You wouldn’t leave your laptop without antivirus and updates, so why do the same to your website? New core versions, plugin updates and security patches come out almost every week. With our range of website support options we can help you stay on top of everything.
When you have a support option in place, you can have peace of mind that your website is being looked after while you focus on your business. If you have a problem, or if your website needs attention, our team are on hand to offer you speedy and reliable support to get things back on track as quickly as possible.
Here are some of the key benefits of our website support and maintenance packages
You can expect a speedy response when you get in touch with us. Depending on the option you choose, this may also be subject to an SLA.
Your support hours can be used for updates, but also for tweaks to the website, feature requests and things like technical SEO optimisation.
You’re welcome to email or phone, but with our support portal you can quickly get a message to our team and receive a faster response.
You will receive a report at the end of each month showing how your hours have been used. Your support hours will never go to waste!
An out of date website can quickly result in slow loading speeds and further issues. Regular support keeps your website performing at its best.
Leaving your website to fall out of date often means that later down the line you will need a completely new site or the costs will be higher to get it back on track.
Support doesn’t have to be for urgent issues or updates, it can also be for making further optimisations to improve your website further.
Our support team is made up of developers and designers as well as experts in digital marketing and analytics. This gives you varied and diverse expertise.
Support options contain a number of hours – it’s up to you how you decide to use them. We’ll give you advice when updates are needed.
We have several different support and maintenance packages for you to choose from – depending on the size of your website, the nature of your functionality and the complexity of your website set up.
If you are interested to find out more, complete this form and we will send you a copy of our brochure (containing all of our support and maintenance options and prices) so that you can consider your options.
Once we have sent the brochure, we will look to schedule a conversation where we can work out which package is best for you and talk you through your options for getting started if you would like to proceed.
If you opt for a monthly support package, your support is subject to a service level agreement.
|PRIORITY LEVEL||STATUS||EXAMPLES||RESPONSE TIME|
|Level 1||Urgent||– Site down|
– Site critical functionality not working
|– Respond within 30 minutes|
– Aim to fix within 4 hours
|Level 2||High||– Non critical website functionality affected||– Respond within 4 hours|
– Aim to fix within 1 day
|Level 3||Medium||– Content or bug fix||– Respond within 1 day|
– Aim to fix within 5 days
|Level 4||Low||– Feature request|
– Content addition
|– Respond within 2 days|
– Aim to fix within 7 days
Once you have a support option up and running with us, there are three different ways you can access support when you need help:
Once your ticket has been opened, it will be assigned a unique ID and you will receive updates and feedback on your issue, sent directly to your email address.
Yes – just let us know if you want to upgrade to a different support option.
These packages meet the needs of most of our clients. However, we are happy to put something bespoke together for you if you have additional or alternative requirements e.g. multiple sites, custom functionality, standalone portal.
No – we also support a number of websites which we did not design or build. If you have a site you would like us to support, we ask for an opportunity to review the site first of all so we can understand any custom features.
The help desk is accessible 24 hours a day, 7 days a week for you to log tickets. The support team are available during office hours (Mon – Fri, 9am – 5pm) however out of hours support can be discussed in addition.
We never let your hours go to waste, so if there is a month that your website doesn’t need any updates we will use your hours for proactive improvement. These could be changes you already had in mind, or tasks such as speed optimisations, security patches, technical SEO optimisations and more.