AI and website FAQs for businesses and professional firms

Pylon Digital is a Melbourne AI, app and web development company. We build websites and custom apps for established businesses, and AI for law, accounting and advisory firms: setting up tools such as ChatGPT or Copilot properly, private AI for sensitive documents, AI agents, automation, integrations and practice reporting. We then host and look after them month to month. The full line-up of ten services is on our services page.

We build websites and custom apps for established businesses of every kind, from clinics and trades to retailers, not-for-profits and professional firms. Our AI services are built for law, accounting and advisory firms of 10 to 100 people, usually through a managing partner, practice manager or COO. See how we help law firms, accounting firms and advisory firms.

No. We are based in Melbourne and work with businesses and professional firms across Australia. The systems we build connect to cloud software such as Xero, Actionstep, LEAP and Microsoft 365, so your location rarely limits what we can do. We hold discovery calls and project meetings by video, so where you are based makes little difference to how we work together.

Engagements follow one path: a free 45-minute discovery call, then Enable, Build and Run. Enable puts AI into a business safely, through AI Setup for public tools or Private AI for sensitive work. Build delivers a specific system, such as an AI agent, a partner report, an app or a website. Run keeps it hosted, monitored and current on a monthly Run service. Website and app projects usually go straight to Build.

In 45 minutes, at no cost, we look at your systems, where your team's time goes, and what concerns you about AI, your website or data. By the end you know whether we can help, which service fits and how it is priced. If there is a fit, we follow up with a written proposal setting out the scope, price and timeline. You can book a discovery call online.

Pylon Digital works in partnership with Key IT, an IT business. That IT background is why we run what we build. Our Run services cover hosting, monitoring and support, so you are not left with a system nobody maintains. Our about page explains the relationship.

Because we build and then run what we build, under one roof. Many AI consultants hand over and leave, many web agencies do not handle security, and many managed IT providers do not build AI. We do all three, and for professional firms we already know their systems, such as Xero Practice Manager, Actionstep and LEAP. Read why we build and run under one roof.

No. We build on the systems your business already uses, such as Xero, Xero Practice Manager, MYOB, Actionstep, LEAP, Clio and Microsoft 365. If a system offers an API or a scheduled export, we can usually connect to it. Where systems need joining up first, that work sits under integrations and custom tools, which we quote per job.

Client data for the systems we build and run is stored in fully GDPR-compliant data centres. Access is limited to the people and systems that need it, and your proposal sets out how your data is handled. Public AI plans your firm licenses directly follow their provider's own terms. Our security and data residency page has the detail.

For the systems we build, our aim is to use AI services whose business terms exclude your data from model training, and we show you those terms before the build starts. Public tools vary: training and retention settings for ChatGPT, Claude, Copilot and Gemini depend on the plan, so AI Setup includes switching on the opt-outs each provider offers. See where ChatGPT stores your data.

Only the people who build and support your systems, and only for that work. We agree the access arrangements with your firm before a build and record them in the handover documentation. Inside your firm, we set access by role so staff see only what their job needs, and connections to practice systems are read-only wherever the task allows. Where your systems support single sign-on, removing someone's firm account removes their access to connected tools.

Your firm's obligations under the 13 Australian Privacy Principles stay with your firm, so we make them easier to meet. Each system's handover documentation records what personal information it uses, where it is kept and who can see it, so your firm can answer questions from clients and regulators. Read our plain-English guide to AI and the APPs.

If a system we run for you is involved, we tell your firm promptly and help you respond, as set out in your client agreement. Under the Notifiable Data Breaches scheme, organisations covered by the Privacy Act must take reasonable steps to assess a suspected breach within 30 days and, if it is likely to cause serious harm, notify affected people and the OAIC as soon as practicable.

It depends on the account and how it is set up. A personal account gives your firm no oversight or admin control. A business plan configured with single sign-on, admin controls, training opt-outs and a clear usage policy suits many everyday tasks. For confidential client files, Private AI keeps documents in a system built for your firm. See how to set up ChatGPT Business securely.

Ask us before you sign. We answer questions about our own security controls in writing, and you can send your firm's vendor security questionnaire before the discovery call. We use the Australian Signals Directorate's Essential Eight as a reference point, and we don't describe our controls as aligned to it without stating a maturity level.

Your client agreement sets out how your firm's data is returned to you and deleted from the systems we run when you leave. Each system comes with handover documentation showing where data lives, how it is connected and who has access, so your own IT team or another provider can take it over. That documentation exists so you do not depend on us to understand your own systems.

Each service has a set pricing model, so you know the shape of the cost before we talk. AI Setup is a fixed fee with optional monthly admin, and website builds are fixed-fee projects. Private AI, AI Agents, AI Automation and Practice Reporting are a setup fee plus a monthly fee. Website Care and Managed AI are monthly tiers. App Development and Integrations & Custom Tools are quoted per job.

We quote every service in writing after the free discovery call, because the price depends on scope: the systems we connect, the staff using a tool and the pages a site needs. AI Setup and website builds are fixed fees; Private AI, AI Agents, AI Automation and Practice Reporting are a setup fee plus a monthly fee; App Development and integrations are quoted per job; Website Care and Managed AI are monthly tiers. You get the price in writing first.

No. We price by the job, not the hour: a fixed fee for a defined project, a setup fee plus a monthly fee for systems we build and run, or a monthly tier for ongoing care. App Development and integrations are quoted per job after scoping. That gives you a known number to approve. If the scope changes mid-project, we agree the change and its price in writing before doing the work.

