IT Support and Maintenance
Ongoing IT support that keeps your websites and systems up to date
Ongoing support for websites, applications, databases and servers, including updates, monitoring and agreed support plans.
Who this is for
Websites, applications and servers need regular care after launch, yet the original developer may have moved on and in-house staff are often stretched. We provide ongoing support and maintenance for organisations that want a dependable team to handle updates, fixes and routine administration for systems we built or systems built by others.
Without regular maintenance, software falls behind on security patches, databases slow down, disks fill up and small bugs pile up. We take stock of what you run, agree on a support scope and a clear way to raise requests, and then keep your systems patched, backed up and documented, reporting regularly on what was done.
What we deliver
- Website support
- Content changes, form fixes, plugin and theme updates, broken link checks and small layout adjustments for your existing websites.
- Application support
- Investigating and fixing bugs, answering user queries and making minor enhancements to web and internal applications, including ones we did not originally build.
- Database maintenance
- Routine optimisation, index tuning, clean-up of old data, integrity checks and verification of database backups for MySQL, SQL Server and similar systems.
- Server administration
- Managing user accounts, disk space, services, scheduled jobs, logs and SSL certificate renewals on Linux and Windows servers.
- Software updates
- Planned updates to operating systems, frameworks, CMS platforms and libraries, tested on a staging copy before being applied to live systems.
- Performance monitoring
- Watching response times, resource usage and error logs, and investigating gradual slowdowns before they become outages.
- Support plans
- Agreed arrangements defining what systems are covered, how to raise requests, working hours, priority levels and how much work is included each month.
What changes for your organisation
One point of contact
Requests go through a single channel and are tracked to completion rather than lost in email.
Current, patched software
Regular updates reduce exposure to known security issues and compatibility problems.
Knowledge kept on record
We document systems as we work, so knowledge stays with your organisation if staff change.
Predictable scope
A defined support plan makes it clear what is covered and what needs separate approval.
How a it support and maintenance engagement runs
- 1
Onboarding audit
We review each system's code, hosting, access, backups and known issues before taking it on.
- 2
Access handover
We set up named accounts and securely record credentials with your approval.
- 3
Support scope
We agree on covered systems, request channels, priorities and monthly allowances.
- 4
Routine maintenance
We carry out scheduled updates, checks and backups according to an agreed calendar.
- 5
Periodic reporting
We report on requests handled, updates applied and issues that need decisions.
Questions about it support and maintenance
Can you support a system that another company built?
We can. We begin with an onboarding audit to understand the code, hosting and any risks, and we will point out problems that need fixing before routine support can be reliable.
What is included in a support plan?
Each plan is agreed with you and typically lists the systems covered, routine tasks such as updates and backups, how requests are raised and prioritised, and an allowance for small changes. Larger projects are scoped separately.
How do we raise a support request?
We set up a request channel such as email or a ticketing system, so every request is logged, assigned and tracked. Urgent issues can be escalated by phone to the contacts named in your plan.
Do you need full admin access to our systems?
We need enough access to do the agreed work, usually through named accounts rather than shared passwords. You keep ownership of all accounts and can review or revoke our access at any time.
What affects the cost of ongoing support?
Cost depends on how many systems are covered, their complexity and age, the expected volume of requests and the support hours required. Older systems with little documentation usually need more effort at first.
Discuss a it support and maintenance project
Share what you have today and what you need. We reply by email, usually with a few questions and a suggested next step.