How we work
Planned work, done properly
We look after a small number of WordPress sites, remotely and to a schedule. That’s what lets us give each one senior attention, and it’s why we can tell you exactly what to expect.
Your work cycle
Every client has a monthly cycle. Maintenance happens in a fixed window, agreed with you, so updates never land in the middle of a launch or a busy week. Your scheduled hours are planned around your requests and priorities, and you get a written report at the end of each month.
Requests
- By email or through the client portal. Written requests mean nothing gets lost and there’s a record of what was agreed.
- Acknowledged within two working days, with a date for when the work will be done.
- Urgent requests jump the queue. They’re dealt with at our next working session, ahead of everything else, usually the same or next working day. This is best efforts, not an on-call service.
Calls and meetings
We don’t take phone calls. Calls are booked video meetings on Google Meet, at a time that suits you, so we’re prepared and you have our full attention. Care plan clients have regular review calls built in.
Security
- Updates are tested before they’re applied, with a backup taken first.
- Every administrator account uses two-factor sign-in, and accounts are reviewed regularly.
- Passwords and access details are kept in a password manager, never in email or documents.
- Fewer plugins, chosen carefully. Every plugin is code that needs updating and a possible way in.
Hosting and backups
Care plans include managed WordPress hosting, set up and looked after by us. Backups are taken daily and kept off the server, and we test that they can actually be restored. If a site goes down, the hosting provider’s own support team deals with the server around the clock.
Documented
The way we work is written down, from onboarding a new client to restoring a backup. It means work is done the same careful way every time, and your site never depends on one person’s memory. The practical guides we write are published in our help centre.
What we don’t do
- On-call, out-of-hours or “reply within the hour” support
- Phone support
- Social media, advertising and general digital marketing
- Design. New sites are designed by our partners at Open Design Agency.
Not sure where to start?
Most new clients start with a WordPress audit: a fixed-price review of your site’s health, security, hosting and editing set-up, with a written report and a call to talk it through. If we go on to work together, the cost counts towards your first three months.