Services / SUPPORT
Support for WordPress and WooCommerce
If you’ve got a live site or store, you need a professional and expert partner that you can rely on. Sometimes you might just need a question answered or a new team member to be trained up. Sometimes the support you need can be more comprehensive and require development of new features and functionality.
How does support fit in?
After a takeover
In order to provide support for your WordPress or WooCommerce site, we first need to complete a takeover. Takeovers allow us to take full responsibility for your site and provide effective and professional support.
Support is a complementary service to management. You can think of management as ‘keeping the lights on’ – mandatory hosting, updating and ensuring your site is online. Support allows us to deliver fixes, training and small features.
Support with a retainer
If you choose to work with a retainer, you will have a certain amount of time each month dedicated to working on the issues you want.
The issues are handled according to a priority you set and the time used is deducted from the retainer. Retainer-bound support is perfect for sites that have a big roadmap and is best delivered through sprints.
Working with a retainer keeps planning and invoicing simple as there is always a budget to relate to.
Ad hoc support
If you choose to skip a retainer, issues will still be dealt with according to the desired priority but the commercial process is more long-winded.
Support without a retainer usually means a slower response time and can make it harder for you to plan financially.
To maintain regularity, it is possible to collect issues for a longer period and fix them at one and the same time by agreeing a sprint.
How do we use the time?
Transparency is important. Here you can see how support time is used. This is illustrative and varies from client to client and month to month but this is what you should plan for.
How do we handle different issues?
|Time of day||The issue is registered and assigned||Action started||Cost||Time is measured|
Within monthly budget
|08:00 – 17:00||4 – 12 h||24 – 48 h||Standard price||Per started 15 min|
Outside monthly budget
|Anytime||At the first available time||At the first available time||Standard price||Per started 15 min|
|Urgent issues||08:00 – 17:00||Immediately||Immediately||+ 75 %||Per started 15 min|
|Urgent issues||Outside office hours||1 – 2 h||2 – 4 h||+ 150 %||Per started 15 min|
Invoicing fee for postal invoice: £7.50. Invoice via e-mail is free of charge. If the issue seems to take less than 4 hours, the work is started without being estimated, unless estimation is requested in writing. Project management is added by 25%.
Time to take the next step towards a more effective website?
Contact us, and we can talk more about how we can take your business to the next level together.