Ongoing Support, Simplified
Keeping your digital platforms running smoothly shouldn’t be stressful. That’s why we offer flexible support retainers designed to give you peace of mind and ensure your website or app stays secure, up to date, and ready to grow with your business. Whether you need occasional help or regular support, our packages scale with your needs.
All packages include access to our dedicated support desk, priority response times, and a consistent monthly time allocation to use however you need – whether it’s troubleshooting, content updates, or planning your next feature.
Our Digital Retainer Packages
Starter: 24 – £260/month
– 24 hours per year
– 2 hours per month
– 12-month agreement
Perfect for smaller sites or businesses needing light-touch support throughout the year.
Basic: 48 – £520/month
– 48 hours per year
– 4 hours per month
– 12-month agreement
– Includes test environment setup
– Basic mobile app update support
Ideal for organisations with regular content updates and occasional enhancements.
Standard: 72 – £780/month
– 72 hours per year
– 6 hours per month
– 12-month agreement
– Includes test environment setup
– Basic mobile app update support
– Quarterly strategy sessions
Our most comprehensive plan for proactive support, strategic planning, and room to scale.
What’s Included in All Packages:
- Access to our support desk
- Monthly WordPress core and plugin updates
- Bug investigation and minor enhancements
- Content updates (text/images/pages using existing design)
- Discovery & scoping sessions for new features
Basic & Standard Only:
- Test environment setup & hosting
- Basic mobile app updates (store resubmissions, config tweaks)
Standard Only:
- Quarterly strategy sessions
What’s Not Included:
- Large or new feature development
- Re-design or full redevelopment work
- Digital marketing or content creation
- Mobile app updates that require additional development or investigation
Let’s Keep Things Running Smoothly
Whether you’re launching new content, resolving a bug, or planning the next big thing, our team is here to support you. Choose the retainer that fits your needs and let us help you stay ahead, not just afloat.
Not sure which package is right for you? Get in touch and let’s build a support plan that works.
Have a question? Check out our FAQ below – we may have already answered it!
Frequently Asked Questions
What tasks are included in the support time?
Support requests will naturally vary depending on your platform and needs. Typical tasks that fall within your retainer 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.
Do retainer clients get priority?
Yes they do. All clients on a support retainer 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.
Does the retainer time rollover?
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.
Is this just for maintenance, or can you help with ideas and improvements too?
We’re here for more than bug fixes. All 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.
What does the strategy meeting include? (Standard Package only)
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.
What happens if I need more time than my package allows?
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.
What if I don’t take out a retainer package?
If you’re not expecting to need regular support, we also offer Pay-as-You-Go support.
Here’s how it works:
- We’ll first assess if your request is covered under your hosting or warranty agreement.
- If it requires development or investigation time, we charge £75+VAT per 30 minutes.
- You’ll always receive a time estimate and approval request before any work begins.
Once approved, one of our team members will jump in and get to work.
Can I cancel anytime?
You can cancel your support 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.
Can I pre-purchase support hours instead of a retainer?
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.
Terms
Hours must be used within the 12-month period. No more than 6 hours can be used for one job without agreement. The maximum hours used can’t total more than 50% of the total annual hours, multiplied by the percentage you are through your contract.
The Strategy is a quarterly meeting with one of our Digital Strategists to provide advice on your current digital solutions (marketing, website, app etc…). It is your chance to have a Digital Marketing & Development Expert on your board.
Prefer Flexibility? Try Our Bank of Hours
Need support without committing to a monthly package? Our Bank of Hours gives you access to our expert team on your terms. Pre-purchase a block of hours and use them as and when you need—whether it’s for fixes, improvements, or planning your next big feature.
This is perfect for:
- Access to our support desk
- Investigating and fixing bugs
- Discovery sessions & project scoping
- Time with our solutions architect, senior designer, or senior developer
- New feature development
- Re-designs or full redevelopment work
- Mobile app upgrades
- Training sessions for your team
- Documentation of your system or workflows
You get full flexibility, control over how your hours are used, and discounted rates when purchasing larger bundles.
Please note: Bank of Hours does not cover digital marketing or copywriting services.
