Website Care that keeps you online and in control

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What Website Care covers

Website Care sits between reactive website support and proactive website maintenance.

  • Website Care (this page) - ongoing care, ownership, improvements, advice, and support when issues or changes arise
  • Website Support - reactive fixes and enhancements (urgent issues, bug fixes, new functionality, roadmap delivery)
  • Website Maintenance - proactive, scheduled work that keeps your site healthy (updates, monitoring, stability work)

Care is about preventing chaos, improving reliability, and keeping your site useful as your business evolves. Support is part of that, but it is not the whole story. 

Website Maintenance

Who Website Care is for

Website Care is a good fit if any of the following sound familiar:

You rely on your website for enquiries, bookings, sales, recruitment, or stakeholder trust
You want a partner you can run changes past - and actually get them implemented
Multiple people touch your website and nobody is fully owning the day-to-day
You have had poor experiences with suppliers or have inherited a messy setup
You need steady improvements over time rather than big redesigns every few years
You want the reassurance that if something breaks, you are not on your own

What you can expect from Website Care

A cared-for website is calmer to run. You should expect:

Faster resolution of issues because we know your site and how it is set up
Less downtime and fewer surprises
Clear prioritisation of what matters now vs what can wait
Improvements that keep the site aligned to what your customers need
Practical advice when you are not sure what the right next step is
A consistent, professional approach to access, testing, and release management

Common requests we handle

Website Care includes both ongoing care and reactive support. Typical work includes:

Fix and restore

  • Broken pages, links, or forms
  • Website errors after updates
  • Unexpected downtime or performance drops
  • Restoring access to admin tools or accounts

Improve and evolve

  • Adding new sections, pages, or functionality
  • Updating user journeys and calls to action
  • Integrations (CRM, booking systems, payment tools, email platforms)
  • Making the website easier to manage for your team

Protect and reduce risk

  • Access and permission clean-up
  • MFA setup and security hygiene
  • Fixing issues that create repeated incidents
  • Advice on hosting, DNS, renewals, and third-party tools

If you are unsure whether something is care, support, or maintenance, we will guide you to the right route. 

Website Care vs Website Support vs Website Maintenance

These terms get mixed up across the industry, so here is the simple version. 

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Website Care

  • The ongoing relationship and operating model
  • Covers improvements, oversight, and support when issues arise
  • Gives you a partner to keep things under control and moving forward 
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Website Support

  • Reactive and on-demand
  • Fixes, enhancements, and new functionality delivered as needed
  • Includes “roadmap implementation” work where you want the site to evolve 
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Website Maintenance

  • Proactive and planned
  • Keeps the platform healthy through regular upkeep
  • Reduces the likelihood of issues occurring in the first place 

In practice, many organisations use a blend. The point is clarity: you should always know what work is being done and why. 

How we classify work

To keep Website Care predictable, we split work into two broad categories:

Business as usual (BAU)

  • Smaller tasks that typically take less than 3 person-days
  • Examples: fixing a broken form, resolving a login issue, updating a feature, adding a payment option, troubleshooting a plugin conflict

Project work

  • Anything larger than 3 person-days
  • Examples: building a client portal, significant functional upgrades, complex integrations, security remediation, major content or structure changes

Most day-to-day requests sit in BAU. Project work is still part of care, but it needs clearer scoping, timelines, and sign-off. 

How charging and transparency works

We keep billing and tracking straightforward.

If we know your site (typical for existing Inspire clients)

  • We can usually estimate work quickly and proceed with clear agreement on scope

If the task is unfamiliar, or the site is new to us

  • We may recommend a small “bank of time” (typically 5 or 10 hours)
  • We track time against it and keep you updated on progress
  • Any remaining time can be carried forward to future work or handled as agreed

We track time using Toggl, which gives clear visibility on effort spent and progress. It also improves estimating over time because we have a record of similar work and how long it actually took. 

How we work safely

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In most cases, we do not work directly on your live website.

For BAU tasks and enhancements, we use a controlled approach:

  • Take a copy of your site and work in a development environment
  • Implement the fix or change
  • Test the solution properly
  • Share the staging link with you for sign-off
  • Release to live when agreed

This reduces the risk of making changes under pressure on a live site and protects your day-to-day operations. 

Who you will work with

You will have access to a team, not a single person.

Website Care works best when:

  • there is a clear point of contact on your side for decisions and sign-off
  • we have the right access in place (CMS, hosting, DNS where relevant)
  • we agree priorities and avoid “random acts of website change”

If you have internal IT, marketing, or external suppliers, we can work alongside them. The goal is calm coordination, not confusion. 

When Website Care is most valuable

Some situations make care especially important:

 

Staff turnover and lost access - when logins, MFA, and ownership are unclear
Supplier changes - when you need continuity and clean handover
Busy periods - campaigns, events, launches, or media attention that increase demand
Complex stacks - when your website connects to multiple systems and dependencies
High stakes - when downtime directly impacts revenue, reputation, or service delivery

If any of the above apply, the right care model reduces risk and makes change easier. 

FAQs

Website Care is an ongoing service that keeps your website stable, supported, and evolving. It includes support for issues and changes, plus the operational discipline that prevents chaos. 

Support is part of Website Care, but care is broader. Care includes ongoing oversight, prioritisation, and improvement - not just reactive fixes. 

Yes. If we did not build your site, we may start with a small discovery step or bank of time so we can understand the setup safely. 

Anything from broken pages and forms to new features, integrations, and performance problems. If it touches your website and affects how it operates, it is likely in scope. 

Yes. Many support requests are actually “make the site do more”. We can deliver new functionality, enhancements, and roadmap work. Larger changes may be treated as project work. 

In most cases, no. We work in a staging environment and release changes once tested and signed off. 

Response times depend on the nature of the issue and existing agreements, but our aim is always to acknowledge quickly and move towards resolution with clear communication. 

We use time tracking, clear notes, and agreed sign-off points. You should never feel like work is happening in a black box. 

A point of contact, access details (or a plan to obtain them), and a short view of what you want to achieve. If you have a deadline, tell us early so we can plan sensibly. 

Website Care connects naturally to maintenance, hosting, and ticket support. If those services are relevant, we will recommend the right setup rather than forcing everything into one bucket. 

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Next steps

If you want your website to feel properly looked after - and you want a team you can rely on when things need fixed or improved - Website Care is the right place to start.

Talk to us about your digital estate and website care, and we’ll recommend the best next step based on your situation.

Talk to us about Website Care
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