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Support that's agreed in writing, not assumed

A website or a piece of software is never finished; it's maintained or it decays. Our website maintenance and software support is a written arrangement that says what's covered, how fast we respond and how you reach us.

Right for
sites and software we built, and ones we didn't
Starts with
a short review, then a written agreement
Your site, week by week: a steady trace with one request caught and fixed

What it covers

  • Fixes when something breaks.
  • Updates and security patches for the platform and its parts.
  • Small improvements: a new section, a new field, a new report.
  • Monitoring and backups.
  • Content changes, if you'd rather we do them.
  • Larger upgrades, quoted separately when they come up.
Illustration: in a terminal, a fix for the checkout button on iOS Safari is committed and pushed; checks pass and it deploys to production. The support ticket then goes from Open to Fixed, a “Deployed” chip lands and the client reacts with a thumbs up.

How it works

A written agreement with the coverage, the response time on working days, how requests are sent, the monthly hours or the fixed list, the price and the renewal date. One channel for requests. A short monthly summary of what was done and what to plan for.

Sites and software we didn't build

We take those on too, after a short review, so we know what we're taking on and can tell you honestly what state it's in.

What you get back

The review, written up

your-existing-site.example

fine
5
pendingUpdates
1

Then a written support agreement, or a plain answer if it's better rebuilt.

  • Access
  • Backups
  • Updatespending
  • Speed
  • Security
  • Forms
Support agreementWhat's covered

Coverage

Response time on working days

How requests are sent

Monthly hours or a fixed list

Price

Renewal date

What it isn't

Not a marketing retainer. Not unlimited work. Not a promise we haven't written down.

  • Marketing retainer
  • Unlimited work
  • Anything not written down

Questions

Response times, starting without a project, and bigger work.

How fast do you respond?

As fast as the agreement says. Response times are set per client and written down.

Can we start support without a project?

Yes. We review what you have, then propose an arrangement.

Read the guide: What website maintenance includes, and what to get in writing

What if we need something bigger than support covers?

It's quoted separately, so support stays predictable.

What does it cost?

It depends on what you need. Tell us about the project and we'll send a written quote with the scope, timeline and what's included.

From the Blog

Tell us what you need looked after.

We reply within 24 hours.

What is it about? Optional, pick any