Maintenance & support
Your website up to date, with a person who answers.
I fix issues, maintain existing websites, build bespoke WordPress plugins and support the technical production of agencies. Every job starts with a diagnosis, a priority and clear limits, and I work on a copy or in a controlled environment when the risk requires it. You have a single point of contact, with scope and budget fixed in writing before we start.
- Diagnosis before changes
- Prior backup
- One point of contact
Animated illustration: a sample issue is reproduced on the live website and its probable cause is noted; a backup is saved, the change is tested in a separate environment and, once checked, it is published, leaving a note of how to go back.
- Diagnosis
- Test
- Release
In short
- What it is
- Support, maintenance and bespoke development for websites.
- Who it is for
- Websites with problems, and agencies that delegate production.
- How I work
- Remotely, with a single point of contact.
- Price
- Fixed written quote before we start.
Technologies and platforms, depending on the project
WordPress
PHP
HTML5
JavaScript
What does the support and maintenance of your website include?
Diagnosis and priority
First I reproduce the problem and assess how much it affects you, and then I propose how to fix it.
Reproduction of the problem, impact, probable cause and proposed fix before intervening. Every job starts with a diagnosis, a priority and clear limits, and the website is not touched until you know what is going to be done and why, with the proposed fix up front.
Agreed maintenance
We agree what is reviewed on your website and how often: updates, backups, forms and performance.
Updates, backups, forms, performance and checks included on a defined schedule. What is reviewed and how often is agreed with you, together with availability and the way issues are handled; specific plugins or improvements are assessed according to the project.
Bespoke WordPress plugins
If a generic plugin does not solve your case, I develop a plugin with the feature you need.
Specific features, dashboards or integrations when a generic plugin does not solve the case. They are developed on WordPress with PHP, HTML and JavaScript, respecting the existing system. The proposal sets diagnosis, change, test and handover before we start, and the change is validated in an agreed environment before it reaches the live website.
Improvements to the website
I add new sections, flows or adjustments to your current website without rebuilding it.
New sections, flows and adjustments in existing HTML, CSS, JavaScript or WordPress. Changes build on what you already have: the existing system is respected and what already works is not replaced without reason, and it is validated before publishing, like any other change.
Support for agencies
If you are an agency, I take care of the technical side of your clients' projects.
Tasks, deliverables, review and handover defined to fit in with the team responsible for the client. The agency delegates technical production and it is agreed in writing what is done, what is delivered, how it is reviewed and how it is handed over, with a diagnosis, a priority and clear limits from the first job.
Testing and go-live
I test the change away from the live website, make a prior backup and write down how to go back.
Validation of the change in an agreed environment, a prior backup when appropriate and recovery steps documented before intervening on the live website. When the risk requires it, the work is done on a copy or in a controlled environment, and the change only reaches the live website once validated.
When the risk requires it, the work is done on a copy or in a controlled environment. The proposal sets diagnosis, change, test and handover; the existing system is respected and what already works is not replaced without reason.
Without having to explain everything every time.
Sample issue
The contact form does not send.
- What will be touched
- Nothing yet: the fault is only reproduced.
- What is checked
- That the fault always appears with the same steps.
- How to recover
- Not needed: nothing has been changed.
- What will be touched
- Nothing: which part fails and why is noted.
- What is checked
- That the cause explains what is seen.
- How to recover
- Not needed: no changes yet.
- What will be touched
- Nothing on the website: a backup is saved.
- What is checked
- That the backup can be restored.
- How to recover
- With this backup, if something goes wrong.
- What will be touched
- Only the part that fails, away from the live website.
- What is checked
- That the fault disappears in the test.
- How to recover
- The test is discarded; the live website stays intact.
- What will be touched
- The live website, with the change already validated.
- What is checked
- That it works and everything else stays the same.
- How to recover
- The prior backup is restored.
- What will be touched
- Nothing else: what was done is handed over.
- What is checked
- That what was changed is noted.
