single process. Automate enough of those single processes in an organised and coordinated manner and you have marketing automation at work.
touchpoint.systems uses marketing automation and other types of automation extensively. There are a number of articles about marketing automation our Blog. If you would like to learn more, you should check them out.
Q: What are Reporting Dashboards?
A: Our Reporting Dashboards allow you to monitor certain web metrics via a simple and intuitive interfaces. The dashboards include analytics for your Google Business Profile, website, search rankings, backlinks, Google Ads, and activity on selected social media channels.
Q: Will I have access to a Reporting Dashboard?
A: Clients we are running relevant marketing campaigns have access to our Reporting Dashboards. Clients for whom we are not running campaigns can also request paid access to specific Reporting Dashboards at a small monthly cost, plus a one-time setup fee. If you would like to access these tools, please email support@touchpoint.ltd with your request
Q: How do I access Reporting Dashboards?
A: You will need to visit the relevant Reporting Dashboard and enter the Username and Password provided by us. If you have not received a Username and Password or have lost them, please email support@touchpoint.ltd and request them.
Q: What is open source software?
A: Open-source software (OSS) is software with its source code made available under a license, where the copyright holder provides the rights to study, change, and distribute the software to anyone and for any purpose.
Q: Why use open source software?
A: There are many benefits to using open source software – not the least of which is the fact that it is free. Open source software that is in wide use often has a significant developer community behind it, meaning that source code is constantly being updated, and software to extend the usability of the OSS is always under development.
Q: Why do people create open source software?
A: In many cases, people create and contribute to open source software projects for completely altruistic motives. They want to be a part of something that delivers value to themselves and the developer communities in which they participate. Others participate for the money to be made from extending the functionality of OSS.
Q: Is open source software safe?
A: Not all open source software is created equal. The open source software used by touchpoint.systems emanates from large and reliable developer communities. Whilst that is no absolute guarantee of software integrity, the problems tend to be minimal at most.
Q: What open source software does touchpoint.systems use?
A: Tony Gavin uses the WordPress content management framework for the vast majority of websites that it develops, as well as a wide variety of other open-source software.
Q: What is the Project Management System for?
A: touchpoint.systems operates an extensive Project Management System. The system manages projects and facilitates the easy flow of information between clients, project managers and touchpoint.systems staff assigned to complete work for you.
Q: Will I have access to the Project Management System?
A: Yes. Your Project Manager will invite you to log into the system via email.
Q: How do I access the Project Management System?
A: You will need to visit team.touchpoint.systems and enter the Username and Password we provide. We also offer an app, which you can download to your tablet or mobile phone and enter the system from there.
Q: How do I obtain a Username and Password?
If you have not received a Username and Password or have lost them, please email support@touchpoint.ltd and request them. Our system also uses Magic Link technology if you don’t like managing passwords.
Q: What is WordPress?
A: WordPress is web publishing software for blog or website creation. It is also a highly flexible content management system (CMS) that enables you to build and manage your website.
Q: What is open source software?
A: We have a whole section on this in our FAQ’s. You should read this if you’d like to get a full understanding of the many advantages for your business of using an open source platform like WordPress.
Q: Why does touchpoint.systems recommend WordPress?
A: WordPress is far more than just a content management system (CMS). It provides an extremely robust and extensible platform for almost any kind of website. Rather than trying to be “all things to all people” touchpoint.systems has committed heavily to the WordPress platform and owns a wide variety of commercial developers’ licenses for WordPress themes, plugins and extensions. This allows us to develop exceptional websites, which are affordable for the average small business.
Q: What can WordPress do for my business?
A: WordPress has a bit of a learning curve if you want to be able to do a lot with it yourself. If you just want to make page edits on the fly or post the odd blog, you can learn how to do that competently in less than 30 minutes. If you can operate Microsoft Word, you’ll be able to use WordPress at a basic level.
Q: How much does WordPress cost?
A: As open-source software, WordPress is free to download. The developer community is constantly updating WordPress, and updates are also available for free.
