Tech Support

Sadly, we’ve never experienced a single website where something going wrong has not ever happened. Technology shifts and code is constantly changing, so it’s inevitable when you have thousands and thousands of layers and pieces of interacting code, that something, somewhere will break.

And more than the way in which technology is constantly evolving, is the fact that hacking bots are becoming increasingly sophisticated as they scavenge the digital world for victims. Just as there is danger in the real world, the digital world has a dark side to it too.

Because of this its wise to keep your website constantly monitored with strategies in place should the worst happen. Third-party changes in code – whether on the core platform level, plugin level or theme level – could generate conflicts that completely destroy your site and if your business relies on your website, breakages could severely disrupt your business and income. Prevention is better than cure, because a cure can be hugely expensive and time consuming. If you have a more complex site (whether E-commerce, Membership or Knowledge-commerce) it’s not just your brand image that could suffer, but you could even end up with credit and payment gateway issues that cost you financially and legally.

We put in a lot of work to preventing disasters from happening. However, because many things are often out of our control, in the event that your website has a major issue and goes down, we will be immediately there communicating with the hosting company on your behalf and sorting things out. We do NOT make any guarantees that your website will not be hacked, but we will do everything within our power to prevent it, as well as assist in the restoration and cleanup of your website. minimising any disruption. Often we’ll be working away that you won’t even notice something went wrong and got fixed.

Hosting matters. It’s the engine behind your website and often has a layer of protection and security that is essential. Our hosting comprises Premium Cloud and PCI compliant hosting and SSL certification and is WordPress Managed which means it has been especially designed to power the websites we create. Also, it means when things go wrong, we know exactly who to connect with – since often problems get solved in partnership.

Websites with advanced functionality like E-commerce and Woo-commerce are more complex and take more resources to manage, test and keep running smoothly. Sometimes requiring PCI compliant hosting and performance statistics. For serious e-commerce ventures it is really important to keep your website secure, fast, and open for business 24/7 and a basic support plan will be better than none.

Our support plans are designed to work monthly and as such we reserve your place in our queue and resources on a monthly basis. Therefore any unused support time cannot rollover into subsequent months, but do not fear, every month your time resets and the opportunity for on-going support continues. 

The edits you can request include – but are not limited to – editing content/copy-writing, information amending, image swapping, video/photo embedding and incorporating newsletter/blog posts. Essentially anything that falls into the category of small content updates or small design improvements. Please note that this work excludes the design and build for a re-branded website, significant structural changes, the inclusion of extra functionality and landing pages, or the extensive population of your website with additional information/products. For more intensive work we can lead you through our design process and create a bespoke project proposal just for you.

We have a policy of prioritising clients who are on one of our support plans. If your site has been built elsewhere or has not been maintained by us, and you’d like ad hoc support, you would first be required to purchase our “Website Audit” package costing £350 so we can check behind the hood of your site before we make any recommendations, upgrades or changes. This is because neglected sites often need a lot of unseen prep work due to outdated code which opens a website to much higher levels of risk. Should old code begin to conflict with updated versions, the potential for your website to go down can be significant, and it can be time consuming for us to liaise with other hosting companies as we get the right permissions/clearance to work. Not all hosting companies are straightforward to work with. Rather like an MOT, our Website Audit package will check that everything is in order from which further developments can be suggested together with a time-scale and quote, and/or enrolment onto one of our support plans. 

It’s no problem should you require more than your monthly plan offers – and sometimes that might happen. We will evaluate requests on a case by case basis and each piece of work will be considered – and valued – as a project in its own right.

We are impressed! Not many people realise that SEO (search engine optimisation) is an on-going process. Although we offer on-page SEO with every build, we partner with an SEO specialist who has the cutting edge and latest insights and expert to do a brilliant job. We can certainly help get things setup and although our work will cross-over and overlap to a degree, we’d leave you in their capable hands as they take you deeper into the world of ranking first wit Google. For more information get in touch. 

Absolutely. We would be so sad to see you cancel, but we know that financial needs can weigh on many decisions and we don’t want lock anyone in. Request a cancellation via email and just stop your next payment. If you’d like us to keep your hosting we can invoice you for that cost alone, and if you would like to transfer your site you certainly can for a transfer and admin fee of £125 to cover time and expense taken. For any sites taken off our care we reserve the right to remove our branding (website care really means that much to us).