Ongoing Support and Maintenance
We cover any faults or assistance with your website for the first 30 days after its launch, however thereafter, we recommend a support and maintenance package for on-going training, optimisation and upgrades as otherwise these won’t be handled for you after this point.
How This Works
Our support and Digital Marketing services work on the principal of buying time every month which gets paid into a Time Bank.
We provide telephone and email-based service and work to provide you with more value and benefit by offering a complete all-around digital marketing solution. Rather than providing help and support on a defined list of activities, we are happy to support any design, web development and marketing related queries. So, whether you require simple changes to your website, some online advertising, new business cards, search engine optimisation, help with image formatting or even a new computer, we will be happy to assist you.
Websites tend to need the following maintenance through-out their lifetime:
- Weekly back-ups
- Corrections to work with the latest versions of web browsers as they’re released
- Updates to work with the latest mobiles and tablets as they’re released
- Installation and testing of security and feature updates to WordPress
- Installation and testing of security and feature updates to plug-ins that your site uses (for example the Event Management)
- Updates where external services are changed. A good example is where Google are starting to depreciate Google Analytics in favour of Google Universal Analytics
- Legal changes where updates need to be made to the website. An example being the Cookie compliance changes made recently
Time Bank Options
(Time Required: Cost)
One Hour per Month: £65.00 pm
Two Hours per Month: £125.00 pm
Five Hours per Month: £300.00 pm
Eight Hours per Month: £495.00 pm
Ten Hours per Month: £600.00 pm
Longer periods are available as required and available on request.
What Gets Used
We estimate 15-30 minutes per month for performing scheduled back-ups, checks and upgrades, this typically takes place around the 28th of each month.
Any time left over is accrued.
Should more time be necessary for a month or overall, we will advise and agree on this with you beforehand.
How Is This Reported
We send a TimeBank summary around the 5th of each month so that you can see exactly what time has been used in any given month.
Scheduled maintenance is planned in advance, where major upgrades are needed or where it’s considered that there may be notable downtime, we write to you in advance to agree an upgrade time.
For all other support related queries, we aim to respond within 2 hours and resolve any urgent issues within 4 where possible. Please note, in some cases, we’re reliant upon 3rd parties such as hosting providers, so response times may vary in such cases.
We encourage website owners not to perform WordPress upgrades without consulting us first. Most upgrades will work perfectly, however from time to time there can be issues that arise with compatibility, therefore we advise a planned approach to upgrades.
Though you may have direct communication with a particular member of staff, like any business staff are not always available due to holidays and sickness.
We recommend all support queries be sent to firstname.lastname@example.org which is a general mailbox that all the website team receives.