Someone who answers when something breaks
A website is not finished at launch. Plans are quote-based so you pay for the level of cover you actually need, and we only commit to response times we can honour.
What a plan includes
- Uptime monitoring and alerting
- Security updates and dependency patching
- Scheduled backups with restore testing
- Small content and image changes
- Bug fixes on delivered functionality
- Monthly performance and error review
- A named support channel
What it does not include
- New features and new pages beyond the agreed hours
- Third-party subscription and licence fees
- Paid plugins, themes or stock assets
- Redesigns and rebuilds
- Marketing campaigns and ad spend
- Recovery from changes made by other parties without notice
Anything on this list can still be done — it is quoted separately rather than absorbed silently.
On response times. We do not publish an SLA we cannot guarantee. Your agreement states the response window we have actually committed to, and how to escalate if it is missed.
How support works
Report
You raise an issue on the agreed channel with what happened and when.
Acknowledge and assess
We confirm receipt, reproduce the issue and tell you whether it is covered by your plan.
Fix and verify
The fix is applied and verified, and you get a short note on what changed.
Escalate if needed
If it is not resolved in the agreed window, it escalates directly to the founder.
Review and renew
A monthly summary of uptime, updates, issues and hours used, ahead of renewal.
Need cover for a site you already have?
Tell us what is running and where, and we will quote a maintenance arrangement that matches it. We also take over sites built by someone else.