Development & support
It's only after the launch that it begins
A website is never finished. Questions arise, something eventually goes wrong, and there is 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 that in advance. This way, you don't have to arrange who is responsible for what again after going live, and we have capacity allocated for you in our schedule.
Where it usually goes wrong
After delivery, the team that built your site disappears. You end up at a support address where someone unfamiliar with your environment takes over, and every adjustment begins with explaining how it works. Small changes become quotes, quotes become projects, and projects are left on hold.
This creates a wishlist that lasts for years. Not because the requests are unreasonable, but because every request must first go through a process that is more burdensome than the request itself.
Our approach
You work with a dedicated team that knows your environment, and time is allocated for you every month. We address small adjustments immediately, without a prior quote. Larger projects are managed in sprints: we list 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 tendering for an expansion, and no account manager passing it on to a developer you've never spoken to. You don't have to chase us. We come to you.
How business-critical is your website?
This determines which of the three packages is suitable. 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 assistance and priority. For stable environments without a fixed development agenda. Immediate assistance in incidents, a dedicated point of contact, and priority in planning. -
Retainer
Carefree continuing development. For organisations that keep building 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 up to 24/7.
Product sheet Service Packages
The product sheet lists what is included in each package: the consultation rhythm, the response times, the size 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 don’t have to pay more than that.
Request the product sheet
What a year with us looks like
Fixed consultation
What’s happening, what’s finished, 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 built, and who will still be around next year.
How a request proceeds with us
This is how it works in practice, from reporting to going live.
You report something. We investigate it and discuss the solution and the impact with you.
We address small requests immediately, up to four hours of work. No quotation, no waiting time.
Larger requests first receive an assessment. You agree with the direction and the number of hours before anything happens, so there’s never a bill you weren’t expecting.
You first see it in a test environment, provide feedback, and only once you give your approval does it go live.
Critical faults are handled outside this process 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 differs by package are the times you can reach us and how quickly we respond to less urgent issues. Within that time, you will have a person on the line who understands how your environment works and will tell you what is going on.
These are response times, not resolution times. How long repair takes depends on what is broken, and we do not make promises we cannot keep. The exact times per package are listed on 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 it from there.
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 who want peace of mind
No scope creep, no overrunning schedules, and no surprises around a go-live. We work with clear acceptance criteria, a fixed status update, and a phased approach, so you always know where things stand internally. And if something urgent arises, we resolve it without first debating who caused it.
What that looks like in practice
Landstede Groep manages over 25 websites in a single environment and has been working with us as a dedicated 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 was a project on its own, as the foundation was already in place. Additionally, we continuously support the marketing team with campaigns, content queries, and the small improvements that arise each month.
That is precisely the work that remains stagnant on an outdated platform because it cannot be separated.
See the case of the Landstede Group
What people usually ask here
Want to know which package suits you?
Start with the product sheet. It lists the three packages side by side, with rates, response times, and durations, so you can see for yourself what suits your needs. You will receive it directly by email. No newsletter, and we won't call you about a download.
Prefer to discuss this? Call 040 82 00 393, and we can decide together what fits.
Request the product sheet.
