Website Management Service

Of course we will be happy to help. Clients who do not have me on retainer are charged at the standard hourly rate, billed at 30 minute intervals. The support request will be scheduled based on availability while clients who have a retainer plan will receive priority for all requests.

Unused time cannot roll-over. This is to help keep workloads for each month as predictable as possible.

Reactive maintenance means that we only work on your site when you tell me something is broken or if you specifically request for work to be done. In order to keep your fees low, we offer reactive maintenance with my basic package.

Proactive maintenance focuses on preventing problems before they occur rather than simply reacting after you find out about them. It involves running separate development, staging, and live servers; automated monitoring tools; and thorough testing prior to applying changes. The additional work and infrastructure mean that proactive management is only feasible for sites with higher budgets.

In practice, you will usually get a reply in less than 24 hours. However, my official response time is to get back to you within 3 working days. I'll give you advance notice when possible if we anticipate circumstances when it'll take me longer than 3 working days to respond. The price-range for my services mean that I cannot offer you any guarantees for response and resolution times unless we put in place tailored service level agreements.

Yes, we work with a number of web and email hosting providers and will be happy to recommend hosting suitable solutions.

You are free to select any provider to host your website and other online services. If you do not already have a preferred hosting provider, we can host your site on my own business-grade account with a range of hosting providers.

You may request an administrator account to all third-party accounts we create on your behalf provided that suitable permissions are available on the service provider's platform. If suitable permissions are not available, you can set up accounts with your own company details, giving yourself administrative access. You should designate one team member as custodian of the control panel login details. For security, Another Cup of Coffee will not divulge hosting control panel login details to anyone other than the designated team member.

For new site registrations, you will be listed as domain owner and Another Cup of Coffee Limited will be listed as the technical administrator.

We will be happy to put in place service level agreements if it required by your business. However, the price-range for my standard services mean that we can only offer guarantees for response and resolution times with bespoke service agreements. Please ask if you require a service level agreement in place.

You are responsible for renewing any third-party services and ensuring the required fees are paid. For convenience, you may engage us to process the renewals on your behalf but we cannot accept any responsibility for termination of third-party services.

Please be aware that many business-grade service providers operate on a cloud or 'utility computing' model and charge based on resource consumption. The utility computing model often scales up resources to match demand so that your services do not shut down when you need them most. This could mean additional fees ('overages') if the service experiences periods of high resource consumption. It is your responsibility to cover any overages charged by service providers.

If your site is hosted on our hosting account with a third-party provier, any overage fees will be invoiced to you as an additional expense. We may need to review overall resource consumption on your account periodically to make sure our agreed-upon fees remain realistic. Please see service fees for current pricing.

Find out how we protect your data.

Since we use third-party service providers and open source software, we therefore can't guarantee against website security breaches ("hacking"), malicious software ("malware") or that any software will be error-free. In fact, it is not feasible even for large companies to make this guarantee. Another Cup of Coffee Limited cannot be liable to you or any third-party for damages, including lost profits, lost savings or other incidental, consequential or special damages, even if you've advised us of them.

Management retainer plans are paid monthly or yearly in advance and include an allocated amount of work time. Unused time cannot be rolled-over to the next month. Additional time will be billed on an hourly-rate basis and invoiced after work is completed. Full terms for our services can be found here.