Account Management
Once your project launches, we stay involved — managing updates, reporting and strategy so things keep improving.
What's Included
From day-to-day updates to priority support, here's the range of ongoing account management we offer.
A single point of contact who understands your business and coordinates every request.
Regular updates, security patches and backups so your site stays fast and safe.
Clear monthly performance reports and a call to review what's working and what's next.
Fast turnaround on content changes, new pages and small design updates.
Fast-response technical support when something needs fixing urgently.
How We Work
Retainers usually mean an invoice and silence. This is what ours looks like instead — with the numbers we agreed to be judged on.
Access, accounts, documentation and the people we need to know. Done properly in week one so that when something breaks at 6pm we are not asking who hosts the domain.
Before we change anything we record where things stand — speed, uptime, traffic, enquiries. Without a baseline, "it feels better" is the only report anyone can honestly give.
Updates, security patches, backups and uptime monitoring on a schedule, not when something breaks. Most of this work is invisible, which is exactly the point of paying for it.
One named account manager who knows your business, and written response times you can hold us to. No ticket queue, no explaining your setup again to whoever picks it up.
A monthly report against the baseline, followed by a call with a human. The report says what happened; the call is where we decide what to do about it.
Every quarter we agree what gets built next and what gets dropped, based on what the numbers actually did. A retainer that only maintains is a retainer slowly losing its value.
From launch day onwards — a partner who knows your business, not a ticket queue.
What We Work In
Monitoring and reporting run in your accounts, and you get the same dashboard we look at — not a prettied-up monthly PDF.
FAQ
Updates and security patches, backups, uptime monitoring, a set allowance of content changes, a monthly report and a call. The allowance is written into the agreement so nothing is vague.
Three months to start, then monthly with thirty days notice. Long lock-ins protect the agency, not you, and we would rather earn the renewal.
We tell you before doing it, quote it separately, and you decide. You will never see extra hours appear on an invoice you did not approve.
Thirty minutes if the site is down, four hours for a broken feature, one working day for content changes. Those times are in the agreement and reported against every month.
Yes — one named account manager who knows your business. If they are away you are told who is covering and briefed beforehand.
Thirty days notice, and we hand over everything: logins, files, hosting, analytics history. A retainer that only maintains is losing you money, and we will usually raise that before you do.