Ongoing development & support
After golive, it only just begins
A website is never finished. Questions arise, things can go wrong, and there's always something that can be improved. The question is not whether that will happen. The question is who will take action, and how quickly.
With a service agreement, you establish this in advance, so that after going live, you don't have to arrange again who is responsible for what. You work with a dedicated team that knows your environment, and there is capacity allocated for you in our planning.
Where it usually goes wrong
After delivery, the team that built your site disappears. You end up with a support address where someone who doesn’t know your environment is waiting, and every adjustment starts with explaining how things work. Small issues turn into quotes, quotes become projects, and projects remain pending.
This creates a wish list that lingers for years. Not because the requests are unreasonable, but because each request must first go through a process that is more cumbersome than the request itself.
How we approach it
You work with a dedicated team that knows your environment, and time is set aside for you each month. We tackle small adjustments immediately, without prior quotes. Larger projects are carried out in sprints: we outline what needs to be done, what your data shows, and what you want to test, and then we get to work.
No new briefing for each component, no tender for an expansion, and no account manager passing it on to a developer you’ve never spoken to. You don’t need to chase after us. We come to you.
How business-critical is your website?
That determines which of the three packages fits. Each package specifies how much capacity you have in our planning, how quickly we respond, and what you can expect from us.
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Support | Guaranteed help and priority.
For stable environments without a fixed development agenda. Immediate assistance with incidents, a dedicated point of contact, and priority in planning. -
Retainer | Carefree further development.
For organisations that continue to build on their site. A fixed number of hours per month, guaranteed time in the schedule, and weekly meetings. -
Enterprise | Optimal security.
For business-critical Umbraco applications. Everything from Retainer, plus the option of Umbraco HQ support and availability 24/7.
Product sheet Service Packages
The product sheet details what is included in each package: the consultation rhythm, response times, the scope of the hour bundle, the rates, and the duration. Support is not a stepping stone to Retainer. It is a different product for a different situation, and if your environment is stable, you do not need to pay more than that.
Request the product sheet.
What a year with us looks like
Fixed consultation
What's happening, what's gone, what's coming up. Brief if possible, longer if necessary. The rhythm depends on your package.
A flexible plan
Continuous monitoring
One point of contact
Someone who knows how your site is put together, and who will still be there next year.
How we handle a request
You report something. We investigate it and consult with you about the solution and the impact.
We handle small requests immediately, up to four hours of work. No quotation, no waiting time.
Larger requests receive an initial estimation first. You agree on the direction and the number of hours before anything happens, so there’s never a bill that you weren’t expecting.
You see it first in a test environment, provide feedback, and only after your approval does it go live.
Critical faults bypass this route and are addressed immediately according to the agreements in your package.
If something is broken
If your site is down, we will respond within four hours. This applies to every package, as an outage is an outage. What varies by package are the times you can reach us and how quickly we respond to less urgent issues. Within that timeframe, you will have a person on the line who knows how your environment works and who will explain what is going on.
These are response times, not resolution times. How long recovery takes depends on what is broken, and we do not make promises about timeframes we cannot keep. The exact times per package are listed in the product sheet.
And if you want to leave
Your site runs on Umbraco Cloud, a standard platform. The source code, domain, and licenses are in your name, and any Umbraco partner can take over.
This is not stated because we assume you are leaving, but because a partner you cannot leave is not a partner. We retain customers through collaboration, not through technology.
For project managers and marketing teams seeking peace of mind
No scope creep, no slipping schedules, and no surprises around a launch. We work with clear acceptance criteria, a fixed status update, and a phased approach, so that you always know where things stand internally. And if something urgent arises, we resolve it without first discussing who caused it.
What that looks like in practice
Landstede Groep manages more than 25 websites in one environment and has been working with us as their established digital partner for years. Since the migration, three new websites have been added and four existing ones have been redesigned. None of those seven projects were standalone, as the foundation was already in place. Additionally, we continuously support the marketing team with campaigns, content queries, and the minor improvements that arise each month.
That is precisely the work that remains outstanding on an outdated platform, as it cannot be separated.
Check the case of the Landstede Group
What people usually ask here
Want to know which package suits you?
Start with the product sheet. It displays the three packages side by side, with rates, response times, and durations, so you can see for yourself what works for you. You’ll receive it directly by email. No newsletter, and we won’t call you following a download.
Request the product sheet.
