The website support and maintenance plan you don’t have to worry about.
A fixed monthly website maintenance package from £150, covering security patching, bug fixes and support when something breaks, with a price you can plan around.
For Marketing Leads, Operations Managers & Business Owners
You shouldn't have to be the website expert as well as everything else.
Whether you're the only person who understands how your site works, or you've just inherited a platform nobody chose on purpose, you need support that keeps things running without needing you to translate every issue yourself.
Our website care plan covers security patching, bug fixes and hands-on troubleshooting for sites built on Umbraco. It comes at a fixed monthly price, with a fair usage policy we explain up front rather than spring on you later. It’s technical support built around keeping the user experience consistent for whoever’s actually using your site, not just keeping the lights on behind the scenes.
Why Teams Come to Us
“We only hear from our agency when something’s already broken.”
When a security advisory is issued for your platform, our patching starts. Uptime monitoring tells us if your site goes down, so you’re not the one who has to spot it.
“I don't know if we're paying for hours we don't use.”
Our packages are a fixed monthly price (£150, £250 or £350), mostly billed annually, so you know the number up front. Your usage gets looked at during your review.
“Every support ticket turns into a surprise invoice.”
Our fair usage policy allows the occasional busy month. If you’re regularly over, we raise it at your review and talk through adjusting your package.
“If our one technical contact left, we'd be stuck.”
We document what we do and keep you in the loop as we go, so your site's history and its fixes live with us too, not locked in one person's head.
The Gecko Way™
Our approach to successful projects
Before we start, we confirm what we’re actually supporting: your platform, where it’s hosted, and which package fits. We’d rather agree that clearly than assume it and find out later. If your site needs a full technical audit first, that’s a separate piece of work, and we’ll quote for it before we begin rather than folding it into your support plan. Either way, you’ll know what’s covered and what isn’t before the first ticket lands.
Every support request gets triaged properly rather than worked through in whatever order it arrived. We look at what’s urgent (a broken checkout, a security flag), what’s important but not on fire (a slow-loading page), and what can wait for a scheduled window. Every ticket gets a priority from P1 to P4, and the same response targets apply to every client, whatever package you’re on. Nothing gets silently deprioritised, and nothing gets rushed just because it landed last. This is also where we flag anything that looks like a symptom of a bigger underlying issue, rather than just patching the visible problem.
This is the actual work: security patches and bug fixes for your supported platform. Platform upgrades aren’t part of a support package, so if you need one, such as moving to a newer Umbraco version, we’ll scope and quote it separately. Every fix is tested before it’s marked done, not just pushed live and left. For anything that touches something customer-facing, like a form, a checkout, or a login flow, we check it works exactly as it should before we close the ticket, not just that the error’s gone away.
You’ll always know what’s happened to your site and why. Every ticket gets a clear, plain-English note on what was wrong and what we did about it, not a changelog only a developer could parse. If your usage is running over what your package covers, we raise it at your review rather than let it sit unmentioned. We’d much rather you understood your own site a bit better each month than felt more dependent on us.
Support isn’t a one-off fix, it’s an ongoing relationship, and we treat the plan that way. Every six months, we review your usage and billing against your package. If you’re regularly going over, we talk it through at the review, which may mean moving to a bigger package or an earlier price change than you’d planned for. Where our available support time allows, we also check your site’s core functionality. The aim is a plan that still fits your site next year, not one stuck to a number someone guessed at sign-up.
What's Included in Technical Website Support
Security Patching
When an Umbraco security advisory is issued, we apply the relevant patch to your site and tell you what was done in plain English. That’s the scope: security patches, not routine updates to everything under the bonnet. Platform upgrades, such as moving to a newer Umbraco version, aren’t included in a support package, so if you need one we’ll scope and quote it separately.
We keep an eye on backups too. We receive a daily email telling us about any errors in the previous night’s backup, and we act on anything it reports. We don’t log in and check them by hand, and we’d rather say so than imply otherwise.
Bug Fixes & Troubleshooting
When something's not working the way it should, from a broken form to a page that won't render properly on mobile, we dig into the actual cause rather than just papering over the symptom. Every fix is logged with a plain explanation of what was wrong and how it was resolved, so you've got a proper record over time rather than a string of unexplained tickets.
Urgent, customer-facing issues get prioritised first. Cosmetic or low-impact bugs get scheduled sensibly rather than left to drift indefinitely.
