Umbraco changes fast, patches, versions, features. Ongoing Umbraco support keeps your site secure, current and running properly, so you're never the one explaining why it broke.
Whether you're a marketing lead who inherited the platform, an IT manager juggling a dozen other systems, or the founder who built the site yourself, the worry's the same: something breaks and you're the one explaining it upward. We handle the technical side of keeping Umbraco patched, monitored and running properly, so nobody in your business has to become the platform expert overnight. It's steady, unglamorous work, and that's exactly the point.
Plenty of website owners feel exactly the same, even when it's not officially their job title. At its heart, Umbraco is still just the content management system running underneath everything else, and whether you call it a web support service or simply ongoing website maintenance, it deserves the same attention as any other part of the business.
Our approach to successful projects
Before we touch anything, we get a proper picture of what we're supporting. What version of Umbraco you're running, what's hosting it, what integrations and third-party packages are bolted on, and what's actually gone wrong in the past. Support agreements built on guesswork tend to miss the thing that actually bites, so we ask the unglamorous questions early: when was this last patched, who set up the hosting, has anyone documented the custom bits. This isn't the upgrade conversation, we're not deciding whether to move you to a newer version here, just building an honest map of what we're now responsible for keeping healthy. We'll also check what Umbraco HQ's own documentation says about your specific version, rather than relying on guesswork or outdated forum threads.
With that map in hand, we run a proper health check. Is the core up to date, are dependencies and packages current, are backups actually running and actually restorable, is anything quietly out of support already. We flag anything urgent straight away rather than burying it in a report you'll read next quarter. This is also where we work out what level of support cover actually fits your site, a low-traffic brochure site and a site handling daily transactions don't need identical treatment, and we'd rather size this properly than sell you more than you need. Whether that's a content-heavy business website publishing daily or a leaner site with a handful of custom development touches, the evaluation adjusts to match what's actually there.
This is where the support agreement itself takes shape: a patch and update cadence, monitoring set up against your actual site rather than a generic template, clear escalation paths, and a ticketing process that doesn't leave you guessing where things stand. If you're running Umbraco Forms or Umbraco Commerce, those get folded into the same plan rather than treated as somebody else's problem. Everything gets set up properly rather than bolted on, because a support agreement that only works when nothing goes wrong isn't really a support agreement. This is also where we agree the service level agreements in writing, not just verbally, so your support plan and any issue trackers we use are clear from day one.
Every patch, fix and change gets recorded somewhere you can actually find it, not left in a developer's head or an old email thread. We'd rather over-communicate what we've done and why than have you discover it by accident six months later. Where it's useful, we'll walk your team through what's changed, particularly if it affects how content editors use the backoffice day to day. The aim is that your Umbraco setup makes sense to more than one person, including you. That includes the user interface changes editors will notice day to day, and how content versioning works if they ever need to roll a page back.
Support doesn't stop once the agreement's signed. We keep an eye on Umbraco's own release calendar on your behalf, so an end-of-support date doesn't arrive as a surprise, and we flag it well before it becomes urgent. Regular check-ins mean you always know where your site stands, not just when something's gone wrong. This is the long game: staying close enough to your site that when something does need attention, we've usually already spotted it. Umbraco publishes different release types on its own schedule, and we track those against the Umbraco Learning Base rather than expecting you to.
Umbraco releases security patches on a regular cycle, and an unpatched site is an exposed one. We keep your installation on a supported, current version, applying patches as they're released rather than letting them stack up. If you're on an older major version that's approaching or past its end of support, an unpatched site stops receiving fixes altogether, effectively a dead end from a security standpoint.
We track where your version sits against Umbraco's own support timeline and make sure you're never caught out by a date you didn't know was coming. Deciding whether and when to move to a newer major version is its own conversation (see our Umbraco Upgrades page), but keeping you patched and covered on your current version is squarely what this service does.
Beyond the patches Umbraco releases themselves, we also look at broader security hardening, checking for known security vulnerabilities and making sure SSL certificates don't quietly lapse in the background. Umbraco patches get applied as they land, not batched up and left for later.
Beyond the core CMS, most Umbraco sites run on a stack of third-party packages, custom code and integrations, and any one of those can quietly go stale. We run regular health checks across the core install and everything attached to it, checking for outdated dependencies, deprecated features and anything that's likely to cause trouble down the line.
