Technical support & maintenance

We handle updates, fixes and routine checks within an agreed scope. Support hours, response times and how extra development is handled are defined at the start.

CLADFLOW / ILLUSTRATIVE FLOW

01Check

02Backup

03Update

04Verify

IN PRACTICE

Support works better when the boundaries are clear.

Routine updates, bug fixes and new features are different kinds of work. We agree what maintenance includes, what is priced separately and when support is available.

01 / BEFORE WE START

Get the starting point clear.

Share the platform, current providers and recurring problems. We review the system and available access before taking over support.

02 / A COMMON QUESTION

Is support available 24/7?

No. Support hours and response expectations are set out in the agreement. Availability to investigate an urgent issue is confirmed separately.

The ordinary week

Updates, the occasional bug, and a person to write to when something small breaks. This does not start on its own when a project ends. What is being looked after, and the fee, are agreed on their own.

Say what needs looking after

When it is actually down

Checkout has failed, bookings have disappeared, or the site will not open. That is not a maintenance retainer. Start with website rescue.

Website rescue