Support and maintenance

We value long term relationships, offering friendly and flexible support for your website

We support most of the sites that we build, but we are also always happy to take over support for sites built by other agencies. Our dedicated support team ensure that we always have the resource to help our clients with urgent requests and upgrades.

Support SLA/retainer overview

We offer website support and maintenance retainers to all our clients. We try to provide as much flexibility as possible, and the number of hours you pay into your retainer every month varies from client to client, depending on their needs and how many sites they have to support.

As part of the SLA we will ensure that website security updates are applied in a timely manner, and any other upgrades are also part of the SLA eg plugin updates, module updates and PHP server upgrades.

In addition to the essential updates to keep your site secure and up to date, we have a dedicated development team that can carry out any coding requests or upgrades, as well as use of our design team or strategy team.

We don’t work on a use it or lose it basis, instead we allow any unused hours to simply roll forward to the next month, giving our clients the option to have busier periods with lots of support requests and slower periods, without losing their hours.

We have a dedicated support team that you can email or call that will respond to your query. The response rates are set in the SLA depending on urgency of the request and we will always get back to you in a timely manner. We put a lot of value on our long standing client relationships and pride ourselves on offering a friendly and approachable service.

Migrating support (and hosting) to us from another agency

It is not uncommon for us to be asked to take over support and hosting for sites built by other agencies. We have done this many times and have a clear process in place.

We can provide a clear list of steps for the migration, including what to ask the incumbent agency for. We will always spin up a testing copy of your site on our servers first so that you can be confident everything works as intended.

At this stage we will also carry out a code audit to pinpoint any issues and to familiarise ourselves with the setup and potential integrations.

Once you are happy we will liaise with your existing hosting and DNS provider to facilitate a smooth transfer.

Technologies that we can support

We can support most sites built in Wordpress, Drupal, Craft, Umbraco or Laravel.

What to expect from our support retainer

Dedicated support: Many agencies have developers being pulled from projects onto Support, back and forth. Our approach is to have a ring-fenced support team to ensure focused and timely responses.
Regular review meetings: Your Support service should continuously strengthen your digital marketing and communication. We take a highly proactive approach, including regular review meetings to discuss fresh ideas.
Security updates: Keeping your site secure is pivotal to us and have processes in place to proactively monitor for new security updates on an on-going basis. We will apply these to your site as part of the retainer, so that you can feel confident your site is always up to date.
Training and consultancy: Screen share or face to face - we are happy to provide ongoing training for your site and your staff. For smaller queries just give us a call or send an email, and we will talk you through how to solve the problem. We can also provide bespoke documentation for your site.
GDPR compliance: GDPR compliance was not a one-time undertaking. The new law requires an ongoing duty of care. We have procedures in place to regularly monitor GDPR compliance for our Support clients.
Monthly reports: Our Support clients receive a clear monthly report of how their time is being spent. Surplus support time, unused in the month, rolls forwards so that your resource time is not wasted.

I just wanted to say a big thank you for all your support, help and expertise on the development/launch of the new website. I am most grateful for everything you have done. Our CEO Robin Jackson is very pleased with it. The new site looks fantastic and will provide us with a superb professional image going forward.

ADR International

Are you looking for an agency to support your website?

If so, get in touch with us and we will get back to you for an initial chat.

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