Question 1

What's included in a website care and maintenance plan?

Accepted Answer

A care plan typically covers regular software and plugin updates, security monitoring, backups, and a set amount of time each month for small content changes or fixes. The exact inclusions depend on the platform your site is built on and the plan you choose. The idea is to take the technical upkeep off your plate so your site stays secure and functional without you needing to think about it, while giving you a direct line to us if something needs attention.

Question 2

Where is our website hosted, and can it be hosted in Australia?

Accepted Answer

We offer hosting through SiteGround, which provides fast, reliable infrastructure with data centre options including Australia, so your site can be served quickly to local visitors. Hosting is optional; you're welcome to host elsewhere if you already have an arrangement you're happy with, since you own your website outright and aren't locked into using us for hosting. If you're not sure what's best for your situation, we're happy to talk through the options.

Question 3

How do backups and restores work if something goes wrong?

Accepted Answer

Sites on our hosting and care plans are backed up on a regular schedule, so if something breaks, gets corrupted, or a change doesn't go to plan, we can restore an earlier working version. We keep backups separate from the live site so they're not affected by whatever caused the issue in the first place. If you're hosting elsewhere, we'd recommend checking what backup arrangement your host provides, as it varies a lot between providers.

Question 4

How do you handle software updates and security?

Accepted Answer

Depending on your platform, this covers things like core software updates, plugin and theme updates, and security patches applied as they become available. Outdated software is one of the most common ways sites get compromised, so keeping things current is a big part of what a care plan protects against. We monitor for issues rather than just applying updates blindly, since occasionally an update can cause a conflict, and we'd rather catch that before it affects your live site.

Question 5

How quickly do you respond to change requests?

Accepted Answer

Response times depend on the type of support arrangement you're on and the nature of the request. Small changes like updating text or swapping an image are usually turned around quickly, while anything more involved is scoped and scheduled properly rather than rushed. If something is urgent, such as a site being down, that's treated as a priority. We'll always give you a realistic expectation upfront rather than leaving you guessing.

Question 6

What counts as a small change versus a new project?

Accepted Answer

Small changes are things like text edits, swapping images, updating opening hours, or minor styling tweaks that take a short amount of time. Anything that involves new pages, restructuring the site, adding new functionality, or a significant design change falls outside day-to-day support and is treated as its own project with a proper scope and quote. We'll always tell you upfront which category a request falls into, so there are no surprises either way.

Question 7

Can you support a website you didn't originally build?

Accepted Answer

In many cases, yes. We'll usually start by reviewing the site to understand how it was built, what platform it's on, and whether anything needs remediation before we take on ongoing support, since we want to be confident we can actually maintain it properly. Sites built on WordPress, Shopify, Webflow or Squarespace are all within scope. If a site has been heavily customised in unusual ways, we'll be upfront about what's realistic before agreeing to take it on.

Question 8

What happens if we want to cancel a plan or move to another provider?

Accepted Answer

You're free to cancel or move on at any time; there's no lock-in beyond the current billing period. Since you own 100% of your website, there's nothing preventing you from taking it elsewhere. If you do decide to move, we'll help make the handover straightforward, including access to files and any information a new host or developer would need, rather than making it difficult to leave.

Question 9

Do you monitor uptime, or will we know if the site goes down?

Accepted Answer

Sites on our hosting and care arrangements are monitored so that outages or major issues are flagged quickly rather than us finding out weeks later from a client. We can't control every external factor that might affect a site, such as a third-party service having an outage, but we keep an eye on the things within our control and act on them promptly. If uptime is a particular concern for your business, let us know and we can talk through what extra monitoring might suit you.

Question 10

What happens if our site breaks or goes down unexpectedly?

Accepted Answer

First priority is diagnosing what's causing the issue, whether that's a plugin conflict, a hosting problem, or something else entirely. If you're on a care plan with us, we can usually restore from a recent backup or roll back the change that caused it, getting the site back up with minimal disruption. If you're not on a plan, we can still help on an ad hoc basis, though response times and backup availability will depend on your existing hosting setup.

We've Got Your Website's Back

Why Ongoing Support Matters

Constant Updates Required

Uptime & Security Monitoring

Performance Optimization

No More Developer Hunting

What's Included in Our Care Plans

Weekly Plugin & Core Updates

Security Scans & Monitoring

Uptime Monitoring

30 Min/Month Dev Tweaks

Priority Email Support

Monthly Reports (Optional)

Fast, Secure Hosting

Premium Australian Servers

Daily Backups & Free SSL

Free Migration

Blazing Fast Load Times

Staging Environment

Simple, Transparent Pricing

Care Essentials

Care Pro

Hosting Add-On

How Ongoing Care Actually Works

Protect Your Website Investment with Pro-Level Support