Support

We keep your website in excellent health with our support packages.

Hosting

If you would like us to take care of your hosting, we can do this for you. We’ll host your site on a UK-based service, with access to a staging site which allows us to test changes on your website before pushing them to the live site.

Bugs Fixes

If you run into any issues with your site’s functionality, we’re on hand to put it right. The best way to log a bug or error is through our support desk. With staff checking the desk at regular intervals during the day, you can be sure that your queries and requests will be acknowledged and addressed swiftly.

Updates

When you launch a website, it needs TLC to keep it running smoothly. This involves running regular updates for your CMS software, extension or plugins, and security. If you need an update made, we’re on hand to help. We’ll make the necessary updates, then check over your site to ensure everything is still running well.

New Feature Requests

If you wish to make any changes, minor or major, to your live website, then you can email our sales team on [email protected] This could be anything from changing blocks of content, adding new landing pages, to creating custom tools. We’ll determine whether it is considered an ad hoc support request, or a new project on its own.

Frequently Asked Questions

Our standard turnaround for urgent work (for example, if your site is down, hacked, or major features are broken) is 1 working day. For non-urgent tasks, the turnaround is between 2 and 3 working days.

We operate a ticket system on our support desk which helps us to streamline task creation for our team, speeding up the support process. If you have any support issues, you should send an email to [email protected] with details of the problem so we can investigate fully. The ticket system is helpful as you can add screenshots, browser details, and other issues which will help us identify and fix the problem.

So that you only pay for the work we do for you, rather than paying a monthly retainer, we operate a timesheet system. When you log a support ticket, we’ll give you a price estimate for the task based on the hours it will take us to complete it. You pay for these hours of work, plus the cost of any new software or tools you may need as part of the solution.