Support and Maintenance

While content management systems provide the core functionality for customers to create their own content, there are times when experienced help is required. We provide website maintenance services to many clients and for many different reasons.

For some it’s the support and knowledge of having someone at the end of the phone who can sort out something difficult, for others it’s getting new features and functionality working on their website.

It suits most clients to have a regular number of contracted hours per month which means they can budget for updates and support without any peaks in expenditure. We can also provide ad-hoc services based on an agreed hourly rate.

We provide site support and training for all clients – by building websites using content management systems such as Joomla and WordPress, we are effectively putting the onus back onto website owners to update their sites.

But in doing this we are handing over a set of powerful tools which can takes a little time to learn.  We recognise that knowing how to use the update tools of a CMS is an important part of the handover from developer to client, so we include an element of training with any WordPress or Joomla development.

Handover training – This is the most common kind of training. It can be done in-person (which is more preferable for us), or on the phone or Skype.

Being experienced phone support professionals we’ve spent years talking customers through seemingly tricky issues over great distances. The usual format is to go through logging in and a set of common tasks such as adding a new post, updating content, importing media such as images and adding images to a page or post. This generally covers the basics of updating a new website.

Handholding training – Sometimes we need to sit with people to talk them through how to do things or to provide them with the confidence to make changes. After all, many people see updates as a possible point where a website may stop working or a page layout looks broken. This is especially true when using Joomla extensions which may not be so user-friendly.

Ongoing training – In some cases a new client may ask for training on using their existing website. We can evaluate the setup of the site and work out what is required to enable a client to update. In doing so, however, we can also identify the need for software updates such as a newer version of WordPress ,or Joomla, which can easily be done through the dashboard or through some maintenance work.

Documentation – In some cases, providing documentation beyond training notes may be required. While there are plenty of online resources available, having a set of training notes that are specific to the client’s website ca be helpful, especially if there are custom elements or plugins installed for particular tasks.