We’re with you after launch, too
We keep your software, website and IT infrastructure safe, and keep growing you with monthly SEO and GEO work.
Support plans
Choose the plan that fits; pricing is quoted based on your scope.
Essential
Keeps websites and apps secure, up to date and running.
Response timeResponse within one business day
- Security and version updates
- Daily backups and monitoring
- Up to 4 hours of small changes per month
- Email and support portal
Growth
Technical support plus monthly SEO and GEO work to grow.
Response timeResponse within 4 business hours
- Everything in Essential
- Monthly SEO and GEO work
- Monthly content production
- Monthly performance and AI visibility report
- Up to 10 hours of development per month
Enterprise
Priority support and advice for business-critical software and IT infrastructure.
Response timeResponse within 1 hour, 24/7 emergency line
- Everything in Growth
- Monthly IT advisory and software improvement meeting
- IT infrastructure and on-site support
- Dedicated project manager
- Written service level agreement (SLA)
Compare plans
See at a glance which plan fits your needs.
| Coverage | Essential | Growth | Enterprise |
|---|---|---|---|
| Response time | Within one business day | 4 business hours | 1 hour |
| Monthly changes / development | Up to 4 hours | Up to 10 hours | As agreed |
| Security and version updates | ✓ | ✓ | ✓ |
| Daily backups and monitoring | ✓ | ✓ | ✓ |
| Email and support portal | ✓ | ✓ | ✓ |
| Monthly SEO and GEO work | — | ✓ | ✓ |
| Monthly content production | — | ✓ | ✓ |
| Performance and AI visibility report | — | ✓ | ✓ |
| Monthly IT advisory meeting | — | — | ✓ |
| On-site infrastructure support | — | — | ✓ |
| Dedicated project manager | — | — | ✓ |
| Written service level agreement (SLA) | — | — | ✓ |
| 24/7 emergency line | — | — | ✓ |
How is your request handled?
Every request is logged, prioritised and followed through until it’s resolved.
- 1
Request
You contact us by email, phone or the support portal and receive a tracking number.
- 2
Prioritisation
We assess the business impact, set a priority level and assign the right specialist.
- 3
Response
We step in remotely or on site where needed, keeping you informed throughout.
- 4
Resolution and reporting
We confirm the fix with you, log the work and include it in your monthly report.
Priority levels
We classify requests by business impact; response times depend on the plan you choose.
Critical
Work has stopped completely.
e.g. the system is unreachable or orders can’t be taken.
High
A key function is impaired and workarounds are limited.
e.g. an integration has failed or reports aren’t generating.
Normal
Errors that don’t stop work, and how-to questions.
e.g. a display issue on one screen.
Low
Planned changes and enhancement requests.
e.g. adding a new field to a report.
What do we support?
Protect the systems we build or take over under a single support agreement.
Software maintenance
Bug fixes, security updates and small enhancements.
Websites
Version updates, content changes and performance monitoring.
IT infrastructure
Servers, networks, email and user management, with remote and on-site support.
Security systems
Periodic maintenance and fault support for CCTV, alarm and access control systems.
Backup and monitoring
Regular backups, restore tests and uptime monitoring.
SEO and GEO
Monthly optimisation, content work and visibility reports.
How to reach us
Requests are logged automatically and you receive a ticket number.
Support portal
Track all requests, their status and history on one screen.
Remote access
Remote intervention within minutes via AnyDesk or TeamViewer.
On-site support
On-site service for infrastructure and hardware.
Common questions about support
Do you support systems you didn’t build?
Yes. We start with a takeover assessment of the existing system and report on risks and needs, then bring it under a suitable plan.
What happens to unused monthly hours?
How unused hours are handled is agreed together in the support contract. For out-of-scope work we plan separately with your prior approval.
Can I get support outside business hours?
The Enterprise plan includes a 24/7 emergency line. On other plans, out-of-hours requests are handled the next business day; separate arrangements can be made for critical needs.
Can I change my plan later?
Yes. You can move up or down a plan as your needs change, and we’ll plan the timing of the switch together.
Let’s talk about your project
In a free 30-minute discovery call we’ll listen to your needs and map out the best path forward.