You didn't start a business to maintain a website.

Your included support or development time is used for work specific to your requests. That can include investigating a problem, making changes, coding, configuration, testing, deployment and technical research needed to complete the work.

It can also include time spent clarifying a request or coordinating with a hosting company, plugin developer or other supplier where that is necessary to resolve the issue.

Routine maintenance, monitoring, backups and the other services listed as part of your plan are separate from this allowance.

If a request is likely to use more time than you have remaining that month, we will normally discuss the options with you before carrying out additional chargeable work.

Support Plans are designed for ongoing maintenance, technical support and incremental improvements rather than large standalone projects.

Things such as a complete website redesign, substantial new functionality, a large bespoke plugin, major WooCommerce changes, a new third-party integration, a website migration or an entirely new website or application may need to be scoped and quoted separately.

Third-party costs such as hosting, premium software licences and external subscriptions are also not included unless we have specifically agreed otherwise.

If something falls outside your plan, we will explain that before separately chargeable work begins.

Yes. We manage WordPress, plugin and theme updates carefully and consider the website, the update itself and the risk of compatibility problems before applying it.

Professional, Growth and Business Critical plans include a staging environment where it is technically appropriate, giving us somewhere to test higher-risk changes before they reach the live website.

Not every routine update needs to go through staging, though. For example, an urgent security update may be safer to apply promptly rather than leave the website exposed while waiting for a separate test cycle.

If we believe an update presents a significant risk to the website, we may hold it back while we investigate the safest approach.

Contact us as soon as you notice the problem. You do not need to diagnose it first. Tell us what has happened and how it is affecting the business, and we will take it from there.

During our normal support hours, incidents are prioritised according to their severity, business impact and your Support Plan.

Professional and Growth clients receive priority handling, while Business Critical includes Same-Business-Day Priority Response and emergency website recovery.

Professional, Growth and Business Critical clients can also access our separately charged out-of-hours emergency support for qualifying urgent incidents.

A priority response means we will assess and begin dealing with the incident as quickly as the applicable plan allows. It does not mean that every problem can be completely resolved within a guaranteed timeframe, particularly where hosting companies, payment providers or other third-party systems are involved.

No. Included support and development time resets at the beginning of each monthly service period and does not normally roll over.

Your Support Plan reserves an ongoing level of support and development capacity for you each month rather than creating a bank of unused hours.

If you have a larger piece of work coming up, talk to us. We may be able to plan it across your monthly allowances or quote for it separately where that makes more sense.

There is an initial three-month minimum term.

That period begins when onboarding has been completed, you have confirmed the proposed Support Plan Service Start Date and we activate the plan, not when you make your first payment.

After the first three months, your plan continues on a rolling monthly basis and can be cancelled with at least 30 days' written notice.

Yes. Your support needs may change as your website and business develop, so you are not expected to stay on the same plan forever.

If you need more support, development time or a higher level of priority, we can move you onto a more suitable plan. Equally, if your requirements reduce, we can discuss moving you to a lower plan where appropriate.

Any change in monthly price, included time or service level will be confirmed with you before the new plan takes effect. If you are still within your initial three-month minimum term, we will also take the terms of that initial period into account when arranging the change.