Website Support & Maintenance
Your website is crucial to your business—but who’s watching over it when you’re focused on everything else? While you’re running your organization, we’re making sure your site stays secure, updated, and performing at its best.
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.
What Sets Our Support Apart
Personal Attention
You work directly with Block 81, not a rotating cast of support technicians. We know your site, your business, and your goals.
Proactive Monitoring
24/7 automated monitoring catches issues early, often resolving them before you even know there was a problem.
Responsive Communication
Business-day response to all requests, with clear timelines and updates throughout the process. Emergency situations get immediate attention.
Prevention-Focused
Regular updates, security patches, and performance optimization prevent problems rather than just fixing them after they occur.
Considering ongoing support for your website?
Contact us to discuss which plan fits your needs best.
Support Plans
Essential Maintenance
For sites that just need to stay updated and secure.
- Monthly CMS updates
- Continuous uptime monitoring
- Continuous malware monitoring
- Full site nightly backups
- Emergency support for critical issues
Basic Support
For the small business site needing 1-2 requests every month or two.
- 2 hours of support requests
- 2 business days response time
- Monthly CMS updates
- Monthly hours report
- Continuous uptime monitoring
- Continuous malware monitoring
- Post-crash site restoration within 6 hours
- Full site nightly backups
- Priority scheduling for new project requests
Pro Support
For the busy site that needs a handful of updates each month.
- 4 hours of support requests
- 1 business day response time
- Quarterly performance audit
- Monthly CMS updates
- Monthly hours report
- Continuous uptime monitoring
- Continuous malware monitoring
- Post-crash site restoration within 4 hours
- Full site nightly backups
- Priority scheduling for new project requests
Premium Support
For the larger, popular site that is constantly in flux.
- 10 hours of support requests
- Guaranteed 1 business day response time
- Quarterly performance audit
- Annual accessibility audit
- Monthly CMS updates
- Monthly hours report
- Continuous uptime monitoring
- Continuous malware monitoring
- Post-crash site restoration within 2 hours
- Full site nightly backups
- Priority scheduling for new project requests
Unlimited Support
For high-traffic sites and organizations that need extensive ongoing development.
- Unlimited hours of support requests
- Guaranteed 1 business day response time
- Quarterly performance audit
- Annual accessibility audit
- Monthly CMS updates
- Monthly hours report
- Continuous uptime monitoring
- Continuous malware monitoring
- Post-crash site restoration within 2 hours
- Full site nightly backups
- Priority scheduling for new project requests
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.
Ready to Get Started?
Proactive website support means fewer headaches and more time to focus on your business. Let’s talk about how Block 81 can keep your site running smoothly while you focus on what matters most.
Every plan includes a detailed onboarding process to ensure we understand your site, your business, and your goals.
Let us help you choose the plan that fits your needs or explore a custom solution tailored specifically for your organization.
Frequently Asked Questions
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.
You have won the award for being my favourite person today! You have seriously saved our communication bacon by taking care of this so swiftly.
Megan · Sticky Business