Security Scope
Our security support is patching. We start work when a security advisory arrives for your platform, apply the patch, and keep you posted. That’s different from a security monitoring or threat-hunting service, and we’d rather be clear about the gap than leave you assuming it’s covered.
Unauthorised access and cyber attacks on sites hosted elsewhere are excluded. If you’ve had a security incident with a previous agency or host, tell us early, because it’s worth knowing about before we take on your site.
Uptime Monitoring
Your site’s uptime is monitored, and if it goes down, we’re alerted. Out of hours, that alert reaches our hosting partners.
Monitoring covers uptime only. Performance monitoring, Core Web Vitals reporting and database optimisation aren’t part of a support package, but if a slowdown is costing you conversions or search visibility, we can scope that work and quote for it separately.
Packages & Fair Usage
Support comes in three fixed monthly packages, at £150, £250 and £350 a month, mostly billed annually. Every package includes the same services: security patching, bug fixes and troubleshooting. What changes is the time you get each month. The £150 package gives you 1.5 hours of support, the £250 package gives you 2.5 hours, and the £350 package gives you 3.5 hours. A basic site usually starts on the £150 package, and more complex sites tend to do better on a larger one.
Our fair usage policy allows for the occasional busy month. If you’re regularly going over, we deal with it at your review, and that can mean an early price increase, so it’s worth asking us how your usage looks before you sign.
Every client gets the same response targets, whatever the package. A P1 (urgent) ticket is picked up within 2 working hours and fixed or answered within 1 working day. A P2 (high) ticket is picked up within 4 working hours and fixed or answered within 2 working days. A P3 (normal) ticket is picked up within 4 working hours and fixed or answered within 3 working days. A P4 (low) ticket is picked up within 4 working hours and fixed or answered within 2 weeks.
Six-Monthly Reviews
Twice a year, we review your usage and billing against your package. Where the support time available allows, we check core functionality too. If you’ve been regularly over your allocation, this is where we raise it and talk through what comes next, which can mean a different package or an early price change.
It’s a practical check-in on how you’re using the service, not a performance report, and we’d rather describe it honestly than dress it up.
What's Included in Technical Website Support
Security Patching
When an Umbraco security advisory is issued, we apply the relevant patch to your site and tell you what was done in plain English. That’s the scope: security patches, not routine updates to everything under the bonnet. Platform upgrades, such as moving to a newer Umbraco version, aren’t included in a support package, so if you need one we’ll scope and quote it separately.
We keep an eye on backups too. We receive a daily email telling us about any errors in the previous night’s backup, and we act on anything it reports. We don’t log in and check them by hand, and we’d rather say so than imply otherwise.
Bug Fixes & Troubleshooting
When something's not working the way it should, from a broken form to a page that won't render properly on mobile, we dig into the actual cause rather than just papering over the symptom. Every fix is logged with a plain explanation of what was wrong and how it was resolved, so you've got a proper record over time rather than a string of unexplained tickets.
Urgent, customer-facing issues get prioritised first. Cosmetic or low-impact bugs get scheduled sensibly rather than left to drift indefinitely.
Security Scope
Our security support is patching. We start work when a security advisory arrives for your platform, apply the patch, and keep you posted. That’s different from a security monitoring or threat-hunting service, and we’d rather be clear about the gap than leave you assuming it’s covered.
Unauthorised access and cyber attacks on sites hosted elsewhere are excluded. If you’ve had a security incident with a previous agency or host, tell us early, because it’s worth knowing about before we take on your site.
Uptime Monitoring
Your site’s uptime is monitored, and if it goes down, we’re alerted. Out of hours, that alert reaches our hosting partners.
Monitoring covers uptime only. Performance monitoring, Core Web Vitals reporting and database optimisation aren’t part of a support package, but if a slowdown is costing you conversions or search visibility, we can scope that work and quote for it separately.
Packages & Fair Usage
Support comes in three fixed monthly packages, at £150, £250 and £350 a month, mostly billed annually. Every package includes the same services: security patching, bug fixes and troubleshooting. What changes is the time you get each month. The £150 package gives you 1.5 hours of support, the £250 package gives you 2.5 hours, and the £350 package gives you 3.5 hours. A basic site usually starts on the £150 package, and more complex sites tend to do better on a larger one.
Our fair usage policy allows for the occasional busy month. If you’re regularly going over, we deal with it at your review, and that can mean an early price increase, so it’s worth asking us how your usage looks before you sign.
