Website Support
Direct access to senior engineers when something goes wrong — or something needs to change fast.
Most 'support' means a ticket queue in another timezone and a week of waiting. Ours means a phone call to the engineer who knows your site. Whether it's a broken form, a payment issue, a hacked plugin or an urgent copy change before a big campaign, you get a real human, a real response time, and a real fix.
The outcomes we're accountable for.
Real people
You speak or email directly with senior UK-based engineers.
Fast response
4-hour SLA on urgent issues, 24-hour on standard requests.
No ticket queues
Direct email and phone access — no chatbots, no offshore escalation.
Emergency fixes
Site down, form broken, payments failing — we're on it.
Change requests
Content, imagery, and small design tweaks handled without a scoping call.
Honest advice
If something needs a bigger fix or rebuild, we'll say so.
The process, step by step.
- 01
Access & audit
Admin access, hosting details and backups verified on day one.
- 02
Direct contact
You get named contacts, direct email and a phone number. That's it.
- 03
Request handling
Every request logged, triaged and worked to the agreed SLA.
- 04
Monthly summary
A written summary of what was done, what it cost and any risks flagged.
- 05
Escalation path
For genuine emergencies, a documented escalation to the lead engineer.
Answers before you have to ask.
- Do you support sites you didn't build?
- Yes. A short onboarding audit lets us understand what we're inheriting.
- How are you different from a maintenance plan?
- Maintenance is scheduled work — patches, backups, monitoring. Support is on-demand help when something needs attention now.
- What are your rates?
- Retainer support from £75/month for pooled hours, or £120/hour ad-hoc. Retainer clients get priority.
- What's outside support?
- New pages, redesigns and new features are scoped as small projects at a preferential rate.
- Do you offer 24/7 support?
- Yes, for critical-uptime clients on Enterprise care plans. Standard support is UK business hours.
Often paired with website support.
Monthly Website Care Plans
Everything your website needs to stay fast, safe and current — bundled into one predictable monthly fee.
Read moreWebsite Maintenance
Ongoing care that keeps your site fast, secure and current — without you having to think about it.
Read moreWebsite Security
Security audits, hardening and incident response so your website is defended, monitored, and recoverable.
Read moreWebsite Hosting
Managed hosting for businesses that want their website fast, secure, and handled by real people.
Read moreNeed someone who actually picks up?
Book a call and let's talk about a support arrangement that fits your business.