01 / 03
Updates are delayed indefinitely
A defined maintenance schedule makes compatibility checks and fixes easier to plan.
Hosting & care
IT support & maintenance
IT support and maintenance retainers with clear coverage. Ongoing technical support for business websites, applications and connected systems, with the covered systems and response times written down.
$299Essentials per month
48 hResponse, Essentials
24 hResponse, Growth
What is covered and what happens next.
Support works better when priorities and responsibilities are clear. We agree the covered systems, communication process and service hours before the engagement starts, then keep a record of changes and outstanding work.
A good fit for
Businesses that need regular website care, technical troubleshooting and a planned allowance for improvements.
Business websitesWeb applicationsConnected systemsAgencies (white-label)Hosting providersMulti-site businesses
What we work toward
A support agreement with clear coverage, request handling, maintenance records and improvement priorities.
Common problems.
02 / 03
Requests have no clear priority
Covered systems, urgency and communication need an agreed process.
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Small improvements never get finished
A scoped retainer creates room for planned work alongside maintenance.
What the work covers.
The final scope depends on your current setup and priorities. These are the main areas we cover.
Website maintenance
Planned updates, compatibility checks and fixes for the sites covered by your agreement.
Technical troubleshooting
Investigation and resolution of issues within the agreed systems and access boundaries.
Improvement retainers
A planned allowance for improvements, integrations and other development work.
Reporting & handover
Work summaries, maintenance records and documentation that make the setup easier to manage.
From a support request to a written work record.
- 01
Register covered systems
Record the websites, applications, hosting and third-party dependencies included in the support arrangement.
- 02
Set request and priority rules
Define the request channel, useful diagnostic details, severity levels and when work needs separate estimation.
- 03
Maintain and improve
Deliver planned updates, investigate faults and complete small changes using appropriate staging or recovery steps.
- 04
Report and reprioritize
Keep a record of completed work, recurring problems, unresolved dependencies and the next agreed priorities.
Support can cover website maintenance, WordPress maintenance, application support, server support, incident investigation and a technical retainer for planned improvements. Covered systems and response terms are agreed in writing.
A support routine matched to the systems we take on.
- 01
Onboard and baseline
Review access, documentation, current faults, dependencies and recovery arrangements before regular support starts.
- 02
Triage each request
Distinguish an outage, defect, content update and new feature so urgency and ownership stay clear.
- 03
Change with control
Assess dependencies, protect a recovery route and test the important journey affected by maintenance.
- 04
Review the service
Report work and capacity, discuss repeat issues and agree the maintenance or improvement backlog for the next period.
Keep ownership clear after the launch.
A support arrangement works when everyone knows which systems are covered and how requests are handled. We start with an inventory of the website, application, hosting and connected services in scope. We review existing documentation and access so the support plan reflects the environment we are actually taking on.
Maintenance may include planned updates, investigation of defects, checks on agreed critical journeys and small improvements. We assess dependencies before making changes and use a staging or recovery approach appropriate to the system. A live payment flow or business-critical integration needs a different change plan from a minor text edit.
We classify requests so a service outage, a content update and a new feature do not compete without context. We agree how you report a problem, what information helps investigation and when a request needs separate estimation. That keeps the retainer to a defined service with clear limits on development work.
We can also help document recurring problems and reduce the causes of repeated support work. The goal is a clearer operating routine: responsible owners, predictable review points and a record of changes that the next person can understand.
What we check before handover.
A supported-system register
The applications, infrastructure and third-party dependencies covered by the arrangement.
A request and priority process
An agreed channel for issues, useful diagnostic information and a distinction between incidents and feature work.
Controlled maintenance
An appropriate backup or rollback plan for updates, with checks on important user journeys.
A useful work record
Completed changes, unresolved dependencies and recommended next steps documented for review.
Covered systems written down
Incidents triaged separately from feature work
Rollback plan before every update
Support for sites we did not build
Pick the scope that fits
Starter
Essentials
$299/ month
For one active workstream with 48-hour response and planned maintenance.
- One active workstream
- 48-hour response
- Planned updates and fixes
- Improvement allowance
- Monthly work record
Growth
Growth
$699/ month
For businesses running two workstreams with a weekly call and 24-hour response.
- Two workstreams
- 24-hour response
- Weekly call
- Larger improvement allowance
- Backlog review each period
Scale
Partner plan
From $1,499/ month
A dedicated lead and same-day response.
- Dedicated lead
- Same-day response
- White-label from $299/month
- Written scope
Partner plans with a dedicated lead and same-day response start at $1,499/month. White-label starts at $299/month.
What can a support retainer include?
It can include defined maintenance, issue investigation and an agreed allowance for improvements. The proposal specifies the systems, capacity and request process. Large features, redesigns and new integrations are scoped separately unless the proposal includes them.
Can you maintain a website you did not build?
Yes, after an onboarding review of the platform, dependencies, access and recovery arrangements. Existing faults or unsupported components may need a separate stabilization phase before regular support begins.
Are all updates applied automatically?
No. Update handling should reflect the application's risk and dependencies. We agree which changes can be routine and which need staging, review or a planned maintenance window.
How quickly will you respond to a problem?
Response targets depend on the plan and the severity of the issue. We agree them in writing, along with working hours and escalation routes. A response target is not the same as a guaranteed resolution time.
Does support include emergency recovery?
Recovery assistance can be scoped, but it depends on access, the available backups and the condition of the system. We do not assume that an unknown environment has a working restore path.
Can you work with our existing IT provider?
Yes. We can define a boundary around the website, application or server work while another provider manages devices or other infrastructure. Responsibilities and escalation contacts should be clear before an incident occurs.
Is onsite support available?
Our delivery model is remote. Any work requiring physical access, hardware replacement or an onsite visit must be arranged separately and confirmed before it is included in a commitment.
How do we start?
Send the systems you need covered, the main problems and your current support arrangement. Do not include passwords in the enquiry. We review the information and identify the access and discovery needed for a proposal.
Ready to start with IT support & maintenance? Book a free call
A free 15-minute call, then a written scope and estimate. No obligation, no sales script.