01
Start with the platform
Different platforms divide responsibilities differently. A self-managed WordPress setup can require plugin, theme and backup attention. A hosted platform may manage parts of the infrastructure while still leaving content, integrations and account settings to your team. Maintenance should reflect the setup you use.
02
Include the customer journey
Routine checks should consider the parts of the website customers rely on. Forms, contact links, important buttons and navigation can fail or become outdated. Agree which journeys are checked and how findings are reported.
03
Define content changes
Updating opening hours is different from writing a new service page. Specify whether the agreement includes image changes, text edits, product work or new layouts. If the plan has a time allowance, explain how requests are estimated and prioritized.
04
Explain backups and recovery
Where backups are part of the service, clarify what they include, where they are stored and who can restore them. A successful backup job is useful evidence, but a recovery process also needs access, ownership and a clear route to action.
05
Agree support expectations
Document the request channel, normal support hours and how urgent issues are handled. Avoid treating undefined response times as a promise. If emergency cover is required, it needs to be agreed explicitly.
06
Keep improvements separate when necessary
A major redesign, new store feature or complex integration can need a separate project. A good maintenance relationship makes that boundary clear before additional work begins.
07
Choose a practical scope
Make a list of your website's regular needs and compare it with the proposed service. Atomic Web can review the setup and discuss website maintenance and support suited to your platform.