Rather than waiting for something to break, we're looking for the small warning signs first, an out-of-date package here, a compatibility issue there, and dealing with them while they're still minor and cheap to fix. Where a package comes from the Umbraco Marketplace or another source of add-on products, we check it's still actively maintained and free of known compatibility issues before it causes a problem, cross-referencing Umbraco's own Community Forum where it's useful.
We'll also keep an eye on website performance markers like Core Web Vitals, since a slow site is often the first sign something else needs attention.
Something will go wrong eventually, a form stops submitting, a page throws an error, content editors can't publish. When it does, you've got a direct line to people who actually understand Umbraco, not a generic helpdesk reading from a script.
We diagnose the actual cause rather than patching the symptom, fix it, and tell you plainly what happened and why, in language that doesn't require a computer science degree to follow. If the same issue keeps resurfacing, we'll say so and get to the root of it rather than fixing it the same way three times.
That covers everything from critical bug fixes that need sorting the same day, down to the smaller stuff like stray 404 errors or an API integration quietly failing. It's real Umbraco developers looking at your site, not a generic ticket queue.
A backup you've never tested restoring is a hope, not a plan. We make sure backups are actually running on a sensible schedule, and that they'd actually work if you needed them, database, media, the lot. If something goes properly wrong, a bad deployment, a corrupted database, a hosting failure, we've got a clear recovery process ready rather than working it out under pressure while your site's down and your inbox is filling up.
That includes your source code alongside the database and media, so a full restore is actually possible, not just a partial one.
If your site relies on Umbraco Forms for lead capture or Umbraco Commerce for transactions, those need the same attention as the core CMS, arguably more, since they're often the parts directly tied to revenue or enquiries.
We keep both patched and working properly, checking submissions are actually arriving where they should, payment integrations are behaving, and nothing's quietly failing in the background where you wouldn't notice until a client complains that their enquiry never reached you.
For Commerce specifically, that includes checking discount code functionality still applies correctly at checkout, and for Forms, making sure spam reports aren't quietly burying genuine enquiries.
Support only means something if you know what to expect from it. You get a clear response time for issues depending on severity, a defined escalation path if something's serious, and a named point of contact rather than a rotating cast of strangers.
We report back regularly on what's been done, not just when something's broken, so support feels like an ongoing relationship rather than a box you tick once a year and hope you never need. Some clients think of this as a web retainer, we just call it a support agreement, either way the point's the same: a clear resolution time attached to every support ticket, not just an acknowledgement.
Umbraco releases security patches on a regular cycle, and an unpatched site is an exposed one. We keep your installation on a supported, current version, applying patches as they're released rather than letting them stack up. If you're on an older major version that's approaching or past its end of support, an unpatched site stops receiving fixes altogether, effectively a dead end from a security standpoint.
We track where your version sits against Umbraco's own support timeline and make sure you're never caught out by a date you didn't know was coming. Deciding whether and when to move to a newer major version is its own conversation (see our Umbraco Upgrades page), but keeping you patched and covered on your current version is squarely what this service does.
Beyond the patches Umbraco releases themselves, we also look at broader security hardening, checking for known security vulnerabilities and making sure SSL certificates don't quietly lapse in the background. Umbraco patches get applied as they land, not batched up and left for later.
Beyond the core CMS, most Umbraco sites run on a stack of third-party packages, custom code and integrations, and any one of those can quietly go stale. We run regular health checks across the core install and everything attached to it, checking for outdated dependencies, deprecated features and anything that's likely to cause trouble down the line.
Rather than waiting for something to break, we're looking for the small warning signs first, an out-of-date package here, a compatibility issue there, and dealing with them while they're still minor and cheap to fix. Where a package comes from the Umbraco Marketplace or another source of add-on products, we check it's still actively maintained and free of known compatibility issues before it causes a problem, cross-referencing Umbraco's own Community Forum where it's useful.
We'll also keep an eye on website performance markers like Core Web Vitals, since a slow site is often the first sign something else needs attention.
Something will go wrong eventually, a form stops submitting, a page throws an error, content editors can't publish. When it does, you've got a direct line to people who actually understand Umbraco, not a generic helpdesk reading from a script.
We diagnose the actual cause rather than patching the symptom, fix it, and tell you plainly what happened and why, in language that doesn't require a computer science degree to follow. If the same issue keeps resurfacing, we'll say so and get to the root of it rather than fixing it the same way three times.
