Get the best Support around
Websites that work well are constantly being updated, evolved and enhanced – increasing in effectiveness as time goes on.
Our support options are designed to protect your website, keeping it safe and secure, and using the latest web technologies to help it perform to its maximum potential.
Looking for more traffic, leads or sales? We can support that with user insights; campaign ideas; or help with search engine optimisation to help you rank better on Google.
Alternatively, we can provide a stream of ideas on how to improve your website, tweak content, or upgrade functionality – all at a fraction of the cost of hiring your own staff.
Our Support Plans
There are no long-term contracts: you can cancel at any time. All our plans are flexible and can be tailored to your specific requirements – just ask.
| Standard | Professional | Ecommerce | Custom | |
| Ideal for straightforward websites that require occasional updates | For websites where content needs to change frequently and need regular support | For ecommerce websites that need regular updates and where every bit of performance matters | Need something bespoke? We can shape a support plan that perfectly suits your business | |
| Per Month | £65 | £169 | £379 | Get in touch |
| Premium website hosting Our fully managed hosting provides great performance and strong security. | ✓ | ✓ | ✓ | ✓ |
| Domain Name Management We’ll manage your domain name and host your DNS for you | ✓ | ✓ | ✓ | ✓ |
| Operating System and CMS Updates Your server operating system and CMS software will be kept up to date with the latest versions | ✓ | ✓ | ✓ | ✓ |
| Spam Protection Our anti-spam tools keep your website pages free of spam comments and trackbacks | ✓ | ✓ | ✓ | ✓ |
| Backups A regular copy of your website will be taken and stored securely in case of problems | Daily | Daily | Daily | Custom |
| 24×7 Monitoring If your website goes down, we’ll know about it & can start looking at the problem without you having to do anything. | ✓ | ✓ | ✓ | ✓ |
| Security Monitoring Security scanning alerts us to malware attacks that might compromise your website | ✓ | ✓ | ✓ | ✓ |
| Software & Security Updates We’ll update your software and plugins with the latest versions – for security reasons and also to take advantage of any new features. | ✓ | ✓ | ✓ | ✓ |
| Staging Website for Changes We’ll provide a test version of your site so you can be sure any changes work properly before they go live | ✓ | ✓ | ✓ | ✓ |
| Hacker Recovery If your site is hacked or infected, whatever the cause, we’ll get you back up and running again at no additional cost | ✓ | ✓ | ||
| Broken Link Scans Links that don’t work can create problems for your visitors and for search engines. Our scans will let you know about any problems | ✓ | ✓ | ✓ | |
| Site Optimisation Continuous tuning of your site for performance, speed and search engine optimisation | ✓ | ✓ | ||
| Monthly performance stats Google Analytics can be complex but we’ll interpret your site’s performance for you | ✓ | ✓ | ✓ | |
| Six monthly website review Get a detailed review of your website’s past performance and opportunites for improvement, including content, SEO and social media | ✓ | ✓ | ||
| Included Website Support (Number of Credits*) Tell us what website changes you want and we’ll do them, whether content, coding, marketing or optimisation work. We guarantee capacity for this time and prioritise them above other work. | 2 | 10 | 20 | Custom |
| Discount development rate In addition to your included hours, get access to special discounted rates for all other work – and we’ll prioritise it | – | 20% | 20% | Custom |
| Email and Telephone Support A real human being will be available to quickly handle support calls and emails. | Mon-Fri 9 – 5.30 | Mon-Fri 9 – 5.30 | Mon-Fri 8 – 8 | Custom |
| Dedicated Support Tel Number and Email address Be sure of quality support with a dedicated support tel number and email address. | ✓ | ✓ | ✓ | ✓ |
| Guaranteed Response Time for Requests We commit to getting back to you as quickly as possible about changes you want made to your website. NOTE: Website faults are handled according to our SLAs | 2 days | 2 days | 1 day | Custom |
| Worth | £74 | £199 | £499 | Custom |
| Per Month | £65 | £169 | £379 | Get in touch |
| Standard |
|---|
| Ideal for straightforward websites that require occasional updates |
| £65 |
| Premium website hosting Our fully managed hosting provides great performance and strong security. |
| Domain Name Management We’ll manage your domain name and host your DNS for you |
| Operating System and CMS Updates Your server operating system and CMS software will be kept up to date with the latest versions |
| Spam Protection Our anti-spam tools keep your website pages free of spam comments and trackbacks |
| Security Monitoring Security scanning alerts us to malware attacks that might compromise your website |
| 24×7 Monitoring If your website goes down, we’ll know about it & can start looking at the problem before you even know about it |
| Staging Website for Changes We’ll provide a test version of your site so you can be sure any changes work properly before they go live |
| Software & Security Updates We’ll update your software and plugins with the latest versions – for security reasons and also to take advantage of any new features |
| Backups – Daily A regular copy of your website will be taken and stored securely in case of problems |
| Email and Telephone Support: Mon – Friday, 9.00 – 5.30 A real human being will be available to quickly handle support calls and emails. |
