How it works
How our website support works, from the first call onwards.
A clear, careful process for taking on your website, store, app or system. Costs agreed upfront, nothing done on your live platform until it's safe, and one team from the first conversation.
Our approach
Taking on a platform someone else built, carefully.
Most of the platforms we look after were built by another team. Some come to us after being quoted for a rebuild. Some arrive in a mess and need a very good team fast. Others have never had support until something broke and there was no one to call.
Whichever it is, the way we start is the same. We listen, we look properly at what you have, we agree the plan and the costs with you, and we set up a safe way to work before we change anything. Then the same team stays with you, so you never have to explain your platform from the beginning again.
In 26 years there hasn’t been a platform we couldn’t support. Here is exactly how it works.
Getting started
From discovery call to safe onboarding.
The first four steps are about understanding your platform and agreeing the plan before any work begins.
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01
First conversation
A free, 30-minute discovery call. You tell us what isn't working and where you want to be. We ask questions, look at the wider picture, check we're the right team, and give you an honest assessment with no obligation.
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02
Platform review
Before changing anything, we review your code, hosting, integrations and previous work, so we understand the risks and what needs attention first.
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03
Agree the plan
We share what we found and agree priorities, scope, costs and next steps, along with who you'll deal with and how you'll get updates.
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04
Safe onboarding
We set up a separate development environment and a safe release process. Onboarding usually takes a few days, and we never work on a live platform until it's in place.
Ongoing support
Then a team that stays with you.
This is where it becomes an everyday partnership: your critical platforms, in safe hands, month after month.
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05
Fix what matters first
Agreed priorities come first: faults, failed integrations, slow performance and unstable functionality. If something unexpected turns up, we explain it and agree it with you before scope or cost changes.
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06
Ongoing support
The same project manager and core developers stay involved, so you can call or message someone who already knows your platform.
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07
Monitor and respond
We keep an eye on performance, security, updates and backups. On a retainer, a developer is allocated to a P1 critical issue within one hour. Everything else is acknowledged within three hours.
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08
Continuous improvement
What we learn from support and monitoring shapes what we do next, so your platform gets better over time.
How we work, every day
Safe changes, straight answers.
- Never on your live siteWork is done and tested in a separate environment, with root-cause fixes, staging tests and a rollback path.
- Releases around your tradingPlanned around your trading hours, often early in the morning before staff and customers need the platform.
- No surprise costsEverything agreed upfront. We never exceed agreed hours without your approval.
- Monthly reportingHours used, work completed and next steps, in plain English.
“Nothing goes live until it's been tested, and no hours are spent until you've agreed them. That's how we keep your platform, and your budget, safe.”
Kristina Bell
Head of Project Services, Resolve Beyond
Two ways to work with us
Block hours or a monthly retainer.
Block hours suit specific tasks or trying us first. A retainer is what we recommend for any platform your business depends on.
| Block hours | Monthly retainer | |
|---|---|---|
| Commitment | None | 12, 24 or 36 months |
| Acknowledgement | Within 3 hours | Within 3 hours |
| Critical issues | Prioritised as quickly as we can | Developer allocated within 1 hour, never taken from your hours |
| Your team | No named engineer | Named senior developer and named project manager |
| Scheduling | Based on availability | Priority, retainer clients first |
| Hours | Packs expire after 3 to 12 months | Roll over within the contract year, capped at twice your monthly allocation |
| Starts from | £400 for 5 hours | £400 a month for 5 hours |
All prices ex VAT. Onboarding is a one-off fee. See full pricing.
Questions
How it works: common questions
What happens on the discovery call?
It’s a free, 30-minute conversation. You tell us what’s going on, we ask questions, and we give you an honest assessment of your platform and the support model that fits. There’s no obligation.
What happens during onboarding, and how long does it take?
We get access, review your platform and set up development and staging environments, so every change can be tested before it reaches your live site. It usually takes a few days, and we never work on a live platform until it’s in place.
Do you work directly on our live site?
No. Every change is built in a separate environment, tracked in GitHub, tested on staging and checked by our quality assurance team before release, with a rollback path if anything doesn’t behave as expected.
Will we be told about costs before work starts?
Always. Scope and costs are agreed upfront. If something unexpected comes up, we explain it and agree it with you first, and we never exceed agreed hours without your approval.
Related
Talk to us
Start with a conversation.
Book a free 30-minute discovery call. Tell us what's going on, and we'll give you an honest assessment, with no obligation.
Hartlepool, UK. Working with clients across the UK, US, Middle East and Asia.