Website technical support
We join existing websites to investigate faults and maintain key user journeys. Recurring work, contact channels and response arrangements are agreed after we understand the system. Website technical support covers one-off fixes and ongoing maintenance: the site stays available, forms keep working and changes do not break what is already configured.
Problem diagnosis
We collect the error description, timing, affected pages and recent changes. Reproduction steps and available logs help establish the impact on forms, catalogues and other important functions. The findings lead to a prioritised repair proposal.
Changes with verification
Before editing, we assess dependencies, backup availability and a way to revert. Where possible, the issue is reproduced in a test environment before the fix and related journeys are checked. Deployment accounts for caches, integrations and CMS behaviour.
Ongoing maintenance
Completed work, known limitations and recommended follow-up tasks are recorded. Recurring support can include agreed checks and updates. Service hours and handling of urgent requests are defined separately for your requirements.
What the work includes
Website maintenance consists of incident response and planned work. Both are recorded in an agreed list so it is clear what counts as support and what is an improvement.
- Diagnosing and fixing faults: page errors, downtime, failures in forms, payments and integrations
- Uptime and key-journey monitoring with notifications to responsible people when something fails
- CMS core, module and dependency updates, tested on a staging copy first
- Scheduled backups of files and the database, with restore checks
- SSL certificate setup and renewal, plus tracking of domain and hosting expiry dates
- Hosting work: server errors, limits, PHP and environment configuration, moves between plans
- Cleaning up after a breach or vulnerability: removal, closing entry points, refreshing credentials
- A log of completed work and recommendations on what should change next, in priority order
What we need from you
For website technical support to start without delay, we need access to the system and a clear decision-maker on your side.
- Access to hosting or the server, the CMS panel, the domain and the code repository if one exists
- Information about who built the site and when, and which integrations and external services are connected
- A description of current problems with examples: links, screenshots and reproduction steps
- A contact who sets tasks, accepts results and approves changes on the live site
- A preferred request channel: email, a messenger or a task tracker
- Details of existing backups and monitoring, if already configured, and where the copies are stored
What you get
A website that is looked after: faults are resolved in an agreed order, updates and backups run regularly, and the change history is available to you at any time. You know which tasks fall under website maintenance and which need a separate estimate. All access and documentation stay with you, and the arrangement can be paused or expanded without losing control of the site.
Log and reporting
Every request and planned task is recorded: what was done, when, what changed on the site and which limitations were found. You see the full history and can hand it to another contractor if the arrangement changes.
Backups and recovery
Copies of files and the database are created on a schedule and before every change on the live site. We periodically confirm that a restore from the copy actually works, not merely that the copy exists.
Access control
We keep a list of the accounts and permissions issued to us. The owner's primary credentials are never changed, and our accounts are disabled when the arrangement ends or at your request.
How the work is organised
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Step 1
Technical onboarding: we receive access and review the platform, hosting, integrations, change history and current errors in the logs.
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Step 2
Audit and plan: we record the site's condition, critical risks — outdated versions, missing backups, vulnerabilities — and the list of recurring work.
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Step 3
Priority work: we connect monitoring and backups and fix the faults that affect availability and enquiries.
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Step 4
Ongoing website maintenance: requests are handled in the agreed format, and updates and checks follow a schedule with testing on a staging copy.
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Step 5
Reporting: we keep a change log and periodically review the scope of work with you as the site evolves.
Cost and scope
The cost of website technical support depends on the platform and code condition, the number of integrations and external services, the amount of planned work — monitoring, updates, backups — and the expected volume of requests. One-off tasks are estimated after diagnosis; for ongoing maintenance we agree the scope of work and the request format for your site.
Frequently asked questions
Do you support websites built by other developers?
Yes. We first review the platform, code, hosting, integrations and access. That establishes which tasks can start immediately and where a working development process needs to be restored first.
Can I request a single repair?
Yes. Start with the URL, expected behaviour and reproduction steps. Diagnosis is followed by an agreed repair scope; dependencies on an external provider are identified separately.
How quickly do you respond to requests?
Response order depends on the support format and the severity of the problem: downtime or a payment failure comes first, cosmetic errors are handled as planned work. Request handling arrangements and working hours are set at the start so expectations match reality.
What if the site is built on a website builder?
Technical support for a site on a website builder is limited by the platform: we can configure the domain, forms and integrations and investigate errors within the available settings, but we cannot change the platform's code. If those limits get in the way, a move to a CMS is discussed as a separate task.
Is a contract or service description needed?
For ongoing website maintenance we put the format in writing: scope of work, request procedure, responsible people and rules for changes on the live site. A one-off task needs only an agreed description and estimate. The document format follows your requirements.
How is access shared, and what happens to it afterwards?
We ask you to create separate accounts for our work with the necessary permissions, and to share passwords through a secure channel. We do not change your primary credentials or register services in our name. When the arrangement ends, our accounts are disabled and the list of current access details stays with you.