Essential / BDS$199 per month
Within 2 business days
for an email reply.
Routine update target: within 2 business days once ready.
Allowance: 1 update batch / month · up to 20 minutes.
Support that’s clear from the start
Know when you’ll hear back.
Know what happens next.
Email is the standard support channel. We separate the time to respond, the target for a routine update and the time needed to investigate a fault.
Monthly package service targets
A practical turnaround.
These targets form the proposed service schedule for the packages. Your accepted agreement confirms the start date, support address and any tailored terms.
Within 2 business days
Connected / BDS$399 per month
Within 1 business day
for an email reply.
Routine update target: within 2 business days once ready.
Allowance: 2 update batches / month · up to 30 minutes each.
Local Growth / BDS$599 per month
Within 1 business day
for an email reply.
Routine update target: within 1 business day once ready.
Allowance: 2 update batches / month · up to 30 minutes each.
What “48 hours” means here
Two business days.
Clear starting conditions.
For Essential, a ready, routine change within the 20-minute allowance has a target of two business days. We use business days rather than an unqualified 48-hour promise.
A request received at 3pm on Friday would normally have a two-business-day target of 3pm Tuesday, provided there is no public holiday and the scope, content and access are ready.
- Working hoursMonday–Friday, 9am–5pm UK time (Europe/London), excluding England and Wales public holidays. Outside-hours requests start the next working day.
- Response means acknowledgement and a next stepWe confirm receipt, assess the request and explain the next action. It is not a promise that every fault or project will be finished within that time.
- Routine completion starts when the request is readyFinal text/images, access and any approvals must be supplied. The change must fit the agreed site and remaining allowance.
- Waiting time is explainedIf we need your input or a provider decision, we identify the dependency and give a revised target when it is resolved.
When something is wrong
Priority by impact.
Fault investigation is different from using a content-update allowance. We assess the cause before deciding whether work is maintenance, a provider issue or an additional project.
Critical / Website unavailable
Restore the main journey.
A site outage, suspected compromise or failed core booking/payment handoff is prioritised. Initial triage target: four working hours during the support window, across all plans.
No fixed resolution or uptime guarantee is implied. Provider outages and security incidents can need a separate recovery plan.
Important / Something is impaired
Investigate the fault.
A broken feature with a workaround follows your package’s response target. We assess the impact, investigate and give an update or estimate.
Routine / Content or improvement
Use the right scope.
Ready text/image updates follow the package allowance and completion target. New pages, layouts, features and larger changes are quoted before work starts.
These are service targets, not a 24/7 helpdesk, guaranteed fix time or automatic service-credit scheme. Weekend coverage, tighter incident terms and business-critical integrations need a bespoke agreement.
For larger projects
Milestones beat
a blanket deadline.
Bespoke work has its own delivery schedule, review windows, acceptance checks and escalation contact. We agree what needs approval and how changes affect the price and dates.
We do not promise to build a booking system, launch a full website or resolve a third-party outage inside a routine content-update turnaround.
Discuss a tailored service level ↗A useful first conversation
Choose support that fits the way you work.
Tell us what’s working, what’s getting in the way and where you want to go next. We’ll shape the right scope around you.