Technical support for busy website owners

This is for the small jobs that you never seem to find the time to do.

Individually, most website tasks are not difficult – but when you’re actively running a business and managing a team with multiple client deadlines, fixing the website is the last thing that ends up happening.

It’s okay, that’s what we’re here for.

Who this helps

Website support is for businesses with a website that works, but no one is internally responsible for keeping it updated. It might be because nobody has the time, nobody quite knows how, or the person who used to do it has left.

What’s included

• Content edits
  • Text changes, new team members, updated hours, swapped photos, revised page or service descriptions, pricing updates
• Image optimisation
  • Every image supplied gets resized, compressed, converted to the appropriate format and given descriptive file names and alt text before it goes live
• Questions answered
  • The “can the site do this?” and “is there a better way to do this?” queries, answered by someone who knows your site rather than a general help desk
• Small fixes
  • Broken links, formatting that drifted, form field updates

What’s not included

• Plugin and core updates, backups and security
  • These are part of the website hosting plan, and are handled as part of the infrastructure
• New pages and design work
  • Larger pieces are handled under the web design offering, but duplicating an existing page to service a different area fits
• Performance improvements
  • For that, you’ll need to check out the website speed services
• Custom development
  • New functionality is scoped as its own project

How it works

Mostly this will happen in the channels you are most comfortable with, which usually means sending an email – but it can cover internal task management tools if you are already doing your work there.

The process is simple:

1. Send the request
   • Describe what needs changing and supply any text or images
2. It gets done within 2 days
   • Usually without further back and forth, though you’ll be asked if something is ambiguous
3. You’re told when it’s live
   • With a note on anything worth knowing, such as an image that needed cropping or text that read oddly on mobile

No ticket numbers, support portal, or having to explain how your website works to whoever picks up the request.

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