That covers everything from critical bug fixes that need sorting the same day, down to the smaller stuff like stray 404 errors or an API integration quietly failing. It's real Umbraco developers looking at your site, not a generic ticket queue.
A backup you've never tested restoring is a hope, not a plan. We make sure backups are actually running on a sensible schedule, and that they'd actually work if you needed them, database, media, the lot. If something goes properly wrong, a bad deployment, a corrupted database, a hosting failure, we've got a clear recovery process ready rather than working it out under pressure while your site's down and your inbox is filling up.
That includes your source code alongside the database and media, so a full restore is actually possible, not just a partial one.
If your site relies on Umbraco Forms for lead capture or Umbraco Commerce for transactions, those need the same attention as the core CMS, arguably more, since they're often the parts directly tied to revenue or enquiries.
We keep both patched and working properly, checking submissions are actually arriving where they should, payment integrations are behaving, and nothing's quietly failing in the background where you wouldn't notice until a client complains that their enquiry never reached you.
For Commerce specifically, that includes checking discount code functionality still applies correctly at checkout, and for Forms, making sure spam reports aren't quietly burying genuine enquiries.
Support only means something if you know what to expect from it. You get a clear response time for issues depending on severity, a defined escalation path if something's serious, and a named point of contact rather than a rotating cast of strangers.
We report back regularly on what's been done, not just when something's broken, so support feels like an ongoing relationship rather than a box you tick once a year and hope you never need. Some clients think of this as a web retainer, we just call it a support agreement, either way the point's the same: a clear resolution time attached to every support ticket, not just an acknowledgement.
Dave Nicklen, Support Manager at Gecko
[Placeholder — no confirmed Umbraco support case study currently exists. Paragraph, metric and linked case study name to be added once a suitable project is confirmed and written up. Do not publish as-is.]
It covers keeping an existing Umbraco site secure, up to date and running properly, security patching, health checks on the core and any packages you're running, bug fixes, backups, and monitoring so problems get caught early. It doesn't cover deciding whether to move to a newer major version of Umbraco, that's a separate piece of work with its own considerations, and we can talk you through it separately if it's relevant to your site. In short, it's ongoing care for the Umbraco CMS itself and everything built on top of it.
Once a version passes its end of support date, it stops receiving security patches altogether, which leaves it exposed to vulnerabilities that will never be fixed for that version. It's still a working website, it just isn't a protected one. We'll always tell you honestly where your version sits and what your options are, rather than letting you find out the hard way.
Support keeps your current version secure, patched and healthy. An upgrade moves you to a newer major version of Umbraco entirely, which is a bigger, more deliberate piece of work with its own planning and testing. Some sites need both, plenty just need steady support on their current version. If an upgrade does turn out to be the right call, our Umbraco Upgrades service covers that separately.
Umbraco designates certain major versions as Long Term Support releases, meaning they receive security updates for longer than a typical release. If your site's on an LTS version, you generally get more breathing room before you need to think about upgrading. If it's not, that's worth knowing sooner rather than later, and it's exactly the kind of thing we flag as part of ongoing support.
Response times depend on how serious the issue is, a site that's fully down gets treated very differently to a minor display glitch. You'll have a clear idea of what to expect from the moment your support agreement starts, and a proper escalation path for anything urgent, rather than being left to guess.
We can, depending on your setup. Some clients want us managing hosting end to end, others already have hosting sorted and just want us looking after the Umbraco side. We'll work with whatever's already in place rather than insisting everything moves to us.
Yes. Both get folded into your support agreement alongside the core CMS, since they're often the parts of a site most directly tied to enquiries or revenue, and worth keeping just as close an eye on.
Yes, this is one of the more common reasons people come to us. We'll run a proper health check on the site first so we understand exactly what we're inheriting, then get support running without any drama for you in the middle of it. This applies whether you're coming from a freelance developer, an agency, or an in-house web design team, our Umbraco developers will get properly familiar with what's already there before changing anything.
Once we've had a look at your current setup and agreed the right level of cover, we can usually get an agreement running quickly. The health check itself is generally the longest part, and that's time well spent rather than a delay. If it's easier, we're happy to start with a short Umbraco Discovery Call rather than a formal proposal, and each of the support phases after that moves quickly too.
This page is specifically about supporting an existing Umbraco site. If you're weighing up whether Umbraco's the right platform for you, or looking at a build or migration, get in touch and we'll point you towards the right conversation.
