Website support agreements
The top 3 things people avoid in life:
- Going the dentist
- Comparing electricity plans
- A website support agreement.
Okay, a large majority of people with teeth and electricity don’t have a website, but plenty do. And some of them are responsible for rather large and very important websites.
We took a little moment to think about website support agreements and why clients are reluctant to sign up for them. Here are some reasons we came up with:
Optimism Bias
What could possibly go wrong? We love our clients for their optimistic outlook, it matches ours! But reality and experience suggests that things do go wrong and catching them early often makes them small problems instead of big problems.
We could be promoting them better
It is possible that while we’ve been busy creating websites and attending to support tickets, we’ve neglected to communicate the inherent value of website support agreements. That’s completely on us. We promise to do better.
Past bad experience
It’s also possible that people have been burnt before being locked into empty and costly arrangements. Not with us! Our agreements are exactly that. We agree with you on the right level of support for your business and review the agreement annually. And if you want to address something earlier, just call us and we’ll work something out.
The reality is that websites aren’t static. No matter how sunny your (or our) disposition is, the world changes, updates are made, plug-ins break and your beautiful digital machine grinds to a halt.
Tailored support
Our tailored support plans have been designed on the basic principle that we want what is best for you and your website. Which means we actually sit down with you and work out your business and team needs.
It turns out that one size does not fit all. Every business has staff with different skill levels. We’re here to fill the gaps and upskill your staff.
Real humans
A Studio Veld human will respond to your service ticket. Our developers assign time every morning to triage tickets and respond to clients. With our ticketing system no request is lost in the depths of an in-box. The best part is that our Studio Veld humans start to get a feel for what is happening with your website, so we can recognise patterns and recommend problem prevention.
Websites are more like cars than magazines. They have moving parts that need to work together over an expected life-time. They need continual updates to keep them secure. You get where this car metaphor is going - service, maintenance, safety, performance.
It’s never too late to start a support agreement.
Contact us for a chat about it.
