Website Support & Maintenance

Proactive Website Care, Not Just Emergency Fixes

Website support shouldn’t be about waiting for something to break. Our approach combines 24/7 automated monitoring with expert human oversight, catching potential issues before they impact your visitors or business operations. When you do need help—whether it’s a quick content update, a new feature, or troubleshooting an unexpected issue—you’re working directly with experienced professionals who know your site inside and out.

This isn’t a generic support desk. Every request is handled with the same care and attention to detail that went into building your site, ensuring solutions that fit your long-term goals rather than quick patches that create future problems.

How It Works

Submit Requests: Use our dedicated support portal to submit questions, report issues, or request changes. Every request is tracked and documented.

Get Quick Response: We review all requests within one business day and provide either a solution or a clear timeline for resolution.

Stay Informed: Receive updates throughout the process, so you always know the status of your request.

Emergency Coverage: Critical issues that affect site functionality get immediate attention, even outside business hours.

What’s Included vs. What’s Not

We handle:
→ Software updates and security patches

→ Bug fixes and troubleshooting

→ Content updates and modifications

→ Performance optimization

→ New feature development

→ Technical consultation and recommendations

Not Included:
Complete site redesigns; full website rebuilds; third-party service management (unless integrated with your site); content creation (we’ll implement it, but writing/design is separate)

Technical Details

Backups: Your site is automatically backed up every night, with backups stored securely on a separate server. We maintain three days of backup history, ensuring your data is always protected.

Monitoring: Automated systems watch your site 24/7, checking for uptime, performance issues, and security concerns.

Updates: All software updates are tested and applied carefully to avoid conflicts or downtime.

Security: Regular security scans and immediate patches for any vulnerabilities.

Emergency Support

While our proactive approach prevents most emergencies, we understand that critical issues can still arise. Here’s what qualifies as urgent and receives immediate attention:

→ Your site is completely down (will not load at all)

→ CMS-powered e-commerce functionality is broken

→ CMS-powered member registration or login is broken

For urgent situations, we respond immediately during business hours and provide after-hours coverage for Pro, Premium, and Unlimited plan members.

Do unused hours roll over to the next month?

Yes, unused hours roll over for one month only. For example, if you’re on the Basic plan (2 hours) and only use 1 hour in May, that unused hour carries over to June, giving you 3 hours total for June. However, that rolled-over hour expires at the end of June—July starts fresh with your standard 2 hours again. This gives you flexibility for busier months while keeping the system manageable.

What happens if I go over my monthly hours?

Additional work is billed at our standard overage rates, which are lower than our regular project rates. This ensures you get priority support while still receiving preferred pricing as a retainer client.

How quickly do you respond to requests?

Response times vary by plan, from 2 business days for Basic to guaranteed 1 business day for Premium and Unlimited. We review all requests within your plan’s timeframe and provide either a solution or clear timeline for completion.

What if I need emergency help outside business hours?

Emergency situations (site completely down, broken e-commerce, or login issues) receive immediate attention during business hours. Pro, Premium, and Unlimited plans include after-hours emergency coverage for these critical issues.

Can I upgrade or downgrade my plan?

Yes, you can change plans at any time. Upgrades take effect immediately, while downgrades take effect at your next billing cycle to ensure uninterrupted service.

What’s the difference between this and hiring a freelancer as needed?

Support plans provide proactive monitoring, faster response times, preferred pricing, and priority scheduling. You’re not competing with other projects for attention—your site is continuously monitored and maintained as part of an ongoing partnership.

Do I need to sign a long-term contract?

No long-term contracts required. Plans are month-to-month, though we recommend staying on a plan for at least 3-6 months to see the full benefits of proactive maintenance and monitoring.

What platforms do you support?

We specialize in Craft CMS and ExpressionEngine websites, where we have deep expertise and can provide the most comprehensive support. For other content management systems, we evaluate each situation on a case-by-case basis to ensure we can deliver the quality of service you deserve.