Fixes, response times, SLAs
Website support when something breaks
Fast, accountable website support for WordPress, WooCommerce and Shopify sites, with written response times, a clear emergency definition and plans from £79 a month.
- Written response times
- Emergencies clearly defined
- You keep every login
Quick answer
ProntX provides website support for UK businesses on WordPress, WooCommerce and Shopify. Plans start at £79 a month (ex VAT) with written response times, from next working day on Essential Care to critical fixes within 2 hours on Partner Care. Ad hoc help is £75 an hour, and sites built elsewhere start with a £149 health check.
Website support is the help you get when something on your site breaks, stops working or needs changing quickly. ProntX provides website support services for UK businesses running WordPress, WooCommerce and Shopify, with written response times, a clear definition of an emergency and plans from £79 a month.
Support and maintenance are not the same job
Maintenance is the routine work that stops problems happening: updates, backups, monitoring and security scans. Support is what happens when a problem gets through anyway, or when you need a change made and cannot do it yourself. A contact form that quietly stops sending enquiries. A checkout that throws an error after a plugin update. A page that looks broken on iPhones. A warning email from Google Search Console. You need someone who answers, already knows your site and can fix it without starting from scratch. Our website maintenance services page covers the preventive side in detail.
Why written response times matter more than price
Most complaints about web developers are not about cost. They are about silence. Business owners on UK forums describe developers who go quiet once the final invoice is paid, take days to reply about a broken page, or suggest the problem is the client’s fault. The fix is not complicated: agree in writing how quickly you will hear back, what counts as urgent and what happens outside office hours. Every ProntX support plan publishes all three before you sign anything.
Priorities
What counts as a website emergency?
An emergency is anything that stops your website taking money, enquiries or bookings, or that puts your data or visitors at risk. Everything else matters, but it can be scheduled.
| Priority | Typical examples | How we handle it |
|---|---|---|
| Critical | Site down or showing a server error; checkout or payments failing; site hacked, defaced or redirecting to spam; browser or Google malware warning; every contact form failing | Investigated first. We restore service, often from the latest clean backup, then trace the cause so it does not happen again. |
| Urgent | One key page or feature broken; layout broken on mobile; a booking tool or integration failing; SSL certificate or domain close to expiry | Handled within your plan’s normal reply time and fixed as a priority over routine work. |
| Routine | Text, image and price changes; new pages; adding a plugin or app; small design tweaks | Scheduled and taken from the edit time included in your plan, or quoted if larger. |
Agreeing this up front avoids arguments later, because “the site is down” means different things to different people. Even public sector services define it tightly: GOV.UK Notify, for example, only treats a problem as an emergency when a live service is returning errors. Our test is practical. If customers cannot buy, book or contact you, or if your site is serving something harmful, it is critical.
Response times
How quickly will you respond to a website support request?
It depends on your plan. Essential Care replies the next working day. Growth Care replies the same day and handles critical issues within 4 working hours. Partner Care handles critical issues within 2 hours, including evenings and weekends.
- Next dayEssential Care reply, working days
- 4 hrsGrowth Care critical issues, working hours
- 2 hrsPartner Care critical issues, evenings and weekends included
- 1 minUptime check interval on Growth and Partner
A response and a fix are different things
A response means a person has looked at your issue, told you what is happening and said what comes next. A fix can take longer, for example when your host has an outage or a payment provider has a fault of its own. We tell you which situation you are in, keep you updated as it changes and do not close a request until it is resolved or passed to the responsible third party with the evidence they need.
Monitoring means we often know first
Monitoring is part of every plan. Uptime is checked every 5 minutes on Essential Care and every minute on Growth and Partner, and those two plans also watch your contact forms and checkout. When a check fails, the alert comes to us, so many problems are already being worked on before a customer emails you to say something looks wrong.
Raising a request
How do I raise a support request?
Email [email protected] with what is wrong, where you saw it and when it started. If the issue is critical, call 020 3048 4022 as well so it is picked up straight away.
Step 1
You tell us
Send the page address, what you expected and what actually happened. A screenshot or the exact error message saves time.
Step 2
We triage
We confirm we have it, set the priority using the table above and tell you when to expect the next update.