Every client gets the same response targets, whatever the package. A P1 (urgent) ticket is picked up within 2 working hours and fixed or answered within 1 working day. A P2 (high) ticket is picked up within 4 working hours and fixed or answered within 2 working days. A P3 (normal) ticket is picked up within 4 working hours and fixed or answered within 3 working days. A P4 (low) ticket is picked up within 4 working hours and fixed or answered within 2 weeks.
Six-Monthly Reviews
Twice a year, we review your usage and billing against your package. Where the support time available allows, we check core functionality too. If you’ve been regularly over your allocation, this is where we raise it and talk through what comes next, which can mean a different package or an early price change.
It’s a practical check-in on how you’re using the service, not a performance report, and we’d rather describe it honestly than dress it up.
"Half the support calls we get aren't really about the bug, they're about the client not knowing if it's going to cost them. So the first thing I tell people is what we found and what it'll take, before we touch anything."
Dave Nicklen, Support Manager at Gecko
Technical Website Support Case Study
[Case study content pending confirmed client data. Placeholder structure: paragraph describing the client’s starting situation, the support arrangement put in place, and the outcome after a defined period, approximately 60-70 words. One standout metric to be pulled from confirmed results, e.g. reduction in unplanned downtime or average ticket resolution time. Linked case study name to be confirmed once available.]
It covers security patching, bug fixes, troubleshooting and uptime monitoring, for a fixed monthly price, with a monthly allocation of support hours behind it. Platform upgrades aren’t included, though we’ll scope and quote them separately if you need one. It’s built for the everyday reality of running a website, the small breakages, the overdue security patches, the “is this normal” questions, not just emergency cover for when something goes badly wrong.
Technical website support is our general ongoing support service: security patching, bug fixes and uptime monitoring. All the sites we support run on Umbraco, so if yours does, you’re in the right place, and our Umbraco Support page goes into the platform side in more detail. If you’re on something else, or you’re not sure, ask us and we’ll give you a straight answer.
Our fair usage policy allows for the occasional busy month, so one-off overages aren’t a problem. If you’re regularly going over, we deal with it at your six-monthly review, which can mean moving you to a bigger package, sometimes with an early price increase. We’d rather talk about it openly at the review than let it quietly build up.
We review your usage and billing every six months. If you’ve consistently needed more support than your package covers, we’ll talk through adjusting it. Where our available support time allows, we also check your site’s core functionality at the review. The aim is for the package to keep fitting your real usage, not a number estimated at the start.
No. You don’t need to have built your site with us to bring your ongoing support to Gecko. We’ll confirm your platform and hosting, then agree which package fits. If you need a full technical audit first, that’s quoted separately. This applies whether we’re talking about a single site or a wider set of digital platforms you’re responsible for.
Nearly all the sites we support run on Umbraco, and that’s where we’re strongest. We’ve withdrawn WordPress hosting, so we’re not the right fit for WordPress sites. If you’re on something else, tell us what and we’ll give you a straight answer rather than a hopeful one.
For anything urgent or security-related, we’ll act quickly and let you know what we’ve done. For anything bigger, or anything that changes how a page or feature works, we’ll flag it and talk it through with you first. You’ll never be surprised by a change you didn’t ask for.
Every client gets the same P1 to P4 response targets, whatever their package. A P1 (urgent) ticket is picked up within 2 working hours and fixed or answered within 1 working day. P2 (high) is picked up within 4 working hours, with a fix or answer within 2 working days. P3 (normal) is picked up within 4 working hours, with a fix or answer within 3 working days, and P4 (low) within 2 weeks. Urgent, customer-facing issues sit at the top, while lower-priority fixes are scheduled sensibly rather than rushed. We’re upfront about where your ticket sits in that order, rather than leaving you guessing.
Get in touch and we’ll talk through your current setup, including your platform, hosting, and any support you’ve had in place before. From there we’ll recommend which of our three packages fits your site. You can book a call or send us the details directly from this page, whichever’s easier. Whatever you call it, a maintenance retainer, a care plan, or simply a website maintenance service, the process starts the same way.
Not sure if your current support plan actually fits your site?
If you’re paying for support and have no idea whether you’re overpaying or under-covered, that’s worth a proper look. We’ll talk through your platform, your current support setup and what’s actually been going wrong, then tell you honestly whether one of our fixed monthly packages would leave you better off. No pressure to switch anything on the call. It’s a proper technical support conversation, and it won’t cost you anything to have.
