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Maintenance & Support1 min read

How quickly do you actually respond when something breaks?

A site-down or checkout-broken issue gets a response within four hours, and we stay actively on it until it is resolved, not just acknowledged. Ordinary requests — a content change, a minor bug — are answered the same working day. These commitments go into the written agreement rather than being left to goodwill, because "we will get to it soon" is not a service level, it is a hope.

Short answer

A site-down or checkout-broken issue gets a response within four hours, and we stay actively on it until it is resolved, not just acknowledged. Ordinary requests — a content change, a minor bug — are answered the same working day. These commitments go into the written agreement rather than being left to goodwill, because "we will get to it soon" is not a service level, it is a hope.

A site-down or checkout-broken issue gets a response within four hours, and we stay actively on it until it is resolved, not just acknowledged. Ordinary requests — a content change, a minor bug — are answered the same working day. These commitments go into the written agreement rather than being left to goodwill, because “we will get to it soon” is not a service level, it is a hope.

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Maintenance & SupportAug 12, 2026

What actually happens after the site or app goes live?

Thirty days of active post-launch support is included with every build as standard — monitoring for anything that surfaces under real usage, fixing it quickly, and confirming your analytics are actually recording correctly, which is a surprisingly common thing to get wrong at launch. After that window, most clients move onto an ongoing maintenance retainer. Launch is genuinely the beginning of the interesting problems, not the end of the project — real users behave in ways no amount of testing fully predicts.
Maintenance & SupportAug 12, 2026

What does an ongoing maintenance retainer typically cost?

It scales with the complexity of what is being maintained and the response-time commitment attached to it — a simple marketing site needs far less than a platform with active integrations and daily transactions. What every tier includes regardless of size: uptime monitoring, security patching, and backups that are actually tested by restoring them, not just taken and left untouched on a server somewhere. We would rather quote a retainer that genuinely covers what you need than sell a cheap one that quietly excludes the thing that eventually breaks.
Maintenance & SupportAug 12, 2026

What does a maintenance retainer actually cover, in detail?

Uptime and error monitoring around the clock, core and plugin updates tested on a staging copy before they ever touch your live production site, security patching applied on a defined schedule, backups we verify by actually restoring them periodically, and a set monthly allowance for small content or code changes. You also get a plain-language monthly summary — not a wall of raw server metrics nobody on your team has time to interpret.
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