One intake path, different types of work
When a form stops working, the next step cannot sit hidden in an old email thread. The same is true for a routine text change or a question about the site.
An incident, a small content request, and a new feature do not need the same response. We define request categories and the information needed for each one. For a fault, that may include the affected page, what the visitor tried to do, the observed result, and when it happened. For a planned change, it may include the requested copy or asset, approver, and desired publishing window.
The goal is not to make submitting a request harder. It is to avoid a round of clarification before anyone can investigate or schedule the work.
How priority and communication work
Priority follows the impact and the support terms, not how many messages a request generates. We map who receives a request, who can assess it, when it should move to a different owner, and what update the client can expect. Your support agreement defines the hours, channels, and response expectations for the work.
A support record shows the current status, the next action, and who owns it. Closing a request also means recording what changed, how it was checked, and whether follow-up work remains.
What the support route covers
- A clear route for submitting website questions, faults, and change requests.
- Request categories, required context, and priority criteria.
- Status updates and escalation contacts.
- A record of decisions, action taken, checks, and closure.
- Guidance on when a request becomes a separate project or change order.
We use the active agreement to define what belongs in ongoing support. A redesign, new integration, or substantial feature is not silently treated as an included support ticket.
A familiar support situation
If a customer says a contact form is failing, the support path captures the page, device, time, and symptom without asking them to send sensitive form contents through an unsafe channel. The issue can then be checked, assigned, and updated. If the fault sits with a third-party form or email provider, the escalation record makes that dependency visible.
Client Support pricing and scope
Starter Website Care begins at $549 per month with recurring site maintenance and a defined small-edit allowance. The published care tiers have different support scope. Your agreement states the request channel, response window, supported site, escalation path, and what counts as an edit or new project. A one-off support request needs its own quote. A monthly fee is not unlimited development or round-the-clock staffed help.
Give the next request a better route.
Audit where requests arrive today and which ones stall. We define an intake and support path around the website and agreement you already have.
