ID Support Gives You Continued Access To The Team That Knows Your Website. On Hand To Provide Ongoing Maintenance, Updates & Technical Help.
ID Support gives you ongoing access to the team that designed and built your website, helping with maintenance, technical issues, updates and improvements as your website evolves.
From software updates and security checks to improvement suggestions, content changes, new functionality and day-to-day support, we provide a flexible service that keeps your website current, reliable and easy to manage.
We carry out regular maintenance to keep the website’s underlying framework up to date and reduce the risk of security issues, compatibility problems and unexpected downtime. This includes reviewing updates, applying security patches and checking that key areas of the website continue to work as expected.
Rather than waiting for something to go wrong, we deal with routine maintenance as part of the ongoing support agreement.
We automatically monitor the website for security issues and its availability, so problems can be identified and investigated quickly. If there is an issue with your website not responding, our support team are automatically notified. Regular backups also provide a reliable recovery point if something goes wrong.
When you need our help, ID Support gives you direct access to the project manager, designers and developers who worked on your website. We investigate problems, explain what is happening and work with you to find the right solution. With offices in London and Perth, Australia, we offer round-the-clock support - something the majority of other London web design agencies cannot provide.
Each ID Support agreement includes a set number of hours per month for design and development work. This gives you a flexible way to make regular changes, add new content and continue improving the website after launch.
The time can be used for anything from small content and layout updates to new pages, functionality or integrations, depending on your priorities.
Where a larger piece of work falls outside the agreed support allowance or scope, we will provide a separate quotation. Nothing will be started until the work and cost have been approved by you.
Content and CMS updates
New pages and content sections
Design and layout changes
Front-end and back-end improvements
New features and functionality
Every website has different support needs, so ID Support is tailored around the platform, complexity and level of help required.
We agree the monthly support allowance, maintenance tasks and response arrangements at the start. This gives you a clear understanding of what is included, while keeping enough flexibility to adapt the service as the website and your needs change.
For high-priority or business-critical websites, we can also put a service level agreement in place with guaranteed response times for different types of issue.
Agreed monthly support allowance
Planned maintenance and security updates
Priority handling of support requests
Service level agreements where required
Access to design and development time
Clear scope and response arrangements
Regular reviews of ongoing requirements
Many of our client relationships have lasted for several years. We continue to support organisations, including Meta, Hamad Medical Corporation, and Stats Perform, long after the original website was completed.
ID Studio aims to be your long-term partner. Ensuring we are here when you need us and that all your future website needs are met.
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Pretty much anything. The monthly allowance can be used for agreed design and development work, including content updates, new pages, layout changes, improvements to existing features and updates to forms or integrations.
We will discuss the requirements with you and provide a separate quotation where needed. Larger projects will not be started until the scope and cost have been approved.
Yes. ID Support clients receive priority access to our support team. We will investigate the issue, explain what is happening, and take appropriate action, or work with the hosting provider or another supplier where required.
No. Agreements can be tailored for smaller websites that need routine maintenance and occasional updates, as well as larger or business-critical platforms that require more regular support and defined response arrangements.
Yes. We can provide a clear record of completed work and the time used, so you can see how the monthly allowance has been allocated. Every task is added to our project management tool, monday.com, along with the time taken.
This will depend on the support agreement. Where carry-over is included, we will confirm how long unused time remains available and any limits that apply.
Out-of-hours support may be available for business-critical websites where this has been agreed in advance. The hours covered, response arrangements and any additional costs would be set out in the SLA.