| Included Website Support – 2 credits per month* Tell us what website changes you want and we’ll do them, whether content, coding, marketing or optimisation work. We guarantee capacity for this time and prioritise them above other work. |
| Guaranteed Response Time for Requests – 2 Days We commit to getting back to you as quickly as possible about changes you want made to your website. Note: Website faults are handled according to our SLAs |
| Professional |
|---|
| For websites where content needs to change frequently and need regular support |
| £169 |
| All the Benefits of Standard and: |
| Monthly performance stats Google Analytics can be complex but we’ll interpret your site’s performance for you |
| Broken Link Scans Links that don’t work can create problems for your visitors and for search engines. Our scans will let you know about any problems |
| Free, unlimited advice We’ll be there on the end of a phone (or a computer keyboard), ready with expert advice on your website |
| Included Website Support – 10 credits per month* Tell us what website changes you want and we’ll do them, whether content, coding, marketing or optimisation work. We guarantee capacity for this time and prioritise it above other work |
| Dedicated Support Tel Number and Email address Be sure of priority support with a dedicated support tel number and email address. |
| Discount development rate – 20% In addition to your included hours, get access to special discounted rates for all other work – and we’ll prioritise it |
| Ecommerce |
|---|
| For ecommerce websites that need regular updates and where every bit of performance matters |
| £379 |
| All the Benefits of Professional and: |
| Hacker Recovery If your site is hacked or infected, whatever the cause, we’ll get you back up and running again |
| Site Optimisation Continuous tuning of your site for performance, speed and search engine optimisation |
| Included Website Support – 20 credits per month* Tell us what website changes you want and we’ll do them, whether content, coding, marketing or optimisation work. We guarantee capacity for this time and prioritise them above other work. |
| Email and Telephone Support: Mon-Fri, 8 – 8 We’ll be there to quickly handle support calls and emails, when your business needs it most. |
| Guaranteed Response Time for Requests – 1 Day** We commit to getting back to you as quickly as possible about changes you want made to your website. Note: Website faults are handled according to our SLAs |
| Custom |
|---|
| Need something bespoke? We can shape a support plan that perfectly suits your business |
| Get In Touch |
Use your included website support credits for whatever you want: Getting advice on something you’ve read; creating new content to engage users and drive business; building landing pages or call-to-action buttons; installing new plugins; adding functionality; or updating your site’s look and feel.
Whatever you need, you can use your website support credits each month to keep improving your website. We guarantee this capacity and prioritise it above other work.
Looking for something more simple? We also offer a basic support plan that includes the bare essentials: best in class hosting, DNS management, Back ups and Spam Protection for £35 per month.
To find out more contact us on 0330 010 9000.
Emergency Support
For businesses who don’t have a support plan in place, we can provide emergency support at an hourly rate. This service is for severe issues only.
We’re also happy to work on websites outside of a support agreement, however we can’t guarantee our response times as we prioritise our retained clients.
*What’s a credit?
We break up our team’s time into 15 minute blocks. Each block of time of a person’s time is equivalent to a number of credits, depending on that team member’s expertise. Sounds complicated, but we’ve found most of what our clients ask for are simple changes to content that any of the team can do and it means, for example, that you only pay the costs of a developer when you actually need development work doing.
The three main credit costs per block are: Analyst – 1 credit, Developer – 2 credits, Consultant – 3 credits.
Don’t worry. We’re not lawyers! If a change really only does take a couple of mins, we won’t charge you for a whole 15 mins of time.
The small print
- We believe in using the best tool on the market for any particular job, rather than attempting to solve every problem ourselves. This means we may make use of third-party tools, services and companies as part of our support work.
- The world is continually changing and so we reserve the right to change our pricing or plans at any time. If your existing plan is being changed, we will offer you a package of equal or greater value.
- In any case, we don’t tie you into a long-term contract: You’re free to change or cancel your package at any time, although we do ask for 30 days notice before the change will take effect.
- We bill for our services monthly in advance and ask that all customers on a support plan pay through a recurring payment (either Direct Debit or Standing Order) to minimise administration time. If this doesn’t work for you, then we quite understand, and will charge £10 per month to cover additional invoicing costs.
- Where plans include website support time each month, these credits can’t be carried over from month to month. We’re not being mean – accessing our time at this low cost is only viable because of we’re able to plan and efficiently schedule what’s needed.
- Your support plans are based on our standard SLAs. Need something different? Then talk to us about a custom plan.