What managed means on an ordinary Tuesday.
“We manage your website” is easy to say and hard to check. So here is the actual work — the things that happen whether or not you ever notice them.
And what happens when they do.
None of this is dramatic. It is watching, patching, renewing, and backing up — done consistently, by someone whose job it is.
A security hole turns up in something your site depends on
Websites are built on software other people maintain, and sometimes a hole is found in it. I get told when that happens, work out whether it affects your site, and patch it. Usually you never hear about it. If it is serious enough that you should know, I tell you what happened and what I did.
The site goes down at two in the morning
Monitoring checks the site continuously and alerts me when it stops responding. Most outages are resolved before the business opens. You get told what happened rather than discovering it from a customer.
Your contact form stops delivering
This is the quiet one. A form can look like it works — the visitor sees a thank-you — while nothing arrives. It gets tested, so a fault is found in days rather than after a month of wondering why the phone stopped ringing.
A certificate is about to expire
The padlock in the browser depends on a certificate that expires on a schedule. When it lapses, browsers show visitors a full-page warning saying your site is unsafe. Renewal is automated and the expiry date is monitored in case the automation fails.
Your domain renewal is coming up
Domain expiry is the one failure that is genuinely hard to undo. Renewal dates are tracked and handled well before the deadline, not on it.
You need something changed
You email and describe it in your own words. You do not need to know what the thing is called or which system it lives in. It gets done and you get told when it is live.
Send as many as you like. They queue.
From Growth up, you send as many changes as you want. They form a queue and I work through them in your order, one at a time.
There is no monthly allowance of minutes to spend or lose. Most people find that easier to live with — you stop deciding whether a small fix is “worth” using up your time, and small fixes are exactly the ones that otherwise sit broken for a year.
On Presence, changes are billed hourly or bought in blocks instead. That suits a site that rarely changes, and it keeps the monthly fee low for businesses that do not need the queue.
The watching is the same. The service level is not.
Monitoring, patching, backups, and renewals are identical on every plan. What changes is how fast you hear back and how changes are handled.
| Plan | Changes | You hear back within | Reporting |
|---|---|---|---|
| Presence | Hourly, or prepaid blocks | 2 business days | Quarterly, automated |
| Growth | Unlimited queue, one at a time | 1 business day | Monthly |
| Commerce | Unlimited queue, one at a time | 4 business hours | Monthly, with notes on what converted |
| Custom | Dedicated hours each month | Same day, with an escalation path | Built around what you need to know |
About the day-to-day work.
What does "unlimited queue, one at a time" actually mean?
You can send as many change requests as you want, whenever you want. They form a queue and I work through them in your order, one at a time. When one is done, the next starts. There is no monthly allowance to run out of and nothing expires — but you also cannot have five things being done at once, because one person is doing them.
What counts as one item?
One thing you would describe in one sentence. Changing your opening hours is one item. Adding a new services page is one item. "Redo the whole site" is not an item — that is a project, and it gets quoted separately before it starts.
What if I need two things at once?
Tell me which is more urgent and it goes first. In practice most requests take well under a day, so a queue of two is a queue for a few hours. If you genuinely need parallel work regularly, that is what dedicated hours on Custom are for.
How is that different from the hourly option on Presence?
On Presence, changes are billed by the hour or bought in prepaid blocks — you pay for what you use, which suits a site that rarely changes. From Growth up, changes are included in the monthly fee instead, which suits a business that adjusts its site regularly and would rather not think about the meter.
How quickly do you reply?
That is set by your plan: two business days on Presence, one business day on Growth, four business hours on Commerce, and same day with an escalation path on Custom. Those are response times — when you hear back from a person — not always the time to finish the work.
What is not included?
New projects. A rebuild, a second site, a migration from something complicated, custom features, bulk content entry, copywriting, and photography are all quoted separately. You will always know the price before work starts.
Still not sure what you need?
Describe what you have now and what is going wrong with it. I will tell you which plan fits, or tell you that you do not need me.