Web Maintenance FAQ

Support
Web Maintenance FAQ

Overview

Most agencies are not equipped to handle maintenance. Their development cycle focuses on com- pleting large-scale endeavors. When they complete those projects, they move onto the next project. Even if they offer some support, they typically lack the agility or familiarity with your site to respond in a crisis situation.

At SG Web Partners, we have created a systematic and effective methodology for handling ongoing, continuous improvements, with a focus on consultative assistance that lets us collaborate with our clients to combine our expertise.

Because we are committed to providing fast, reliable maintenance and continuous improvement services, here’s some common questions about how we approach our ongoing relationships:

Web Maintenance FAQ

How do web maintenance retainers work?

We structure our ongoing web maintenance retainers based on the concept of a “virtualized employee.” What does that mean?

Think of it like a timeshare for a vacation rental – you don’t invest in the entire property, just a fraction that you will use. But in this case, you’re not getting just a single person, but rather a collection of our entire team, made available to you for whatever amount of time you require.

So if you only need 25% of a virtualized employee that month, that’s fine – you only pay for about 40 hours of work, which you can use as you see fit.

How do web maintenance retainers work day-to-day?

All services provided by SG Web Partners are available for maintenance – design, development, Ana- lytics, Reporting, Analysis, Conversion Optimization/Continuous Improvement, etc.

To submit requests, you simply submit a ticket on Basecamp, our project management hub. Our team will reply with a confirmation that the task was received, and either act on the request or provide more information for you to choose how you’d like to proceed.

Can new customers sign up for a web maintenance retainer?

Yes!

But, you will need to be onboarded which means setting up a development environment, hardening and securing your server, etc.

We call this step “triage”, which consists of our learning your ecosystem, locking out previous devel- opers and fixing any issues we may have found. This is a great chance to change your hosting environ- ment, too.

Is there a commitment required?

Because of the time it takes to learn your specific requirements, in addition to resource planning, we do require a minimum of a 12 month initial commitment, with discounts available for longer terms. Please contact us for pricing details and information.

What if I don’t use all of our monthly hours?

Monthly hours do carry over in quarterly chunks. So if you don’t utilize all hours for January, you can carry them over into February.

Carryover time does not, however, move past the quarter you are currently in. Time not spent in February can’t be applied to October, for example. Please note that your monthly hours are depend- ent on your monthly plan.

What if we don’t have enough work to justify a retainer?

In this case, our Agile Support plans may be a better fit. Agile Support is much like a legal retainer, with funds deposited into an account and withdrawn as tasks are submitted.

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