What Website Support Includes
Support isn't just "fix it when it breaks." It has three parts, and each one matters:
- Prevention: updating the CMS, plugins, and libraries; monitoring backups, the SSL certificate, the domain, and server disk space.
- Incident response: fixing bugs, restoring the site after outages, and finding the root cause so the problem doesn't come back.
- Development: new pages, forms, features, integrations, and changes for new marketing needs.
Do only the third, and the site gradually becomes outdated and vulnerable. Do only the first, and it stays stable but doesn't help the business grow.
Who Needs Website Support
It matters most for companies whose website is a key source of leads but who don't have an in-house developer. It's also for anyone whose freelancer disappeared or whose agency shut down, leaving no one who knows how the site works.
Ongoing support may be overkill for a simple brochure site that rarely changes and runs on a builder like Tilda or Wix. The platform handles updates, so occasional one-off edits are enough.
Websites We Support
Corporate websites, service business sites, portals, online services with user accounts, and landing pages. That includes sites built on WordPress, OpenCart, Laravel, Symfony, Next.js, or Nuxt, as well as custom PHP or JavaScript solutions.
Large, high-traffic projects that need on-call coverage, scaling, and dedicated infrastructure monitoring are handled under a separate service: support for large and high-load projects.
Engagement Models: Pros and Cons
One-off tasks. You reach out when you need something, we estimate the task and get it done. Pro: you pay only for completed work. Con: we have to get back up to speed every time, and no one handles preventive maintenance.
Block of hours. You reserve a set amount of work in advance, we complete tasks within it and report the time spent. Pro: a predictable budget and priority for your tasks. Con: if there are no tasks, some hours may go unused, though they can be put toward preventive maintenance.
Ongoing support. We take responsibility for the site as a whole: regular updates, monitoring, incident response, and planned development. Pro: we find problems before your customers do. Con: it's a recurring expense, which makes sense when the site truly matters to your business.
If Another Team Built Your Site
We don't start changing someone else's site blindly. First, we figure out how it's built: which versions are installed, which plugins were modified, whether the CMS core was edited, where backups are stored, and whether they exist at all.
You get a clear picture: what's in good shape, what threatens stability, what should be updated, and what's best left alone for now. Sometimes the honest recommendation is to stop patching an old site and rebuild it gradually. In that case, we walk through the options and what each one means for you.
What You'll Need to Provide
- access to hosting or the server, the domain, the admin panel, and the code if it's stored in a repository;
- access to email, forms, the CRM, and any third-party services connected to the site;
- a list of known issues and tasks that keep getting pushed back;
- a point of contact on your side who approves tasks and reviews results.
Common Problems on Unsupported Websites
- One person holds all the access. The domain, hosting, or repository is registered to a former contractor, and getting it back is difficult.
- No working backups. Backups supposedly exist, but no one has checked whether the site can actually be restored from them.
- Blind updates. Plugins were updated directly on the live site, and it stopped loading.
- Silent failures. The form stopped sending emails, but no one found out until they realized leads had dried up a while ago.
- Outdated software. An old PHP or CMS version that no longer gets security patches is the most common cause of hacks. Learn more on our security, updates, and technical audit page.
How to Judge Support Quality
Good support is almost invisible: the site works, updates go out without issues, and tasks get done predictably. Concrete signs: you know what was done and how long it took, problems are caught by the contractor rather than by customers, and every change is tested on a staging copy first.
How priorities are set matters too. We sort requests into three groups: critical (the site is down, lead forms don't work), important (a bug affects some visitors or employees), and planned (new features, improvements). Critical issues go first, even if other tasks are in the queue. We agree on response rules for each group with you in advance, so there's no need to sort them out in the middle of an outage.
What Affects the Cost of Support
- Technology and site condition: a site on a popular CMS with clean code is easier to support than an undocumented custom system.
- Scope of work: preventive maintenance only, or ongoing improvements and new features as well.
- Number of integrations: CRM, payment services, external APIs. Any of them can break on the other system's side.
- Response requirements: how quickly outages need attention, including outside business hours.
- Engagement model: one-off tasks, a block of hours, or ongoing support.
FAQ
Can we switch our support to you from another contractor? Yes. We'll need access and, ideally, information from the previous team. If that's not available, we'll still figure it out; the audit will just take longer.
What do you do if the site goes down? First, we restore it from a backup or by rolling back recent changes. Then we find the cause and fix it so it doesn't happen again.
How do you report on your work? Every task is logged in a tracker with a description and time spent. We also send periodic summaries of completed work along with recommendations for the next period.
Can support be combined with marketing? Yes. We have SEO specialists and marketers on the team, so technical tasks for SEO get done without handoffs between different contractors.
Why Promodex
We've been in business since 2015 and have completed 750+ projects. We don't just launch websites; we stay with clients after launch, so support is a core part of our work. Support projects in our portfolio include Art Bullet, Galaktyka, Europe Medicine, and SteelWest. All tasks are handled by our in-house team with no outsourcing, and you always know what's being done, what it costs, and why.
