Technical Support, Included for a Full Year
When you commission a website from us, you are beginning a working relationship rather than simply buying a product. Technical support is our assurance that we do not disappear once the site is live. Twelve months are included with every project, from the day it goes live.
What Technical Support Includes
Support falls into three broad areas. All of it is handled by the same in-house team that built your website, so the people who know it best are the ones looking after it.
Putting things right
Correcting anything that breaks or stops working, responding to errors, and resolving the unexpected issues that occasionally follow a launch.
Keeping things well
Monitoring, updates, backups and security checks, which prevent a good many problems from arising in the first place.
Helping you use it
Small changes, explaining how something works, configuring a tool, and helping your team get comfortable with the content management system.
Twelve months, from going live
The year begins the day your website is available to the public, not from the payment date or the start of the project.
Included automatically
You do not need to purchase it separately or ask for it. It accompanies every website, web application and digital product we deliver.
The same team throughout
Not an outsourced helpdesk. The developers who built your website are the ones who answer when you write.
What Support Does Not Cover
Support and development are different things, and we think it is fairer to be clear about the line than to leave it vague.
- Adding a new feature is development work, quoted separately.
- Building a new page from scratch, or redesigning a section, is a project.
- New integrations with other systems are quoted as development.
- Free support applies where the hosting is managed by us and we hold the credentials.
- Where hosting is controlled by you or a third party without our access, support is chargeable.
- Changes made by others to a site we support may fall outside it.
After the first year you are most welcome to continue with maintenance and support, or to buy prepaid support hours and call on us only when you need to.
Questions We Are Often Asked
If something is not covered here, please do contact us. We would much rather explain it now than leave you uncertain.
Check your business health ↗How quickly do you respond?
We aim to reply within one working day, and usually sooner. Where something is preventing your website from working, please say so when you write and we will treat it accordingly.
How do we reach you?
By email, or on WhatsApp where the matter is urgent. Both reach the same team, and you are welcome to use whichever suits you.
What happens after the first year?
Nothing stops abruptly. You may continue with a maintenance plan, buy prepaid hours to use as needed, or simply contact us when something arises and we will quote it. We would be glad to advise which suits your situation.
Does support cover a website you did not build?
The free year applies to websites we have delivered. For a website built elsewhere, we would be glad to help through prepaid support hours, once we have reviewed it and confirmed we can look after it properly.