- How to recover
- With the recovery steps documented.
Illustration with a sample issue.
Real Google review by the AMZ Global team about the support and maintenance of their website.
AMZ Global teamAMZ GlobalWhen a website problem appears, the last thing you need is to explain everything to a different person again. Having a contact for support and maintenance is reassuring: investigate the issue, understand what will change and check the result. That close follow-through is what we value most.
Five steps from the issue to the checked change.
Understand the starting point
You tell me the issue, the maintenance or the feature you need, or the technical work your agency wants to delegate.
Diagnose and prioritise
I reproduce the problem, assess impact and probable cause, and propose the fix before intervening.
Define scope and proposal
The proposal sets diagnosis, change, test and handover and, if you need it, what is reviewed in the maintenance and on what schedule.
Test with a prior backup
I validate the change in an agreed environment, with a prior backup when appropriate and recovery steps documented.
Go live and hand over
I apply the change on the live website, check the result and hand it over to you.
Questions about website maintenance and support.
Price, timings, backups and scope: what people usually ask me before commissioning support for a website.
How much does maintenance or support cost?
It depends on the job: a specific issue, agreed maintenance, a bespoke plugin, improvements to the website or support for an agency. Every job starts with a diagnosis, a priority and clear limits, and before we start you receive a fixed quote in writing. Any change of scope is also agreed in writing.
How quickly do you fix issues?
Availability and the way issues are handled are agreed with you. First the problem is reproduced and its impact and probable cause are assessed, and with that diagnosis the fix is proposed. Dates and milestones are set out in writing in the proposal before we start.
How is it paid?
The payment terms are set in the proposal, together with the scope, the maintenance schedule if there is one and the fixed quote in writing before we start. A change of scope is also agreed in writing before it is applied, so you know what each payment covers.
Who owns what is developed?
Changes are made on your existing website, and the system that already works is respected and not replaced without reason. What is developed, such as a bespoke plugin, is delivered as defined in the proposal, with diagnosis, test and handover.
What do you need to get started?
What happens, when and with what impact, and how the problem can be reproduced. If what you want is maintenance, which websites and what should be reviewed. Access and the working environment are agreed before intervening, and if you are missing something, I help you define it.
What does agreed maintenance include?
Updates, backups, forms, performance and checks, on a schedule defined with you. Exactly what is reviewed and how often is stated in the proposal, together with availability and the way issues are handled. Specific plugins or improvements are assessed according to the project.
Do you work directly on my live website?
When the risk requires it, I work on a copy or in a controlled environment. The change is validated in an agreed environment, a prior backup is made when appropriate and the recovery steps are documented before intervening on the live website.
Do you build bespoke WordPress plugins?
Yes. I develop plugins with specific features, dashboards or integrations when a generic plugin does not solve your case. The diagnosis comes first and what is to be built is agreed: the proposal sets diagnosis, change, test and handover, and the existing system is respected.
Do you work with agencies?
Yes. For agencies that delegate technical production, tasks, deliverables, review and handover are defined, so the work fits in with the team responsible for their client. Every job starts with a diagnosis, a priority and clear limits, just like one for your own website.
Can you fix a website you did not build?
Yes. Maintenance and improvements are approached on the existing base, whether HTML, CSS, JavaScript or WordPress, and the system that already works is respected. First the problem is reproduced and a fix is proposed before intervening, so you know what is going to be touched.
Do you guarantee it will not fail again?
I cannot promise that a website will not fail again. What I do is reproduce the problem, identify the probable cause, work with a prior backup when appropriate, check the change and leave the recovery steps documented. That way you know what was touched and how to go back if needed.
What happens afterwards?
When the change has been validated and published, it is handed over and the recovery steps are documented. If you want the website maintained on a recurring basis, what is reviewed, availability and the schedule are agreed in the proposal. Later improvements are assessed according to the project.
Tell me what is wrong with your website.
Send me the issue or what you need on WhatsApp and I reply with a specific recommendation and the next step.
