To ensure transparency and an efficient service, this article outlines the boundaries of our support and maintenance contracts. Effective documentation serves to improve your satisfaction by anticipating questions and addressing potential grey areas before they arise.
What is Website Maintenance?
Maintenance is the proactive preservation of your existing digital asset. The goal is to keep your site secure, updated, and performing at its baseline. These tasks can happen largely in the background and include:
- Software Updates: Daily automated updates and monthly manual check-ups for the CMS core, themes, and plugins.
- Security & Monitoring: Continuous firewall protection, proactive malware scanning, and security hardening.
- Performance Tuning: Automated image optimization and caching to maintain fast load speeds.
- Disaster Recovery: Secure, off-site backups (daily or weekly) to ensure your data is always protected.
Included Support: The 30-Minute Rule.
Our support plans include "Standard Changes." These are minor technical or content edits that take a technician 30 minutes or less to execute end-to-end.
Examples of included support tasks:
- Content Updates: Editing existing text or swapping images and logos.
- Navigation: Modifying menu items or updating contact information.
- Publishing: Publishing pre-formatted blogposts or new news articles.
- Minor Fixes: Fixing small layout breaks caused by system updates.
- Telephone/Video Support: Advice on how to complete a task on your website, how WordPress functions, etc.
Out-of-Scope Work: Web Development.
Requests that exceed the 30-minute threshold or fundamentally change the site's capabilities are classified as "Billable Development." These are treated as separate projects to ensure dedicated resources and strategic planning.
Examples of out-of-scope tasks:
- New Capabilities: Creating entirely new pages, landing page layouts, or custom post types.
- Structural Changes: Major theme overhauls or structural redesigns.
- Advanced Features: Configuring e-commerce portals, membership systems, or complex API integrations.
- Strategic SEO: Advanced keyword research and search engine optimization campaigns beyond technical maintenance.
How to Access Support.
To access support, simply call our support team on 0330 123 4000, drop an email to support, or raise a support ticket here.
How to Request a Change.
If you have a request that falls outside of routine maintenance, we follow a simple "Change Request" process. We will provide an assessment of the impact on your budget and timeline for your approval before work begins, ensuring there are no surprise invoices.
All the above is also cover under the Service Level Agreement (SLA) in our terms and condition.
