Website Support

WordPress requires active maintenance - regular plugin updates, security patches, and compatibility testing. Our WordPress packages include premium hosting on WP Engine and all this ongoing technical work.Webflow is a modern platform that handles its own technical maintenance automatically. You pay Webflow directly for your site plan (£12-35/month), and our support provides expert monitoring and oversight. This honest pricing reflects the different levels of work required.

Yes, absolutely. We regularly take over support for sites built by other agencies or freelancers. When you onboard with us, we'll do a thorough technical audit to understand how your site is built, identify any immediate concerns, and create a health plan going forward.

The only requirement is that your site is built on WordPress or Webflow. If it's on a different platform, get in touch—we may still be able to help.

Emergency support covers critical issues that prevent your site from functioning:

• Website completely down or inaccessible
• Security breaches or hacking attempts
• Payment/donation system failures
• Data loss or database errors
• Any situation where your site is unusable for visitors

Regular support covers everything else: content updates, bug fixes, performance improvements, feature requests, and general maintenance. We prioritize emergencies above all other work and respond within 4 hours.

It depends on the urgency and your package:

Critical issues (site down, security breach):

• Essential: 6-hour response* 
• Professional: 4-hour* response
• Enterprise: 2-hour response*

*during business hours

Standard requests (errors, bug fixes):

Essential: 72-hour response
Professional: 48-hour response
Enterprise: 24-hour response

Non-urgent requests (content updates, new features, improvements):

Typically 3-5 business days, depending on complexity and our current workload

No, unused hours don't roll over. This ensures we can maintain capacity and availability for all our clients.

If you consistently don't use your allocated hours, that's actually a good thing - it means your site is healthy and stable! We'll work with you to find a better-fitting package. Conversely, if you're regularly running out of hours, we'll recommend upgrading so you're not stuck waiting.

Yes. All our support packages are on rolling 30-day contracts:

Upgrade anytime: Takes effect immediately

Downgrade: 30 days notice required

Cancel: 30 days notice required

We want you on the right package for your needs, not locked into something that doesn't work. If your needs change (big campaign coming up, quiet period, budget cuts), just let us know.

Content updates include:

• Text changes (updating copy, adding new paragraphs, fixing typos)
• Image swaps (replacing photos, updating graphics)
• Link updates (changing URLs, fixing broken links)
• Basic formatting (making text bold, adding bullet points)
• Simple layout tweaks (moving elements around on existing pages)

Not included in basic support (but available as development hours):

• Creating entirely new page layouts or designs
• Building new features or functionality
• Major restructuring of site architecture
• Custom coding work
• Graphic design or content creation

New features and significant functionality changes aren't included in base support packages, but we handle them through development hours.

For example:

• Simple form tweaks: Might fit in 1-2 hours
• New event registration system: 8-16 hours depending on complexity
• CRM integration: 16-24 hours depending on the system

We'll always give you a clear estimate before starting work, and you can add development hours to your package at preferential rates (£65-80/hr depending on volume, vs £100/hr ad-hoc).

No - all worked completed, and thoroughly tested on a private copy of your website, before going live.