Support
Ongoing support A developer on call when you need one
After launch, things come up. A form stops working. A page needs updating. A new section needs adding. A third-party integration changes and something breaks quietly.
You don't need a full project for these. You need a reliable team who knows your platform, responds quickly, and handles issues without you having to explain the entire codebase from scratch every time.
That's what ongoing support is a retainer relationship that gives you access to a Brisbane-based team who already understands your system and works in your time zone.
What's covered
What ongoing support includes
Support covers the reactive side of platform ownership the things that come up between launches, the issues that can't wait, and the small updates that keep your site current.
- 01Bug fixes & issue resolution
Things break. Forms stop submitting. Layouts shift on devices nobody tested. Pages load slowly after someone adds a large image. When issues arise, we diagnose and fix them typically within 24–48 hours.
- 02Content updates & changes
Need a page updated, a banner swapped, a new team member added, or a blog post published? If your team doesn't have time or CMS access for a specific change, we handle it.
- 03Minor enhancements
Small improvements that don't warrant a full project adding a new section to a page, adjusting a form, updating a CTA, tweaking a layout for mobile. The kind of work that keeps your site current without a major investment.
- 04Technical troubleshooting
Something's not working and you're not sure why. We investigate, diagnose, and either fix it or explain what's needed — clearly, without jargon.
- 05Third-party updates
Plugins, APIs, and external services change. When an update breaks something on your site or an integration stops working, we handle the fix and test the recovery.
We respond same-day and resolve most issues within 48 hours
How it works
How it works
We keep it simple. A monthly retainer, priority access, and clear communication no ticket queues or account managers getting in the way.
- 01Monthly retainer
You get a set number of hours each month typically 4–8 hours. Those hours cover reactive support, minor updates, and issue resolution. We track hours transparently and let you know where you stand.
- 02Priority access
Retainer clients get priority response. We aim for same-day acknowledgement and resolution within 24–48 hours for most issues. Critical problems are handled immediately.
- 03No lock-in
Month-to-month. No long-term contract. We keep clients because the service is valuable, not because they're locked in.
- 04Clear communication
When you raise an issue, we tell you what's wrong, what we're doing about it, and when it'll be resolved. No ticket queues, no waiting for someone to "get back to you."
- You've launched a new site and aren't sure who to call when something needs fixing
- Your previous developer is unavailable, slow to respond, or gone entirely
- Small updates pile up because nobody on the team has time or access
- Issues arise and you don't have a technical person to diagnose them
- You want a developer who already knows your platform not someone starting from scratch every time
Common questions
Frequently asked questions
No. We support platforms built by other agencies or developers. We'll review the codebase first to make sure we can support it effectively and we'll be honest if there are underlying issues that need addressing.
We'll let you know before exceeding your allocation and give you the option to approve additional hours or defer to next month.
Support is reactive fixing issues, making updates, answering questions when they come up. Maintenance is proactive security updates, performance monitoring, backups, and platform health. Most clients benefit from both. See our Platform maintenance & evolution service for the proactive side.
Same-day acknowledgement for retainer clients. Most issues resolved within 24–48 hours. Critical issues (site down, security breach) are treated as immediate priority.
Next.js, PayloadCMS, WordPress, and most modern web stacks. If you're unsure, get in touch and we'll confirm.