Website Support Services With a Response You Can Count On
When something needs doing or something goes wrong, you should not have to wonder who to call. Our support service gives you one team, a defined response commitment, and a record of everything that was handled.
Daily requests, small changes, troubleshooting and an emergency path — all owned by the same people who look after your site.
Something down right now? Request Emergency Support.
1,000+ represents websites served cumulatively, not current actively supported sites. 2 hours means initial response on business days, not a fix time or 24/7 service.
What Website Support Services Include
Support is the human layer of your website care. It is where requests get answered and problems get owned.
Ticket-based requests
Every request is logged, so nothing gets lost in an email thread. You can always see what was asked and what was done.
Small changes and fixes
Content edits, image swaps, small layout tweaks, link fixes and configuration changes — handled within your plan's hours.
Troubleshooting
When something breaks, we diagnose the cause rather than applying a guess, and we explain what happened.
An emergency path
Sites that are down, hacked or broken jump the queue through the emergency route, with priority over routine work.
Defined response commitments
Response times are agreed up front, so you know what to expect instead of hoping someone answers.
Escalation that goes somewhere
If a request needs more than routine support, it becomes a scoped piece of work rather than sitting unresolved.
How a Support Request Flows
A simple, predictable path — so you always know where your request stands.
1. Submit
Send the request with the site URL and a short description. No passwords needed.
2. Triage
We confirm the request, its priority and roughly how much of your hours it will use.
3. Resolve
We do the work, verify it on the site, and tell you when it is done.
4. Record
It goes into your log and monthly report, with the hours it used.
Related: How our service works · Website Maintenance Services
Response Expectations
Response time is not fix time. What we commit to is how quickly a real person picks up the issue and starts working on it.
| 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 |
Exact response times are defined in your agreement. "2 business hours" is an initial response commitment on business days — not a guarantee of a fix, and not 24/7 coverage.
Is a Support Plan Right for You?
A good fit
- You want one place to send website requests and problems
- You need small changes handled without hiring in-house
- You value a defined response commitment over "best effort"
- You want a record of what was requested and what was done
Not the best fit
- You need a one-time fix, not ongoing support
- You are planning a full redesign or migration
- You want unlimited requests with no scope boundary
- You are looking for the lowest possible price and accept the trade-off
Website Support Services FAQ
What is the difference between support and maintenance?
Maintenance is the routine work that keeps a site healthy — updates, backups, monitoring and checks. Support is what happens when you need something: a request, a question or a problem. In practice they run together under one plan.
How fast will you respond?
Critical issues — site down, hacked or checkout not completing — get an initial response within 2 business hours. Other requests are prioritised and answered in order. Exact response times are defined in your agreement; response time is not the same as fix time.
Do I get a person or a ticket system?
Both. Every request is logged as a ticket so nothing is lost, and a person owns it until it is resolved. You can see what was requested, what was done and when.
What counts as a support request?
Content changes, small fixes, questions, troubleshooting and configuration help. Larger work — new features, redesigns, migrations — is scoped separately, and we tell you which category a request falls into before starting.
Can I reach you in an emergency?
Yes. There is an emergency path for sites that are down, hacked or broken. It runs through the same team and the same records, with priority over routine work.
Is there a limit to how much I can request?
Your plan includes a defined number of engineering hours per month. Routine requests draw on those hours, and anything beyond them is quoted at the agreed overage rate or handled by moving up a plan. There is no hidden ceiling — just a clear one.
Do you support sites you did not build?
Yes. Support does not depend on who built the site. We start by reviewing the site and access so we understand what we are taking on.
What if I only have occasional needs?
A support plan works best for ongoing needs. If your requests are rare, a one-time fix or an assessment may fit better — we will say so rather than sell you a plan you do not need.
Pair Support With the Rest of Your Care
Give Your Website a Person to Call
Send the site URL and your main concerns. We will help you choose the right level of ongoing support.
Need urgent help? Request Emergency Support.