Website Support & Maintenance
Updated, Secure & High Performing
Keeping your website up to date is essential. Not only does it ensure your website stays secure, but it also ensures that it continues to perform well.
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.
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Features of Our Website Support & Maintenance
Here are some of the key benefits of our website support and maintenance packages
Fast Response Times
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.
Flexibility
Your support hours can be used for updates, but also for tweaks to the website, feature requests and things like technical SEO optimisation.
Support Portal
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.
Transparency
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!
High Performance
An out of date website can quickly result in slow loading speeds and further issues. Regular support keeps your website performing at its best.
Reduced Costs
Leaving your website to fall out of date often means that later down the line you will need a completely new site or the costs will be higher to get it back on track.
Proactive Help
Support doesn’t have to be for urgent issues or updates, it can also be for making further optimisations to improve your website further.
Varied Support
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.
Controlled By You
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.
Website Support Service Level Agreement (SLA)
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 |
How To Access Our Support
Once you have a support option up and running with us, there are three different ways you can access support when you need help:
- Log a ticket on our Support Portal
- Call the office and a member of the team will open a ticket on your behalf
- Email our support email address which will automatically open a new support ticket
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.
Website Support & Maintenance Frequently Asked Questions (FAQs)
Can I upgrade my package at any time?
Do you only have these fixed support options?
Do you only support websites that you built?
When can I log a support ticket?
What if there is a month that my website doesn’t need any updates?
Yes – just let us know if you want to upgrade to a different support option.
