How Our Service Works: Written, Tracked, Predictable
You should not have to chase a provider to find out what is happening. Our service runs on a simple, documented process — most of it in writing — so every request has an owner, a scope and a record.
Less back-and-forth, more work actually done. Here is exactly how a request moves from your message to a finished job.
Something down right now? Request Emergency Support.
The Four Steps
Every request follows the same path. That consistency is what makes the service predictable.
1. Submit the request
Send the site URL and a short description of what you need. No passwords or login details required at this stage.
2. Review and scope
We confirm the request, its priority and roughly how much of your plan's hours it will use, then tell you before starting.
3. Fix and test
We do the work in a controlled way — staged where it matters — and verify it on the site before calling it done.
4. Record it
The work is logged with the hours it used, and it appears in your monthly report so nothing happens invisibly.
Why the Work Is Async and Written
A lot of agency time disappears into meetings. We put that time into the work instead — and keep a record you can rely on.
It leaves a record
Every request, decision and change is written down, so there is never a dispute about what was agreed.
It works across time zones
You send when it suits you and we pick it up from there. Nobody has to wait up for a call, and nothing depends on remembering what was said in one.
It protects your hours
Time goes into fixing and testing instead of scheduling and status meetings. You pay for work, not coordination.
When a call genuinely helps — a scoping decision, a complex problem, a project kick-off — we will arrange one. It is a tool, not a default.
Working this way is also what makes a different time zone workable. The request, the decision and the result stay in one place instead of depending on who is awake. Coverage runs on business days, and the response window for each priority level is stated on this page — so you always know when to expect an answer, and what the promise does not cover.
Priority and Response
Not every request is equal. Sorting by impact is what keeps urgent work from sitting behind routine work.
| Priority | Typical trigger | Initial response |
|---|---|---|
| Critical | Site down, hacked, or checkout not completing | Within 2 business hours |
| High | Broken forms, failed updates, visible page errors | Prioritised ahead of routine work |
| Standard | Content changes, small requests, questions | Scheduled, with a stated timeline |
Response time is not fix time. Exact response times are defined in your agreement; "2 business hours" is an initial response on business days, not a 24/7 guarantee. See emergency support →
Access and Security
Good work starts with handling your site and accounts carefully.
Least-privilege access
We use the smallest level of access needed, and you keep ownership of your accounts throughout.
Backup before change
Risky changes are preceded by a fresh backup, so there is always a way back.
Access revoked cleanly
When access is no longer needed, it is removed — and we can show you what we hold.
Read more: Security & Website Access.
What You Get at the End of the Month
A maintenance report
What was updated and checked, what monitoring caught, what was fixed, and how much of your included hours were used. If nothing went wrong, the report still shows what was verified.
A usage ledger
A simple record of the tasks done each month, the hours each used, and your remaining balance — so the fee is never a mystery.
You always know what was done, what it cost, and what is left.
How It Works FAQ
Does this mean we never talk?
No. Most work is handled in writing so there is a clear record, but we will arrange a call or a meeting when something genuinely calls for it — a scoping decision, a complex problem or a project kick-off.
Why is the process written rather than live?
Written updates work across time zones, leave a record of what was agreed and done, and free up the hours you pay for to go into the work itself rather than into scheduling calls.
How do I know what is happening with my request?
Every request is a tracked item. You can see what was asked, what was done and when, and your monthly report summarises the month in one place.
What if something is urgent?
Urgent and emergency issues follow a priority path — sites that are down, hacked or losing orders jump ahead of routine work. See the emergency support page for how that works.
Do I have to choose a service before I write?
No. Send the situation and we will help identify the right starting point — maintenance, support, an emergency response, or a one-time project.
How is my access handled during the work?
We use least-privilege access, keep your accounts in your name, and revoke access when it is no longer needed. See Security & Website Access for the details.
Start a Request the Simple Way
Send the site URL and what you need. You do not have to choose a service first — that is our job to help with.
Need urgent help? Request Emergency Support.