Website Support & Maintenance

Updated, Secure & High Performing

 

Keeping your website  up to date is essential. Not only does it ensure your website stays secure, but it also ensures that it continues to perform well. 

 

You wouldn’t leave your laptop without antivirus and updates, so why do the same to your website? New core versions, plugin updates and security patches come out almost every week. With our range of website support options we can help you stay on top of everything.

When you have a support option in place, you can have peace of mind that your website is being looked after while you focus on your business. If you have a problem, or if your website needs attention, our team are on hand to offer you speedy and reliable support to get things back on track as quickly as possible.

Features of Our Website Support & Maintenance

Here are some of the key benefits of our website support and maintenance packages

Fast Response Times

You can expect a speedy response when you get in touch with us. Depending on the option you choose, this may also be subject to an SLA. 

Flexibility

Your support hours can be used for updates, but also for tweaks to the website, feature requests and things like technical SEO optimisation.

Support Portal

You’re welcome to email or phone, but with our support portal you can quickly get a message to our team and receive a faster response.

Transparency

You will receive a report at the end of each month showing how your  hours have been used. Your support hours will never go to waste!

High Performance

An out of date website can quickly result in slow loading speeds and further issues. Regular support keeps your website performing at its best.

Reduced Costs

Leaving your website to fall out of date often means that later down the line you will need a completely new site or the costs will be higher to get it back on track.

Proactive Help

Support doesn’t have to be for urgent issues or updates, it can also be for making further optimisations to improve your website further.

Varied Support

Our support team is made up of developers and designers as well as experts in digital marketing and analytics. This gives you varied and diverse expertise.

Controlled By You

Support options contain a number of hours – it’s up to you how you decide to use them. We’ll give you advice when updates are needed.

Website Support Packages – Pricing & Information

We have several different support and maintenance packages for you to choose from – depending on the size of your website, the nature of your functionality and the complexity of your website set up.

If you are interested to find out more, complete this form and we will send you a copy of our brochure (containing all of our support and maintenance options and prices) so that you can consider your options.

Once we have sent the brochure, we will look to schedule a conversation where we can work out which package is best for you and talk you through your options for getting started if you would like to proceed.

When you submit this contact form, your contact data and enquiry will then be stored in our CRM system. By submitting this form, you consent to us contacting you by email to discuss your website hosting and company updates and news.

Website Support Service Level Agreement (SLA)

If you opt for a monthly support package, your support is subject to a service level agreement.

 

PRIORITY LEVEL STATUS EXAMPLES RESPONSE TIME
Level 1 Urgent – Site down
– Site critical functionality not working
– Respond within 30 minutes
– Aim to fix within 4 hours
Level 2 High – Non critical website functionality affected – Respond within 4 hours
– Aim to fix within 1 day
Level 3 Medium – Content or bug fix – Respond within 1 day
– Aim to fix within 5 days
Level 4 Low – Feature request
– Content addition
– Respond within 2 days
– Aim to fix within 7 days

How To Access Our Support

Once you have a support option  up and running with us, there are three different ways you can access support when you need help:

  1. Log a ticket on our Support Portal
  2. Call the office and a member of the team will open a ticket on your behalf
  3. Email our support email address which will automatically open a new support ticket

Once your ticket has been opened, it will be assigned a unique ID and you will receive updates and feedback on your issue, sent directly to your email address.

atelier support and maintenance portal

Website Support & Maintenance Frequently Asked Questions (FAQs)

 

Can I upgrade my package at any time?

Yes – just let us know if you want to upgrade to a different support option.

Do you only have these fixed support options?

These packages meet the needs of most of our clients. However, we are happy to put something bespoke together for you if you have additional or alternative requirements e.g. multiple sites, custom functionality, standalone portal.

Do you only support websites that you built?

No – we also support a number of websites which we did not design or build. If you have a site you would like us to support, we ask for an opportunity to review the site first of all so we can understand any custom features.

When can I log a support ticket?

The help desk is accessible 24 hours a day, 7 days a week for you to log tickets. The support team are available during office hours (Mon – Fri, 9am – 5pm) however out of hours support can be discussed in addition.

What if there is a month that my website doesn’t need any updates?

We never let your hours go to waste, so if there is a month that your website doesn’t need any updates we will use your hours for proactive improvement. These could be changes you already had in mind, or tasks such as speed optimisations, security patches, technical SEO optimisations and more.

 

Start receiving support today!

Get up and running with a reliable support package for your website

Get in Touch