Step 3
We fix or restore
Risky changes are tested away from your live site where the plan includes staging. If the site is down, restoring a backup comes first.
Step 4
We explain
You get a short note: what went wrong, what we changed and what, if anything, would stop it happening again.
What to include so we can help faster
- The full web address of the affected page
- Which device and browser you were using
- When you first noticed the problem
- Any recent changes: new plugin, app, content edit or settings
- Whether customers have reported it, and how many
- A screenshot or screen recording if you have one
Plans or pay as you go
Ad hoc website support or a website support contract?
Ad hoc support suits a simple site that rarely changes and can live with waiting. A monthly website support contract suits any site that brings in leads or sales, because you get agreed response times, monitoring, backups and included hours.
Ad hoc support at £75 an hour
You pay only for the time used and there is nothing to cancel. The trade-off is that nobody is watching the site between requests, there is no agreed reply time, and we may need to spend time getting familiar with the setup before we can fix anything. For a brochure site that changes twice a year, that can be a sensible choice.
A support plan from £79 a month
Plans include 30 minutes to 4 hours of edit time each month, monitoring, off-site backups and malware clean-up, plus the response times set out above. Extra work beyond your allowance is charged at £65 an hour instead of £75. If your website generates enquiries every week, the plan usually costs less than one bad outage.
What a good website support contract should spell out
- Reply times for each priority level, in writing
- A plain definition of what counts as an emergency
- How to raise requests, including out of hours
- How much edit time is included each month
- The hourly rate once that time is used
- How often backups run, how long they are kept and where
- The notice period, with no long lock-in
- That you own the site, content, code, domain and backups
Essential Care
£79/month + VAT
Brochure and small business sites
- Weekly WordPress, theme and plugin updates with a visual check
- Daily off-site backups kept for 30 days
- Uptime monitoring every 5 minutes
- Daily malware scan, with clean-up included
- SSL and domain expiry monitoring
- 30 minutes of small edits each month
- Reply by the next working day
- Monthly report
Growth Care
£149/month + VAT
Growing businesses that rely on leads
- Everything in Essential
- Updates tested on a staging copy first
- Backups kept for 90 days
- Uptime monitoring every minute
- Contact form and checkout monitoring
- 2 hours of edits or development each month
- Same-day reply, critical issues within 4 working hours
- Quarterly speed and Core Web Vitals tune-up
Partner Care
£299/month + VAT
Shops and business-critical sites
- Everything in Growth
- Hourly backups
- WooCommerce shops included
- 4 hours of edits or development each month
- Critical issues within 2 hours, including evenings and weekends
- Monthly speed work
- Monthly review call
Rolling monthly, 30 days notice. Pay yearly and get one month free. WooCommerce on Growth Care adds £40 a month. Extra work £75 an hour (£65 for plan clients). Site not built by us? Start with a £149 health check, credited if you join.
Every plan is rolling monthly with 30 days’ notice, and prices are ex VAT. For a line-by-line comparison and UK market prices, see our website support packages page.
Inherited sites
Can you support a website you did not build?
Yes. We start with a £149 health check, credited against your plan if you join, so we know exactly what we are taking on before we commit to response times.
Why we check first
Inherited websites often come with surprises: plugins nobody has updated in years, no working backup, admin accounts belonging to a former developer, or hosting registered in someone else’s name. Promising a 2-hour fix on a site we have never opened would be guesswork. The health check looks at access, hosting, backups, software versions, security and the forms and checkout that matter to your business, and tells you in plain English what needs attention first.
If your previous developer has gone quiet
The first priority is control. Make sure the domain, hosting account and website admin are in your name, change the passwords you can, and take a full backup of files and database. Forum advice on UK business boards says the same thing for good reason: whoever holds the logins holds the site. We can help you through the handover and then take over day-to-day support. Sites built by ProntX skip this step, and every new build includes three months of Essential Care free.
Platforms
Which platforms and hosting do you support?
We support WordPress, WooCommerce and Shopify websites. If your site runs on something else, we will say so honestly before you pay for anything.
Most common
WordPress
Broken layouts after updates, plugin conflicts, PHP errors, slow pages and hacked sites. Our WordPress maintenance page explains how we keep these from recurring.
