Our website support options – the choice is yours!
Regular maintenance on your site
Ensure your website runs smoothly with guaranteed maintenance
Choose from one of our dedicated website support packages which ensure your website updates, security patches and performance improvements are taken care of.
Each of our packages comes with a monthly activity report, an agreed SLA (service level agreement) on response and fix times and a proactive service that is one step ahead.
Support on tap
We're here when you need us
For when support packages aren’t the right solution, we offer pay-as-you-go (PAYG) website support – just pay for the time you use.
Just log a ticket or get in touch when you need help and we will work to resolve your issue.
Get help now
Here to help with urgent issues
If you are currently encountering an urgent website issue that you need help with, get in touch with our team and we’ll get to work.
This will involve an initial investigation hour charged at £100.00. We’ll resolve the majority of issues in that time, however if it’s more complex we’ll come back to you with a plan to fix.
Gauge current performance
Detailed website audits to help you identify quick wins and strategic opportunities to improve.
Whether you have concerns about your site set up or want tips to improve performance, our website audits offer valuable insights and next steps.
We offer audits of varying detail to suit all budgets – our basic audit is completely free!
Let’s talk about your website support needs
Peace of mind with our support SLA
Our monthly support packages come with a service level agreement so that you have clarity and peace of mind around response and fix times.
| Priority level | Status | Example | Response Time |
|---|---|---|---|
| Level 01 | Urgent | Site Down Site critical functionality not working |
Respond within: 30 minutes Aim to fix within: 4 Hours |
| Level 02 | High | Non-critical website functionality affected | Respond within: 4 Hours Aim to fix within: 1 Day |
| Level 03 | Medium | Content/bug fix | Respond within: 1 Day Aim to fix within: 5 Days |
| Level 04 | Low | Feature request Content addition |
Respond within: 2 Days Aim to fix within: 7 Days |
Why choose us for website support?
Reliable
We do what we say we are going to do and are always here if you need help. If the worst happens, we'll be here to get things back working again ASAP.
Proactive
No time from our support packages ever goes to waste. We use remaining time to undertake proactive improvements to ensure everything is at its best.
Transparent
We'll send a report each month showing how your support time has been used. This includes the impact of improvements we've made e.g. improvement in site load times.
How our support works?
Get started
Choose which package or billing model best suits your business
Request support
Log a ticket 24/7 on our support portal, give us a call or email to get help
Investigation
Receive a response to confirm when your support request is logged and being investigated
Updates & fix
Receive direct email updates on your support request and confirmation when it's resolved.
Feedback
Follow up to check in on any further issues and confirm you are happy with the resolution
What our clients say
Passionate about partnerships
We pride ourselves on being incredibly proactive – always looking for ways to keep your website at its best.
Throughout the year we’ll offer you free strategy sessions to discuss how your website’s performing, objectives for the coming period and we’ll give you an update on the latest news and trends from the digital world.
We go further
Check out our other services
Are you ready to meet your new website support partner?
Get in touch to discuss the right website support option for your business
hello@atelier-studios.com
023 8022 7117
Everything you need to know
Do you only support websites that you built?
Absolutely not – we support lots of websites that we did not design or build.
If you have a website you would like us to support, we will review the website first to ensure we’re comfortable with the set up and any custom features before commencing work.
My website is so difficult to use, is it the end?
Some website content management systems (CMS’) are not user friendly or they might be built in a way which means you can’t make edits easily, increasing reliance on third party support.
We can work with you to improve your editing capabilities or migrate you to a more user friendly CMS, this is often cheaper than launching a new website.
How do I know if my website has issues?
Usually it will be evident through a shortfall in conversions (e.g. sales) or perhaps based on feedback from users or internal teams.
Our 360 audits provide a benchmark based on the most important performance metrics. They identify areas where your website might need some attention. We then present these back to you based on impact, urgency and the effort required to resolve it.
How does it work if I want to move to you from another supplier?
Depending on which services you are moving, it is usually good practice to try and organise some kind of handover with your current provider.
If this is not possible, we do our own investigations into your website. We’ll liaise with you or your current supplier on all of the access we need to move you across and agree a suitable date for the switchover.
Will I be locked into a retainer?
We pride ourselves on offering a range of pay-as-you-go options as well as retained options, depending on your preference.
Our retainers offer maximum flexibility with minimal notice periods to make changes or cancel. We prefer you to stay with us because you want to, not because you have no choice!