Websites
Professional WordPress and business websites, redesigns, landing pages and content-led sites that are straightforward to keep up to date.
Ongoing Support
Support arranged around how much you rely on it
A brochure website that needs occasional content changes and an operational system your staff use every hour are not the same support problem. We agree what your systems actually need, what response times matter and what you are prepared to pay for — rather than selling a generic monthly package.
- Websites, Shopify stores and custom software all covered
- Updates, monitoring, backups and security patching
- Fixes and continued feature development
- Arrangements scaled to how critical the system is
What "support" should actually mean
Support is often sold as a fixed monthly fee with a vague description of what it covers. That suits the supplier more than the client. Some months nothing is needed; other months something important breaks and the arrangement turns out not to cover it.
We would rather be specific. What systems are covered, what is included, how quickly we respond to different kinds of problem, and what happens when something falls outside the agreement. Those questions have concrete answers, and they should be written down before you commit to anything.
Support also is not only about things going wrong. Most of what we do for long-standing clients is small, continuous improvement: a new report, an extra field, a process that has changed, a page that needs adding. That steady development is usually worth more than the emergency cover.
Capabilities
What support can cover
Websites
- Website maintenance
- WordPress core, theme and plugin updates
- Content changes and new pages
- Backups and restore testing
- Uptime and error monitoring
- Performance improvements
Ecommerce
- Shopify support and theme updates
- New products, collections and campaigns
- Checkout and payment issues
- App reviews and consolidation
- Seasonal and peak-period preparation
- Ongoing store improvements
Software and systems
- Software maintenance
- Bug fixes and issue investigation
- New feature development
- Security updates and dependency patching
- Database maintenance
- Integration monitoring and repair
People and advice
- Staff support and training refreshers
- Technical consultancy
- Help deciding what to build next
- Reviews of systems you already have
- Guidance on hosting, tooling and suppliers
- A named point of contact who knows your setup
Questions worth asking any support provider
Including us. If a provider cannot answer these clearly, that tells you something.
- Exactly which systems and which work are covered?
- How quickly will you respond to a problem that stops us trading?
- What counts as outside the arrangement, and what does that cost?
- Who has access to our hosting, domains and accounts?
- Are backups taken, and has restoring from them been tested?
- If we ever move to another supplier, what do we take with us?
In practice
Support arranged around the system
Different systems justify different arrangements. These are the patterns we see most often.
An informational website
Updates, backups, monitoring and occasional content changes. Low volume, predictable, and best handled as a light ongoing arrangement.
An ecommerce store
Ordinary maintenance plus responsiveness during trading peaks, when a checkout problem has an immediate cost.
An operational system staff use daily
Agreed response times, monitoring, quick fixes and a regular allocation of development time for improvements.
A system the business runs on entirely
Closer monitoring, a clear escalation route, tested backups and a planned approach to changes.
Questions
Common questions
Do we have to take a monthly retainer?
No. Some clients prefer an ongoing arrangement with agreed response times and a regular allocation of development time. Others prefer to pay for work as it arises. Both are fine — it depends on how much your business relies on the system.
Can you support a website or system you did not build?
Often, yes. We would start with a review to understand how it was built and what state it is in, then tell you honestly what we can support, what needs attention first and whether ongoing support is sensible.
What response times can we expect?
That is agreed in advance and depends on how critical the system is. Something that stops a business trading warrants a different commitment from a content change, and both should be written down rather than assumed.
What if we only need occasional help?
That is a perfectly reasonable arrangement. We keep familiar with your setup and you contact us when something is needed. It costs less; the trade-off is that you are not holding a guaranteed response time.
Related services
Often part of the same project
Most projects touch more than one of these. We can handle the whole thing or just the part you need.
Shopify & Ecommerce
Shopify stores, ecommerce design, package builders, custom purchasing journeys and tailored store functionality.
Custom Software
Bespoke booking systems, operational platforms, management software, workflow tools and replacements for spreadsheets or outdated systems.
Support enquiry
Tell us what you have, how much you rely on it and what support you need. Existing clients can use this form too — it reaches the same place.
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