Website Support and Maintenance

Website Support and Maintenance Services

We provide ongoing maintenance and support to keep your website up-to-date, online and working hard for your business.

Continual site improvement

Keep your website alive by continually adding new features and functionality.

Our website design and development team in the UK can help you to keep your website online, refreshed and up-to-date with our dedicated website support service.

Website platforms are constantly evolving, and this regular technological change can quickly cause disruption to your website, introducing bugs out of nowhere. With our monthly support packages, we will help you to monitor and maintain your website, refreshing when needed, keeping it up to date with new trends and changes.

Alongside the regular website maintenance work, there will also be time in the schedule for you to book in tasks in line with your longer term website roadmap, helping you to continually grow and improve your online presence.

Updates and maintenance

Keeping your website current with security patches, theme and plugin updates, making sure it’s running as smoothly as possible.

We’re on call

Our development team are on hand to help out with issues as they arise—you can reach us by phone, email or your dedicated ticket system.

Change requests

Standing still is not an option, so we are geared up to help you roll out improvements to your site with new features and enhancements.

Our website support services

Consumers today continuously are spoiled with rising standards of digital experiences. There is no tolerance for slow, dysfunctional or outdated websites.

It’s all about performance in order to create an enjoyable experience that satisfies the user’s intent, and that is the direct experience users will have of your brand. We offer a range of website support packages so you always have access to digital experts and can maintain your business critical company website performance.

It is important to always keep up with the type of experiences that users are expecting online.

Website maintenance packages

Our support services are managed by a dedicated client services manager based at our web design headquarters in London. Your website support package will contain a fixed amount of time, with packages starting from as little as one day per month, time which can be used on any of our creative design or development services. Typical packages are as follows:

1 day of website maintenance—phone and email support plus one day of design and development work to keep your website optimized and your CMS and plugins updated.
2-3 days of website maintenance—phone and email support plus additional time for further design and development work—this package allows you to make more extensive changes to your website on monthly basis, perfect for working through a development roadmap.
5+ days of website maintenance—a bespoke support package tailored to your website’s specific maintenance requirements.

Our website maintenance service

With in-house design and technical talent, we are fully set up to help implement new website features or help resolve any bugs as they occur.

Ticketing
We run a full ticketing system using Atlassian’s Jira tools for support and maintenance requests.

Tasks
These are prioritized and allocated on arrival under the following levels:

P1 site is down or corrupting data—immediate
P2 critical issue for which there is no work around—48 hours
P3 non-critical issue which can be scheduled—5 working days

Reports
Your account manager will keep you regularly updated on the progress of Live tasks as well as to keep you in the loop for tasks that have been scheduled into the diary.

Website hosting services

As part of your website maintenance package, we can also take care of all your website hosting needs.

Our website hosting services are provided by trusted 3rd party hosting partners and are professional, scalable, secure and fast.

WordPress
All our WordPress websites and WooCommerce websites are hosted with WPEngine

Custom builds:

Basic website hosting
one database and a maximum of five email accounts. Suitable for simple websites that do not require large amounts of bandwidth or disk space
Advanced website hosting
available for more complex websites or websites that require large amounts of bandwidth or disk space.

Website Support FAQs

What are your website support and maintenance services?
Our website maintenance and support packages includes time that can be used to improve/update and technical components of your website, anything from new features to correcting errors.

These can be errors in the code, in the content or in graphics, video and images.

Support time is commonly used to solve problems with Google Page Speed, for example too many large images, slow time to first paint issues or too many plugins which all slow down the page loading and produce a negative experience for the user.

We will regularly review your CMS and, when needed, we will apply the following to keep the platform up to date:
- Security patches
- Theme updates
- CMS updates
- Plugin updates
What are your website hosting services?

Essentially, this service is what keeps your website on the internet. Websites are hosted on servers, which is what a browser connects to when someone types a given URL.

If you host with FINN Partners, users typing your website’s URL will be connected to our servers and it will deliver your website to their browser.
What are your maintenance office hours?

Our office hours support service availability is as follows:

Ticketing Systems:
24 hours a day

Telephone support:
09:00 to 17:30 Monday – Friday

Email support:
Monitored 09:00 to 17:30 Monday – Friday
Emails received outside of office hours will be collected, however no action can be guaranteed until the next business day (as defined above)

Out of hours support:
Weekend support and emergency numbers can be provided. Any weekend work will be charged at 1.5 x standard hourly rate
How do you classify a website bug or issue?

We categorize Bugs or Issues as follows:

• P1 – Website is down or is corrupting data
• P2 – Critical issue for which there is no work around, and a certain process cannot continue – but other areas of the website are still functioning correctly
• P3 – Non-critical issue which can be scheduled for completion in due course
How quickly do you respond to website bugs or issues?

We will respond to all service-related incidents and/or requests submitted by the Customer within 2 hours.

Once we have reviewed and assessed the website issue, we will mutually agree the priority level of any given task and the appropriate website fix will be scheduled for completion.

We will endeavour to complete fixes within the following timeframes:

• P1 tasks – 4 hours
• P2 tasks – 48 hours
• P3 tasks – 5 working days
The above timings are met in the vast majority of instances; however, task turnaround times are predominantly determined by the extent of the work required and the communication with you as to the exact brief/specifications.

For example, it would not be possible for a complex task taking a week, even at P2, to completed within 48 hours.
Which CMS platforms do you support?

We our website development team are regularly working with clients to support the following website CMS platforms:

• WordPress
• Shopify
• Sitefinity
• Laravel
• Umbraco