Website support is the human on the other end when something breaks, when you need a change made, or when you're not sure why something is behaving oddly. Ours pairs a named engineer with a documented SLA. First response measured in hours or minutes, never days. From $79/mo across WordPress, Webflow, Shopify, Wix, and Squarespace.
Last updated ยท Reviewed by Ali Yasin Jatoi
First-response SLA. Human acknowledges the ticket and starts work, not an auto-reply.
| Plan | First response | Coverage | Channels |
|---|---|---|---|
| Care | 24h | Weekdays 9-6 (UTC / EST / GMT overlap) | |
| Care + Edits | 4h | 7 days a week | Email, WhatsApp |
| Scale | 1h | 24/7 | Email, WhatsApp, shared Slack |
| Commerce | 1h | 24/7 (30 min during BFCM) | Email, WhatsApp, Slack, phone |
| Enterprise | 15 min | 24/7 with named backup engineer | All channels + escalation runbook |
Website support is the human layer on top of maintenance: someone you can email or message when something breaks, when you need a small change made, or when you're not sure why something on the site is behaving oddly. Ours pairs a named engineer with a documented SLA so response times are a promise, not a hope.
First-response SLA runs from 24h on Care down to 15 min on Enterprise. First response is a human acknowledging the ticket and starting work, not an auto-reply. Resolution time depends on the complexity but most small issues are fixed inside the same business day.
Email is on every plan. Care + Edits adds WhatsApp. Scale and above add a shared Slack channel and phone. Enterprise clients get a documented escalation runbook with a named backup engineer.
No. If you're on a plan with us, emergency response is included. We don't invoice separately for a Sunday incident. That's the whole point of being on a plan.
WordPress and WooCommerce (specialism), Webflow, Shopify and Shopify Plus, Wix and Wix Studio, and Squarespace 7.1 and Commerce. For other platforms we can quote a migration.
Book a 20 minute call. Bring your site, your questions, and your worst incident. We'll walk through how we would handle it.
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