One-off fixes
A one-off fix covers a specific agreed problem on one website. We review the request before confirming the work. Separate issues, a redesign, or new functionality require a separate scope. Sending an enquiry does not place a paid order.
Monitoring only
Monitoring provides checks, alerts, and reporting for the agreed website. The owner or their developer remains responsible for taking action. Hands-on fixes, plugin updates, backup creation, and restores are not automatically included. Backup status monitoring depends on access to the existing backup system.
Fully managed care
Managed care adds an agreed maintenance and support programme. The plan defines update handling, security work, backup creation, recovery assistance, and any included troubleshooting. Custom development and third-party subscription costs are covered only if explicitly included.
Response and resolution
24×7 describes the intended coverage of the support service. Your quote or agreement sets the support channels, activation date, severity definitions, and response targets. We do not publish a universal guaranteed response or resolution time. Receiving a message is not the same as diagnosing or fixing a fault.
Backups and recovery
Backup frequency, retention, storage, and restore checks are agreed for each managed site. Recovery depends on usable backup data and access. Busy stores need a specific plan for recent orders and other changes that occur after a backup.
Hosting and third-party services
Support is subject to the access available and the capabilities of your hosting, plugins, payment gateways, and other providers. Some faults require their involvement. Any proposed change outside the agreed scope is discussed before proceeding.
Getting started
Send an enquiry with your website address and a description of the problem. We confirm the applicable terms and any access arrangements before paid work begins.