Service
Maintenance & ongoing support
Launching a new website is the easy part. We’re the team that keeps it healthy for the next five years — on a predictable, fixed-fee contract.
Why agencies need this
Websites rot. We prevent that.
Without a dedicated maintenance partner, even the best-built website starts breaking down after 18 months — security patches go un-applied, accessibility regressions creep in, and small bugs pile up until the next costly redesign.
Our maintenance contracts keep your site secure, accessible, and current — so you don’t have to start over every five years.
What’s always covered
- Security patches and dependency updates
- Accessibility regression monitoring
- Uptime monitoring and incident response
- Quarterly performance reports
- Editor support tickets
- Documented runbooks for your team
Coverage Tiers
Pick the level of support that matches your team
Essentials
For low-traffic informational sites
- Security patches monthly
- Uptime monitoring
- Quarterly accessibility scan
- Business-hours support
Standard
Most common — full coverage
- Weekly security patches
- 24/7 uptime monitoring
- Monthly accessibility scan
- Editor support tickets
- Quarterly performance review
Premier
For high-traffic, mission-critical sites
- Continuous patching
- 24/7 on-call response
- Continuous accessibility monitoring
- Dedicated account manager
- Monthly executive reporting
- Annual penetration testing
Who it’s for
Any agency with a site that has to stay up
This fits an agency that launched a new site and has no developer on staff to keep it current. It also fits an older site you are not ready to replace but that still needs patches and fixes. We can take on a site another vendor built, starting with a review of its code.
The warning signs are easy to spot. Plugins have not been updated in years. A contact form quietly stopped sending. Pages that passed an accessibility check at launch fail it now.
What your agency provides
- Admin access to the site, hosting and code repository
- A named contact who can approve changes
- Your priorities for content and feature requests
- Notice of events that will bring heavy traffic
- Feedback on each performance report
The process
How a support contract starts
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1
Discovery and scoping
We review the code, hosting, plugins and open issues, and agree a tier with you. You get a written scope.
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2
Design and architecture
We plan the patch schedule, monitoring and accessibility scans for your tier, and write the runbooks.
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3
Build and iterate
We clear urgent fixes and apply overdue updates, testing each one in staging first.
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4
Test, train and launch
Your team checks the updated site, we deploy, and we show your editors how to open support tickets.
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5
Hypercare and transition
Routine coverage begins: patches, monitoring, reports and ticket support for the life of the contract.
For a site we just launched, this happens during hypercare. The full phase plan is on our implementation page.
Related work
How it fits with our other services
- Pair it with our managed hosting so one team owns both the server and the site.
- If scans find deeper problems, an accessibility audit and remediation project fixes them.
- When a site is past saving, a website redesign starts fresh, and maintenance picks up after launch.
- Editor support covers your content management system, whether we built it or inherited it.
Every service is listed on our capabilities statement. To compare tiers for your site, reach us through our contact page.
FAQ
Questions about maintenance
Can a maintenance contract run for several years?
How soon can coverage start?
Do we keep ownership of the site?
How do you keep the site accessible over time?
What is covered outside business hours?
Related Services
Often paired with this engagement
Let’s talk about your project
Tell us what you’re trying to accomplish and we’ll respond within one business day with next steps.