Online shops
WooCommerce
Checkout errors, payment gateway problems, order emails not arriving and stock issues. Available as a £40 a month add-on to Growth Care and included in Partner Care.
Hosted stores
Shopify
Shopify runs the servers, so support focuses on what you control: theme code, apps, settings, product data and the problems that appear when apps clash.
Website hosting support without moving host
You do not need to move your hosting to get our help. We work with your existing host, raise tickets with their support team on your behalf and keep the account in your name. When a fault is on the host’s side, such as a server outage or an expired certificate they manage, we chase it and keep you informed so you are not stuck relaying messages between two companies.
Security problems are support problems too
The UK government’s Cyber Security Breaches Survey 2025/26, published in April 2026, found that 43% of UK businesses reported a cyber security breach or attack in the previous 12 months. For a small business website, that usually means phishing pages, spam redirects or injected code. Every ProntX plan includes a daily malware scan with clean-up, so a hacked site is handled as part of your support rather than as a surprise invoice. For deeper site issues see technical SEO.
Tell us what is going wrong or what worries you about your current setup. We will reply within one working day with an honest view of whether you need a plan, a one-off fix or nothing at all. Contact ProntX.
How it works
What happens after you get in touch
- 01Free audit
We review your site, search visibility, ads and competitors, then send a short video walkthrough with the quickest wins.
Request audit - 02Plan and price
A one-page plan with goals, channels, timeline and a fixed monthly price. No surprises later.
See prices - 03Launch in weeks
Tracking first, then quick wins, then the bigger builds. You see progress in the first month.
See our work - 04Report and grow
Monthly report in plain English: leads, sales, cost per result and what we do next.
Talk to us
FAQ
Website support questions, answered
Still unsure? Ask us anything. We reply within one working day.
What is website support?
Website support is help with problems and changes on a live website: fixing errors, restoring a site that has gone down, cleaning up a hack, sorting broken forms or checkouts, and making edits you cannot do yourself. It is usually sold as a monthly plan with agreed response times, or by the hour. ProntX offers both, with plans from £79 a month and ad hoc work at £75 an hour, ex VAT.
What is the difference between website support and website maintenance?
Maintenance is preventive: updates, backups, monitoring and security scans that stop problems happening. Support is reactive: someone to contact and fix things when a problem gets through or you need a change. In practice the two work best together, which is why every ProntX plan includes both. Our website maintenance page covers the preventive side.
How quickly will you respond if my website goes down?
On Partner Care, critical issues such as a site outage are handled within 2 hours, including evenings and weekends. On Growth Care, critical issues are handled within 4 working hours and other requests the same day. Essential Care replies the next working day. Growth and Partner also check uptime every minute, so we are often alerted before you notice.
What counts as a website emergency?
We treat anything that stops customers buying, booking or contacting you as critical, along with anything that puts visitors or data at risk. That includes a site that is down or showing errors, a failing checkout or payment page, a hacked or redirecting site, a malware warning, or every contact form failing. Cosmetic issues and content changes are scheduled as routine work.
Can I get website support without a monthly contract?
Yes. Ad hoc support is charged at £75 an hour, ex VAT, with nothing to cancel. The trade-off is no monitoring between requests, no agreed reply time and some time spent learning your setup first. If your site brings in regular enquiries or sales, a plan usually works out better, and plan clients pay £65 an hour for extra work.
Do you support websites built by another agency or freelancer?
Yes. Sites we did not build start with a £149 health check covering access, hosting, backups, software versions, security and key forms or checkout. The fee is credited against your plan if you join. It means we can commit to response times knowing what we are working with, and you get a clear list of what needs fixing first.
Do you provide website hosting support?
We support your website on the hosting you already have and keep the account in your name. When a problem is on the host's side, we raise and chase the ticket with their support team and keep you updated. For Shopify stores, Shopify manages the servers, so our support covers your theme, apps, settings and content.
What happens if I cancel my website support contract?
Plans are rolling monthly with 30 days' notice and no lock-in. You already own your domain, hosting, website files, content and backups, so there is nothing to hand back or buy out. On request we provide a current backup and confirm that admin access sits with you, so a new provider or your own team can take over cleanly.
Works well with
Related services
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