Process and service levels
How projects run, how we contract, and what to expect from support.
How a project runs
Four stages, with a clear decision point at the end of each.
- 1
Free consultation
A 30-minute call to understand your goals and review your current website.
- 2
Plan and quote
A written scope, timeline and fixed price before any work begins.
- 3
Design and build
Regular demos and your feedback at every stage.
- 4
Launch and support
Testing, launch, handover and ongoing care if you want it.
How we contract
Simple, written and fair. No surprises.
Written scope and quote
Everything is agreed in writing first: what we build, what it costs and when it is ready.
Staged payments
For larger projects, payment is split into stages tied to milestones, so you always see progress first.
Ownership and access
Who owns the code, content and accounts is set out in the contract, and you keep access to everything that matters.
Support service levels
Response targets for support plans, measured in business hours (Monday to Friday, UK time).
| Plan | First response | Critical issues | Monitoring and reports |
|---|---|---|---|
| Essential | Within 2 business days | Handled in order of priority | Security checks and backups |
| Business | Within 1 business day | Prioritised | Monitoring and monthly report |
| Priority | Within 4 business hours | Option to contact us 24/7 | Monitoring, monthly report and review |
A response means a real person has read your request and told you the next step. Time to fix depends on the issue. Final terms are set out in your support agreement.
Ready to take the next step?
Book your free 30-minute consultation and get a full review of your current website.