Website Care

Reliable & Secure Website Care

Your website is a vital part of your business, and keeping it secure, up-to-date, and performing at its best requires ongoing care. Our Website Care package provides a reliable, structured support system, ensuring your website remains secure, functional, and optimised. With an annual allocation of support time, a dedicated Web Care Hub for real-time maintenance tracking, and access to expert support, you can have complete confidence in your website’s performance.

Below, you’ll find an overview of what’s included in your Website Care package.

Included Support: Essential Website Support

Your Website Care package includes a set annual allocation of support time, which can be used for website maintenance, updates, and other requests throughout the year e.g. CMS guidance, troubleshooting and small text/image updates.

The annual amount of support is described in your Scope of Work and/or Order Form.

You can request updates on your annual support time usage by emailing our team at [email protected].

Additional Support & Enhancements: Website Care +

Our Website Care + package provides additional support for ongoing improvements, new pages, design updates, and enhancements beyond essential support.

This service ensures your website stays fresh, functional, and aligned with your evolving business needs.

The number of Website Care + support days included is outlined in your Scope of Work and Order Form.

You can request updates on your Website Care + time usage by emailing our team at [email protected].

PAYG Support

If your Website Care package does not include support hours, you can purchase Pay As You Go (PAYG) time as needed. PAYG services have no monthly commitment but require pre-payment before any work is carried out.

For more information, please contact us.

Support desk and team

Our customer service and help desk is available Monday to Friday, 9 AM – 5 PM (excluding public holidays).
Throughout your Website Care contract, you’ll have access to our Digital Project Team, ensuring that support tasks are handled efficiently, on time, and within budget.

Response time

We aim to respond to all requests within our office hours.
The Business Critical and Non-Critical Response Time SLA is described in your Scope of Work and/or Order Form.

Resolution time

Our development team will begin investigating and addressing your request as soon as possible. Please note:

Code deployments are not carried out on Fridays to ensure that any issues can be properly monitored during working hours. Development work is scheduled Monday–Thursday to prevent potential disruptions at peak times.

The Business Critical and Non-Critical Resolution Time SLA is described in your Scope of Work and/or Order Form.

Out of hours support

Urgent business-critical issues will be reviewed and addressed via our ticketing system outside normal office hours. Non-critical issues will be responded to on the next working day.

If your package does not include out-of-hours support, any required assistance will be billed at our standard hourly rate.

Maintenance Reporting

Your personalised Web Care Hub provides real-time maintenance reporting for your WordPress website, including plugin updates, security patches, and performance checks.

You can request updates on your annual support time usage by emailing our team at [email protected].

Billing

Website Care contracts are billed in 15-minute increments to ensure fair pricing. You won’t be charged for a full hour unless the work requires it.

Pay As You Go services have no monthly commitment but require pre-payment.

Please review your Scope of Work and Order Form for billing details.