Not for projects: AI Setup, website builds, apps and integrations are one-off fees agreed in writing. Monthly services, such as Website Care, Managed AI, AI Setup's optional monthly admin and the monthly part of a setup-plus-monthly service, run on the term and notice period set out in your written agreement, which also explains how you take your data and documentation with you if you leave.

A Run service keeps what we built working after launch. Website Care covers hosting, security, updates, small edits and AI-visibility monitoring for your website. Managed AI covers hosting and monitoring of agents, automations and private AI, plus seat administration for public tools such as ChatGPT or Copilot. Your proposal sets out what your level includes, such as editing time and response times.

We recommend it, and for systems we host we explain in the proposal what happens if you choose not to continue. Anything connected to other software needs ongoing care: vendors change their APIs, staff join and leave, AI models are updated and websites need security patches. Without that care, a system that works in month one can quietly stop working by month six.

Book the free 45-minute discovery call. We learn what you need and which systems you use, then send a written proposal with the scope, price and timeframe. Named products such as Practice Reporting have a set pricing model, so the proposal confirms a figure you can expect rather than surprising you.

An AI agent is software that uses a language model to carry out a task, not just answer a question. It can read an email, check a system, draft a reply or send a reminder, following rules your firm sets. Ours take on repetitive work such as chasing documents, intake and overdue reminders, with a person approving what leaves the firm. Our glossary has a short definition of an AI agent.

Six, each built for one job: the Document Chaser, the Client Intake Agent, the After-hours Receptionist, Debtor Follow-up, the Inbox Agent and the Drafting Assistant. Each is sold as a named product by Pylon Digital and configured to your systems and wording. The AI agents overview compares what each one does and which firms it suits.

Not unless your firm has approved it. A person approves anything that leaves the firm, such as a client email or payment reminder. Where an agent has to respond live, like the After-hours Receptionist on a call, it works only from wording and booking rules your firm has approved in advance, and hands anything else to a person.

The audit log records every action an agent takes: the time, the client or matter it related to, what was drafted or sent and who approved it. Partners can check exactly what happened on any file, which helps with supervision and with answering client questions. Your agreement sets how long the log is kept, and only people your firm approves can read it.

No. Our agents handle admin, not advice: chasing documents, collecting intake details, booking meetings, sending reminders and preparing first drafts. They are instructed to decline advice questions and pass them to a person at your firm. Anything close to advice, such as a letter from the Drafting Assistant, stays a draft until a qualified person at your firm reviews and approves it.

Agents run on infrastructure we manage under Managed AI, with client data stored in fully GDPR-compliant data centres. They connect to your systems, such as Xero Practice Manager, Actionstep, LEAP, Clio or Microsoft 365, with access limited to what each agent's job needs. Your proposal lists each service an agent uses, and our security and data residency page explains how we protect client data.

Because a person approves outgoing messages and drafts, a mistake is usually caught before it reaches a client: the approver edits or rejects the draft, and the audit log shows what happened. AI models can produce confident but wrong output, which is why the approval step exists. Under Managed AI we monitor each agent and adjust its instructions and rules so the same mistake is less likely to recur.

The timeline and price depend on the agent, so both are set out in writing after the free discovery call. Most of the time goes into agreeing wording and approval rules with your team, connecting your systems and testing on sample cases before any client sees a message. Agents are priced as a setup fee plus a monthly fee.

It means the site is fast, readable HTML with a direct answer at the top of each page, accurate structured data and consistent details about your business, so search engines and AI assistants such as ChatGPT, Perplexity and Google's AI Overviews can read and quote it. Our guide to getting recommended by ChatGPT and Google explains the approach.

No. Nobody can promise rankings or AI citations, because Google and the AI assistants decide what they show. What we can do is remove the avoidable reasons a business is overlooked: slow pages, content hidden behind JavaScript, vague service pages, missing structured data and inconsistent business details. Under Website Care we then monitor how your business appears in search and AI answers.

Yes, for everyday content such as news, team profiles, menus, products and service pages, without needing a developer. We confirm the editing tool in your proposal and train your team to use it. Layout changes and new page types sit with us, and Website Care includes small edits if you would rather send changes than make them.

Accessibility is part of the build, not an extra. We build websites to target WCAG 2.2 level AA, the current version of the W3C's accessibility standard, and test before launch with an automated checker plus a manual keyboard and screen-reader pass. That covers colour contrast, keyboard navigation, visible focus, form labels, alt text and captions. Our own accessibility statement shows the approach.

Websites under Website Care are hosted in fully GDPR-compliant data centres, and form submissions are stored there too. Website Care is a monthly tier that covers hosting, security, updates, small edits and AI-visibility monitoring, so the site stays fast and secure after launch without your team having to manage it.

A Websites build is a fixed-fee project, quoted in writing after the free discovery call along with a launch date. The main factors are the number of pages, how much content we write for you and how quickly your team reviews drafts. Hosting and care after launch are a separate monthly Website Care tier.

Yes. Content writing is part of Websites rather than a separate service. We draft each page in plain English with a direct answer at the top, which suits busy readers, Google and AI assistants alike, and your team reviews every page before it goes live. Service pages are written in your industry's language, not generic marketing copy.

Not if the move is planned properly, although nobody can promise rankings. We map every existing page to its new address with permanent (301) redirects, keep the content that already performs and check Google Search Console for errors after launch. Most of the risk in a rebuild comes from broken links and lost pages, and planned redirects address both. Our law firm website checklist covers the rest.