Support Services

Most organisations benefit from both. Maintenance reduces risk and prevents problems, while support is there when something unexpected happens. If you want fewer surprises, start with maintenance. If you’re dealing with urgent issues right now, support is likely the priority. 

Yes. We support both Inspire and non-Inspire websites. The key is understanding your current setup and the nature of the issue. If we are unfamiliar with the site, we may start with an agreed discovery period so we can diagnose properly and work safely. 

Urgent issues are typically those that stop your website working properly or create immediate risk - for example, downtime, hacked sites, broken checkout journeys, or critical forms failing. If your website is actively losing enquiries or damaging trust, it usually counts as urgent. 

BAU support covers tasks that take less than 3 man-days, such as minor fixes, access issues, and urgent tweaks. Project work covers larger tasks over 3 man-days, such as bigger feature development, complex integrations, migrations, or major performance and security work. 

A bank of time is a pre-agreed block of hours used to investigate, diagnose, and fix issues transparently. It is often used when a website is unfamiliar or the issue is unclear. It prevents open-ended work and keeps billing fair and trackable. 

We prioritise containment, protection, and recovery. That might include isolating the issue, removing malicious code, updating vulnerable components, tightening access, and restoring safe backups where appropriate. We’ll also advise on preventative measures to reduce future risk. 

This depends on the support arrangement and the service being delivered. Some organisations require extended coverage, while others only need support within standard hours. The best approach is to choose the care model that matches your operational needs and risk profile. 

Website support is the work itself - diagnosing and fixing issues. Ticket support is the structured system around it - logging requests, tracking progress, and maintaining visibility. Many clients value ticket support because it gives clarity, accountability, and a consistent route to request help. 

Typically, we need access to the systems involved - hosting, domain/DNS, CMS admin access, and any key third-party tools. We also need basic context on what has happened, what has changed recently, and what “fixed” looks like from your perspective. 

Yes. These issues are common causes of downtime and disruption. We support clients with DNS configuration, domain renewals and disputes, hosting troubleshooting, and stability improvements. If you’re not sure what sits where, we can help map it out and regain control. 

Yes. We believe professional support includes clear communication. You should know what was done, why it was done, and what the next steps are. Where appropriate, we’ll also flag risks and recommendations so you can make informed decisions. 

For maintenance-led arrangements, we can provide regular visibility of updates, issues prevented, and improvements made. The goal is to make maintenance feel valuable, not invisible - keeping you informed without overwhelming you with noise. 

Yes. Our Web and AI consultancy is designed to cut through the hype and focus on practical use. We help you understand what’s useful, what’s risky, and what’s worth investing in based on real outcomes like efficiency, customer experience, and operational improvement. 

We work across a range of platforms and technology stacks, and we’ll always be clear about what we can support and how. If a system is highly specialised, we’ll tell you early and recommend the best approach rather than guessing. 

Pricing depends on the service type and the level of coverage required. Some work is handled as BAU support, some as project work, and some as ongoing maintenance arrangements. If the issue is unclear or the site is unfamiliar, we may begin with a bank of time to diagnose and define the right next steps