Care & Maintenance Packages

Support requests will naturally vary depending on your platform and needs. Typical tasks that fall within your package time include:

• Basic content updates (text/images/pages)
• Adding fields to forms
• Minor design tweaks using your CMS
• Investigating bugs or issues reported by users

More complex tasks like custom feature development, deep app investigations, or new page templates may require additional time or a separate quote. We’ll always let you know if a request falls outside your included time before any work begins.

Yes they do. All clients on a digital care package receive priority access to our development schedule, meaning your requests are handled faster and with guaranteed time allocated each month. It’s our way of making sure your business keeps moving without delays.

We expect all support time to be used within your 12-month agreement. Don’t worry your project manager will provide regular updates on your remaining hours and help you plan how best to use them before your term ends.

We’re here for more than bug fixes. All care & maintenance packages include time for discovery and scoping sessions, so we can help plan, prioritise, and explore ways to make your digital presence work harder for your business.

Each quarter, you’ll have access to a strategy session with one of our experienced digital strategists. This is your opportunity to:

• Get expert input on your website, app, or digital tools
• Discuss opportunities to improve user experience, performance, or conversions
• Explore new ideas for features, integrations, or campaigns
• Ask questions about marketing, content, or platform best practices

Think of it as having a digital expert at the table to help steer your organisation forward.

You can top up your hours at our standard hourly rate, or if you find you’re consistently running over, we’ll help you upgrade to the next package tier to better suit your needs.

Without an active Care & Maintenance package in place, your website won’t receive regular updates to its platform technologies (like PHP), WordPress core, or plugins — all of which are essential to keeping your site secure, stable, and performing at its best.

Over time, skipping these updates can put your platform at risk of security vulnerabilities, bugs, or compatibility issues that may impact both user experience and overall reliability.

That said, if you’re not expecting to need regular support, we do offer a Pay-as-You-Go option.

Here’s how it works:

• We’ll first assess whether your request is covered under any existing hosting or warranty agreement.
• If the work requires development or investigation time, we charge £75+VAT per 30 minutes.
• You’ll always receive a time estimate and approval request before we begin.
• Once approved, our team will schedule and carry out the work.

While this option offers flexibility, we highly recommend a Care & Maintenance package for proactive protection, peace of mind, and ongoing support.

You can cancel your care package at the end of the 12-month minimum agreement. If you choose to end the agreement early, the remaining months will be chargeable to close the contract.

Yes you can. We offer the option to pre-purchase a block of support hours that you can draw from as needed (excluding digital marketing or copywriting).

This gives you flexibility without committing to a monthly retainer. Discounted rates are available for larger bundles. Contact us for more information and pricing.