Someone Watching Your Site Who Isn't a Customer

It depends on the plan. Essential is next business day; Business is a few hours during business hours; Commerce & Critical includes priority response with defined targets for anything affecting transactions. Response times are written into the agreement rather than implied, and our monitoring usually means we're already working on it before you write in.

No — maintenance and hosting are separate. We maintain sites on whatever hosting you already have, and we'll flag when that hosting is the actual constraint. Where you'd rather have both handled by one team, managed cloud hosting is a separate service that pairs with this.

We respond as a priority incident regardless of plan: take the site offline or into maintenance mode if needed, contain, clean, restore from a known-good backup, patch the entry point and document what happened. Maintenance reduces this risk substantially but doesn't eliminate it — anyone claiming otherwise is overselling.

Each plan includes a monthly allocation of hours for content updates and small changes. Larger pieces of work are quoted separately as projects, so the retainer stays predictable for both sides. Unused hours don't roll over indefinitely, and we'll tell you when you're consistently underusing a plan.

That's common, and it's handled as a one-off catch-up remediation before routine maintenance begins — worked through in tested batches rather than all at once. If the assessment shows the site is beyond economic repair, we'll tell you that a rebuild costs less than maintaining it, even though it means quoting you less work.