Website Maintenance

Our Web Maintenance Services ensure your website is kept secure, available and responsive according to your business requirements.

We also assist you in managing your web presence content, updating your website, social network profiles and e-mail based communications, such as newsletters and enquiries forms.

In order to achieve these goals, key processes have to be executed on an ongoing basis. These activities include incident management and resolution, patch management, backup and recovery, upgrading software levels and optimizing the database and file systems to avoid unnecessary resource consumption and slow response times. Our team of experts include ITIL-certified personnel, the world’s most respected certification in IT Management.

Communication processes and policies are clearly defined, so we know who is entitled to request an update and who approves what. We also agree on ground rules so requests are specified at a high level and we manage the details.

We could also sign-off Service Level Agreements so you ensure the proper levels of service required by your business are satisfied, measured and attained.

Here is a list of the typical activities we deliver as part of our Web Maintenace Services:

Technical Support Services

Incident management and resolution.
Availability management. Monitor the website availability and response times.
Security updates.
Monitor key hosting variables.
Software upgrades.
Database tuning.
Provide support for users registration process.
Ensure backup and recovery, including off-site backups.
Provide support for e-mail accounts.

Content Management Support

We could also assist your with managing your web content:

Upload and format new content to the website.
Post blog entries.
Update website structure to reflect changes on products and services, navigation menus, etc.
Prepare, format and send newsletters.
Manage subscribers’ lists for the newsletters.

Social networks

The interaction with the major social networks (Facebook, Twitter) will need to be overseen to ensure the proper traffic flows among them and the website. We also react to any events that impact your brand. This includes:

Post updates on social network presence points.
Update social network profiles.
Notify on brands mentions on major social networks.
Notify and manage answers to social networks comments, questions and other reputation related events.

Customer support

Support the user registration process management.
Provide support for mail and newsletter subscriptions management.
Provide support for uploading additional content by the Customer.
Provide support for editing and sending newsletters and announcements.

Project management

Manage activities backlog.
Handle monthly, bi-weekly or weekly meetings to prioritize backlog, review actions performed and plan next actions.
Document any changes on the support center ticketing system.
Activity reporting. We Provide reports for the key activities performed during each period.

Infrastructure

All of our activity is supported by a ticketing system to ensure proper tracking and history of incidents and changes to the website.

As part of the service provisioning we could provide a business-grade hosting solution, optimized for your website requirements. This might include staging environments for testing, QA and other related phases of your solution lifecycle management process.

Processes and Communication Channels

As part of the service initiation, we would specialize our best practices to your specific environment and sign-off the processes and procedures required for operating your website and related services.

This also includes setting up a communications chain so that any events are communicated to the proper people and there’s a follow-up and escalation process.

We could also provide a 7x24 hotline, accessible through a local telephone line, Skype, and e-mail.

Moving Forward

Today a brand’s website is a key factor of the overall customer experience, as well as a key channel for prospects and leads.

After several years supporting world class customers across three continents, we developed a competitive web maintenance service that, by realizing economies of scale and deploying best practices, is able to deliver optimal service levels for your web presence.