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 proactive maintenance, security patching and hands-on troubleshooting for any CMS or platform, priced against what you actually use, reviewed honestly, and never sprung on you as a surprise invoice. 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?
“I don't know if we're paying for hours we don't use.”
Our support plans are usage-based, not a flat fee for a guess made at sign-up. You're reviewed every six months, so your package tracks what you actually need.
“Our last build ran over time and over budget.”
We scope properly before we start, and we stick to what we say. Express SLAs, clear milestones, and a team that tells you the truth even when it's inconvenient.
“Every support ticket turns into a surprise invoice.”
If you're ever close to your allocated hours, we tell you first. You choose whether to pause, wait for the next cycle, or top up, before anything's charged.
“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 anything's fixed or patched, we get properly acquainted with your site. That means a technical audit of your platform, hosting environment and any existing maintenance history, not just a quick look at the admin panel. We want to know what's actually running under the bonnet, what's fragile, what's overdue for attention, and what "normal" looks like for your setup, so we're not troubleshooting blind the first time something goes wrong. This stage also sets your starting support hours allocation properly, based on the real condition and complexity of your site, rather than a generic package picked off a price list.
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, an outdated plugin), and what can wait for a scheduled window. You'll always know where your ticket sits and roughly when it'll be picked up. 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: bug fixes, security patches, performance tweaks, plugin and dependency updates, whatever your site needs to keep running properly. 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 you're approaching your monthly hours allocation, we tell you before it becomes a problem, giving you the choice to pause non-urgent tickets or top up, rather than finding out via an invoice. 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 actual usage against your allocation and adjust it if the fit's off, whether that means scaling up because your site's grown busier, or scaling down if you've settled into a quieter patch. Additional hours are always available outside that cycle too, at a fair rate, if something unexpected comes up. The plan evolves with your site, rather than staying fixed to a number someone guessed a year ago.
What's Included in Technical Website Support
Proactive Maintenance & Patching
Core software, plugins, themes and dependencies get kept current on a regular schedule, not left until something breaks. We test updates in a staging environment before they touch your live site, so a routine patch never turns into an unplanned outage.
This covers whatever platform you're on, we're not tied to one CMS, and the maintenance approach adapts to your specific stack rather than applying a one-size-fits-all checklist. If a plugin or piece of software falls out of support entirely, we'll flag it early and talk through the safest way to replace or retire it, rather than letting it quietly become a liability.
Whether that's WordPress core updates, plugin updates on a different platform, or version upgrades and CMS patches for something built in-house, the same disciplined process applies. Offsite backups are checked on the same schedule too, so you're covered if anything ever needs rolling back.
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 Monitoring & Updates
Security patches get applied as part of your regular maintenance cycle, not bundled in as an afterthought. We monitor for known vulnerabilities relevant to your specific platform and dependencies, and act on anything relevant to your setup promptly rather than waiting for your next scheduled check-in if something's genuinely urgent.
If you've had a security incident with a previous agency or platform, this is exactly the sort of thing we want to hear about upfront, it shapes how closely we watch your site early on. Regular security checks cover everything from outdated security plugins to the weak points that make a site an easier target for web hacking attempts.
Uptime & Performance Monitoring
Your site's monitored for downtime and performance drops around the clock, so issues get caught before your customers or your board notice them first. If something goes down, you'll hear from us, not the other way round. We also keep an eye on load times and flag any gradual performance decline, the kind that creeps up slowly rather than announcing itself, before it starts costing you conversions or search visibility.
Our monitoring software tracks Core Web Vitals and other performance data alongside uptime, drawing on Google Search Console and Google Analytics where you've got them connected, rather than working from load times alone. It's ongoing website monitoring, not a once-a-year health check, and where a slowdown traces back to the database itself, database optimisation is treated as part of the same check, not a separate job.
Support Hours & Fair Usage Policy
Every support plan comes with an allocated monthly hours package covering bug fixes, patches and troubleshooting. If you go over that allocation in a given month, we tell you before any extra hours are invoiced, giving you the choice to pause non-urgent tickets or approve the extra spend.
There's no silent overage and no surprise on your next bill. It's a website maintenance plan built around fairness rather than catching you out, and it's the same honest approach whether you're on our smallest package or our largest.
It's all backed by clear Service Level Agreements, so you know what to expect and when, and every support request is handled by our UK-based support team rather than passed offshore.
Reporting & Six-Monthly Reviews
Every six months, we sit down with your actual usage data and review whether your current package still fits. If you've consistently needed more support than your plan covers, we adjust it upward rather than leaving you to quietly go over every month.
If things have gone quieter, we're just as happy to right-size it down. You'll get a clear summary of what was fixed, patched or flagged over the period, so the review is grounded in your site's real history, not a renewal conversation built on guesswork. You'll get this as a proper performance report, not just a spreadsheet of hours.
