Flexible support, built
around your business.

Block hours are pre-purchased and used as needed — good for specific tasks with no commitment. Monthly support gives you reserved hours, priority scheduling, guaranteed response times (1-hour P1, 3-hour acknowledgement), and a named senior engineer who knows your platform. Once you’ve experienced the difference in response time and continuity, most clients don’t go back to block hours.

Yes — every monthly retainer client receives the 1-hour P1 developer allocation SLA for qualifying critical incidents. This is never deducted from your monthly hours.

Hours are senior developer time — investigation, bug fixes, updates, improvements, integrations, and anything else your platform needs. You tell us what to work on. We never go over your agreed hours without your explicit approval first, and we report clearly on what was done each month.

Monthly retainer hours roll over within your contract year, capped at 2× your monthly allocation. Block hours have their own expiry per pack — Pack 5 is valid for 3 months, Packs 10–25 for 6 months, and Pack 50 for 12 months from purchase date. Unused hours cannot be used after expiry.

Yes. Most clients start smaller and increase as the relationship develops. Upgrades take effect at the next billing cycle. Speak to your account lead if your needs change.

Standard platforms are the most common ecommerce and web setups — WordPress, WooCommerce, Shopify, BigCommerce, and Elementor, along with typical SME CRM work and HTML/front-end tweaks within these platforms. They’re generally quicker to diagnose, lower risk to deploy changes on, and require less complex testing and release control, which is why the hourly rate is lower than our other bands. That said, you still get a senior engineer — there are no juniors on any plan.

This band covers builds where the core architecture is Node.js or Next.js-based, alongside MongoDB and modern JavaScript frameworks such as React and Angular used as the primary stack. These projects often involve custom logic, performance considerations, and more complex deployment processes than standard platforms. The rate reflects the stronger engineering oversight required to avoid problems at scale. If your platform uses React or Angular within a WordPress or Shopify setup, that typically falls under the Standard band — the Modern JS rate applies when the core build itself is Node or Next-based.

Complex platforms are systems that require deeper investigation, more extensive testing, and tighter release control — where the risk and cost of getting something wrong is significantly higher. This includes Magento 2 ecommerce stores, mobile apps (Flutter, iOS, and Android), bespoke backends built in PHP, Laravel, or CodeIgniter, complex or enterprise CRM builds, AWS and microservices architectures, and systems with complex databases such as MySQL or PostgreSQL at scale. These platforms typically involve more dependencies, custom logic, and integration points than standard platforms, which is why the hourly rate reflects the level of engineering expertise required to work on them safely.

Onboarding is a one-time assessment where we properly map your platform — architecture, dependencies, integrations, risks, and history. We document as we go. It means when we start supporting you, we’re not learning your platform on the fly during a crisis. We already know it.

Full onboarding is the right choice for ongoing support and development. We create a proper dev/staging environment — a mirror of your live platform — and set up a full release workflow so all changes are built, tested, and signed off before anything goes near production. This includes access setup, version control where appropriate, and an initial health and security check. Lite onboarding is a smaller, targeted setup for contained, low-risk work. We put in only what’s needed to reproduce and fix the specific agreed issue, rather than building a full staging environment. It’s suited to small hour packs and one-off fixes. If it turns out we can’t reliably reproduce or test the issue with Lite onboarding, we’ll recommend upgrading to Full — and if you do so within 30 days, you only pay the difference.

Onboarding stays active for 3 months after completion. If no work is requested within that period, we’ll contact you and arrange to remove the staging setup from our servers. If you want to keep it live beyond 3 months, a small monthly maintenance fee applies. If your onboarding is removed and you restart later, the onboarding fee applies again — though we’ll reduce the work where any part of the original setup can be reused.

Rush is for situations where you need us to start within 24 hours, or need work done on weekends or bank holidays — subject to availability and access being in place. Rush does not guarantee a fix within 24 hours; it’s a commitment to start quickly. For block hours clients, rush and after-hours work is always chargeable. For monthly retainer clients, P1 critical issues during business hours are handled without a rush charge. P2 and P3 requests outside business hours, or any work on weekends and bank holidays, are chargeable even on a retainer. We’ll always be transparent about it before proceeding and will only recommend it when it genuinely protects revenue or prevents a bigger problem.

Yes — we offer both managed and Un-Managed hosting. Managed hosting includes active oversight of the server environment with hosting-related support, fixes, and advice covered in the monthly fee, so you’re not paying extra every time you need help with server performance, security, backups, or configuration. Un-Managed hosting provides the environment only — if you need support on the hosting side, that’s quoted separately from block hours. All hosting contracts run for 12 months, and setup or migration is quoted separately. Tiers range from small WordPress brochure sites through to high-traffic commerce platforms and custom multi-service clusters.

Absolutely. Many of our clients have in-house developers or a primary agency — we slot in as the specialist support layer. We handle bug fixes, security, complex integrations, and critical response, freeing your team to focus on roadmap work. We don’t compete with your existing team. We back them up.

For critical issues, we can begin triage immediately once you’re a retainer client. For new engagements, our onboarding phase typically completes within a few days — so we understand your platform properly before making any changes. We never work on your live site until we know exactly what we’re dealing with.