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Maintenance and Support
Explore ongoing support options
In addition to regular site maintenance, we offer several ongoing support options which can cover design and development support as well as strategic or marketing initiatives.
What can I use my support hours for?
Design Support
Website Development Support
Strategic Workshops
Analytics Analysis
Consulting
Website Audits
Support plans tailored to you
We offer a variety of maintenance and support plans to make sure all of our clients or partners can find the right fit for their needs.
Essential maintenance
Recurs Monthly
30-day cancel notice
$340/mo
Who it’s for
Everyone with a website/app
All clients want peace of of mind knowing their website or app is performing its best. Our Essential Maintenance Plan keeps your website secure, fast, and fully functional with regular updates, security scans, and performance assessments. Key services include CMS and plugin updates, plugin audits, daily malware monitoring, SEO spam scanning, and uptime monitoring.
Commitment is month-to-month, we just request 30 days cancellation notice.
Basic support
Less than 10 hrs
Response time
2-3 days
$185/hr
Who it’s for
Clients with a well-staffed internal team that only need occasional help with site edits or new features.
Makeway is always here to support our clients, but we recognize that some clients already have sufficient internal resources to fully manage their website/application themselves. This basic support plan is “as needed” support billed at our standard agency rate.
This plan is ideal for clients who need us to assist with more specialized tasks or consultations on an irregular basis. And if your needs change, you can always easily adjust your support plan with us!
Priority support
10-35 hrs
Response time
3-6 hours
$170/hr
Who it’s for
Clients who have regular support needs (3+ times per month) and/or need faster response times from our support team.
This is our most common support plan and is a great fit for most clients. It provides you with a predictable and easy to manage support plan while also offering the flexibility to easily adjust the amount of time we provide each month (minimum 10 hrs).
Support hours can be used for pretty much any service Makeway offers and we’ll provide a monthly report with usage. Design, development, content edits, animations, strategy calls…it’s all included! We also utilize a 10% roll-over policy plans, so if you happen to be a little light on edits one month, that allocated time doesn’t go to waste. This support plan requires 30 days cancellation notice.
Premium support
40+ hrs
Response time
1-4 hours
$150/hr
Who it’s for
Clients who need regular support (i.e. daily) for their application/website
This support plan is similar to our Priority Support plan, but it’s for clients who need consistent support from us, usually across multiple projects.
In addition to all that the Priority Support plan offers, this includes a dedicated account manager, regular status meetings, and the option for an SLA to guarantee response times. This plan requires 30 days cancellation notice.
So, how does it work?
1.
Submit your request
2.
Receive an estimate
3.
Approve the hours
4.
We get to work
5.
Review and approve it
6.
We launch or deliver the work
It’s been a pleasure to work with Makeway since its founding because their team exemplifies all that is needed for website development and client relationships: great communication, stellar graphic design, and amazing technical development.
Helen Kashtan, Marketing Manager, Pathfinder Engineers & Architects LLP
FAQs
Great news! When you utilize a Priority or Premium plan, 15% of unused base hours will rollover to the following month.
Both of these plans are month-to-month and we only ask for a 30-day notice to cancel or downgrade your plan.
Regular support hours are from Monday through Friday 8:00am to 7:00pm (EST).
Yes! We provide a variety of fully managed cloud-based hosting options. Contact us for more information and we can send you the latest specifications and pricing.