What's Included in Technical Website Support
Proactive Maintenance & Patching
Core software, plugins, themes and dependencies get kept current on a regular schedule, not left until something breaks. We test updates in a staging environment before they touch your live site, so a routine patch never turns into an unplanned outage.
This covers whatever platform you're on, we're not tied to one CMS, and the maintenance approach adapts to your specific stack rather than applying a one-size-fits-all checklist. If a plugin or piece of software falls out of support entirely, we'll flag it early and talk through the safest way to replace or retire it, rather than letting it quietly become a liability.
Whether that's WordPress core updates, plugin updates on a different platform, or version upgrades and CMS patches for something built in-house, the same disciplined process applies. Offsite backups are checked on the same schedule too, so you're covered if anything ever needs rolling back.
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 Monitoring & Updates
Security patches get applied as part of your regular maintenance cycle, not bundled in as an afterthought. We monitor for known vulnerabilities relevant to your specific platform and dependencies, and act on anything relevant to your setup promptly rather than waiting for your next scheduled check-in if something's genuinely urgent.
If you've had a security incident with a previous agency or platform, this is exactly the sort of thing we want to hear about upfront, it shapes how closely we watch your site early on. Regular security checks cover everything from outdated security plugins to the weak points that make a site an easier target for web hacking attempts.
Uptime & Performance Monitoring
Your site's monitored for downtime and performance drops around the clock, so issues get caught before your customers or your board notice them first. If something goes down, you'll hear from us, not the other way round. We also keep an eye on load times and flag any gradual performance decline, the kind that creeps up slowly rather than announcing itself, before it starts costing you conversions or search visibility.
Our monitoring software tracks Core Web Vitals and other performance data alongside uptime, drawing on Google Search Console and Google Analytics where you've got them connected, rather than working from load times alone. It's ongoing website monitoring, not a once-a-year health check, and where a slowdown traces back to the database itself, database optimisation is treated as part of the same check, not a separate job.
Support Hours & Fair Usage Policy
Every support plan comes with an allocated monthly hours package covering bug fixes, patches and troubleshooting. If you go over that allocation in a given month, we tell you before any extra hours are invoiced, giving you the choice to pause non-urgent tickets or approve the extra spend.
There's no silent overage and no surprise on your next bill. It's a website maintenance plan built around fairness rather than catching you out, and it's the same honest approach whether you're on our smallest package or our largest.
It's all backed by clear Service Level Agreements, so you know what to expect and when, and every support request is handled by our UK-based support team rather than passed offshore.
Reporting & Six-Monthly Reviews
Every six months, we sit down with your actual usage data and review whether your current package still fits. If you've consistently needed more support than your plan covers, we adjust it upward rather than leaving you to quietly go over every month.
If things have gone quieter, we're just as happy to right-size it down. You'll get a clear summary of what was fixed, patched or flagged over the period, so the review is grounded in your site's real history, not a renewal conversation built on guesswork. You'll get this as a proper performance report, not just a spreadsheet of hours.
"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
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, average ticket resolution time, or support hours saved against a previous fixed-rate plan. Linked case study name to be confirmed once available.]
It covers the ongoing, practical work of keeping your site secure, up to date and running properly: software and plugin updates, bug fixes, troubleshooting, security patching, and uptime and performance monitoring. Rather than a single fixed list, your plan flexes around what your specific platform actually needs, and you get a monthly allocation of support hours to cover it. It's built for the everyday reality of running a website, the small breakages, the overdue updates, the "is this normal" questions, not just emergency cover for when something goes badly wrong.
This page covers general technical website support and maintenance for any platform. Our Umbraco Support service is specifically for clients on Umbraco, with deeper platform-specific work built around that CMS. If your site runs on Umbraco, that page will usually be the better fit, if you're on a different platform, or you're not sure, this is the right starting point.
We tell you first. Every plan comes with a monthly hours allocation, and if you're approaching or about to exceed it, we'll let you know before anything extra gets invoiced. You then choose whether to pause non-urgent tickets until your next cycle, or approve the additional hours at a fair rate. Nothing gets charged without you knowing about it in advance.
We review actual usage every six months. If you've consistently needed more support than your current plan covers, we'll adjust the package upward so you're not quietly going over every month. If your site's settled into a quieter period, we're just as happy to scale it back down. The plan is meant to track 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 start with a proper look at your platform, hosting and any maintenance history, so we understand what we're taking on, then set an accurate starting hours allocation from there rather than guessing. This applies whether we're talking about a single site or a wider set of digital platforms you're responsible for.
This plan isn't tied to one platform. We work across a range of CMSs and custom-built sites, and the maintenance approach adapts to whatever your specific stack needs rather than applying the same checklist regardless of what you're running. That includes everything from an off-the-shelf website builder to bespoke content management systems, and everything running in between.
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.
Response times depend on urgency and your specific plan, urgent, customer-facing issues get picked up fastest, 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 a starting hours allocation and package that actually fits your site, rather than a generic tier. 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.
