Out-of-hours support isn't included in any plan. The retainer covers scheduled maintenance during business hours - updates, monitoring, and security patching all happen within that window.

That said, if something urgent comes up outside of hours and I'm available, I'm happy to help. This is chargeable at £125/hour and invoiced separately.

It's worth noting that regular maintenance significantly reduces the chance of emergencies — keeping software updated and patched means fewer critical issues arise in the first place.

Not as part of the maintenance service. Maintenance is focused solely on keeping your Statamic CMS and hosting environment secure, updated, and running smoothly.

If you’d like new functionality, design changes, or other custom web development work, I can provide a separate quote.

I offer three maintenance and support plans, Core, Plus, and Max.

These cover the most common maintenance needs for Statamic websites at different business scales.

By standardising plans, I can provide a consistent, reliable service while keeping costs predictable and processes efficient.

If you’re unsure which plan best fits your needs, I can recommend the most suitable option based on your site’s size, complexity, and business priorities.

You can cancel simply by not renewing your plan. Unless you tell me to not maintain your website and server, I will continue to work on your website until the 12-month contract has expired.

It's worth flipping this question around. What's happening with your website right now?

Most businesses fall into one of two camps. Either nobody is managing the website at all. 365 days a year it sits unmonitored until something breaks and causes a scramble. Or updates are handled ad-hoc by someone in-house, with no real monitoring in place, so issues still slip through and the site still goes down from time to time.

In both cases, when something does go wrong, it usually ends up on a ticket with an internal or outsourced IT team who have their own fires to fight. It's rarely a quick fix.

With this service, your website is monitored 24/7. I'm often aware of issues before you are, and the window for something to go wrong is much smaller because the site is being actively maintained. I'm also far more responsive than a typical IT support queue. There's no ticket system, no waiting in line.

I'll always communicate planned time off in advance. But the honest answer is that a well-maintained, monitored website very rarely has the type of emergencies you're used to, and that's the whole point of the service.

And in the rare event that something did go wrong while I was unavailable, you'd simply do what you do now. Contact your internal or outsourced IT team. The difference is, with this service, that scenario is far less likely to happen in the first place.

Core, Plus and Max plans include Monthly Support Hours, allocated time each month for troubleshooting, issue resolution, and general technical support. During business hours only: Monday-Friday, 9am-5:30pm.

• Core includes 1 hour/month

• Plus includes 2 hours/month

• and Max includes 4 hours/month

These support hours are primarily used for resolving issues flagged by the 24/7 monitoring, but can also be used for technical support, e.g. broken integrations or CMS issues.

Hours don't roll over. If a non-urgent issue needs more time than your monthly allocation and your site is still functional, I'll pause work and pick it back up the following month using that month's hours.

If an issue is urgent and fixing it would exceed your monthly hours, I'll let you know and any additional time is chargeable at £125/hour with your approval.

All maintenance packages are paid annually with a single invoice. Payment is due by bank transfer within 7 days, and your first maintenance cycle begins once payment has cleared. There are no ongoing commitments - you're paying for 12 months of service upfront.

Around 60 days before your 12 months are up, I'll get in touch to ask if you'd like to renew. All payments are non-refundable, but services remain active for the full term.

Pricing may be reviewed annually. Any changes are communicated with your renewal notice, so you always know what you're agreeing to before you renew.

You can upgrade your plan at any time. Upgrading starts a new 12-month contract on the higher plan, and the unused portion of your current plan is applied as credit against the new annual fee.

Since plans are paid annually, downgrades take effect at renewal. When your 12 months are up, you can switch to whichever plan suits your needs.

Any plan change is subject to the Terms and Conditions in effect at the time of the change.

Most updates have zero downtime. Statamic CMS updates and the majority of server patches are deployed seamlessly whilst your site continues to run. All testing happens in a staging environment first, and updates are pushed to production during low-traffic periods.

Occasional brief downtime: Some server updates require a reboot, resulting in approximately 5-7 minutes of downtime. These reboots are infrequent and scheduled outside of peak hours. You'll be notified in advance when one is necessary.

The maintenance process is designed to minimise disruption and keep your site available to visitors.

Every update follows a three-stage process before reaching your live site:

1. Pull and prepare – I pull a copy of the production site to ensure my local environment mirrors the latest version. Updates are then applied and tested locally.

2. Staging testing – Updates are pushed to a staging server, which mirrors your production hosting environment. I run automated crawls across every page to check for errors and test site functionality manually, for example, contact forms and interactive features.

3. Production – Only when both automated and manual tests pass do I apply updates to your production site, timed for low-traffic periods.

This three-stage process ensures issues are caught early, reducing risk and protecting your business operations.

Updates happen locally, so they don't impact the production website. The amount of time it takes depends on the scope and complexity of the updates.

The actual push to production only takes a few minutes. You’ll always be notified in advance, and updates are pushed live during low-traffic periods to minimise disruption.

Yes. I’ll always notify you in advance of any scheduled maintenance.

• Timing agreed in advance

• Coordination with your activity

• Preferred maintenance windows (days/times to avoid) are added to your account notes

Although problems are rare thanks to thorough testing, I follow a defined recovery process if an issue arises:

1. Immediate restoration: Your site is restored within minutes using the fresh backup taken before maintenance began.

2. Root cause analysis: I investigate the issue on the local copy and staging environment to identify what went wrong.

3. Fix and retest: A solution is developed and tested on staging before reapplying the update to your live site.

4. Clear communication: You receive regular updates and an estimated timeline until the issue is resolved.