What should website maintenance cover?
By Uniqode
“Maintenance included” can mean very different things. A useful agreement explains which parts of the website are covered, who does the work and what happens when a problem is reported. The aim is to remove uncertainty before something needs urgent attention.
Start with the actual website
List the CMS, custom code, hosting, domain, integrations and external services. Record who controls each account and which versions are in use. An agreement that covers only the CMS may leave the server, domain or third-party connection outside its scope.
Existing problems should be identified during onboarding. Unsupported software, incomplete access or missing deployment documentation may require separate work before routine maintenance can begin.
Make the recurring work explicit
- Updates: which software is covered, how updates are assessed and where they are tested.
- Backups: what is backed up, how often, how long copies are retained and who checks that restoration works.
- Monitoring: what is monitored, who receives alerts and who acts on them.
- Issue handling: where to report a problem, what information to include and how it is prioritised.
- Reporting: how you see completed work, open issues and recommended next steps.
Separate response from resolution
A response commitment describes when someone acknowledges or begins investigating a report. Resolution depends on the cause, access, third parties and the agreed coverage. Ask for both concepts to be explained clearly.
Confirm support hours, the route for urgent incidents and what happens outside those hours. Do not assume that hosting availability means your development partner provides support at every hour of the day.
A responsibility matrix to complete
This is a worksheet, not a description of a standard Uniqode agreement. Assign one accountable owner to each row and confirm the working arrangements.
Area | Owner to name | Detail to agree |
|---|---|---|
Application updates | Technical partner | Covered software, testing and release approval |
Server and hosting | Host or technical partner | Server updates, monitoring and incident contact |
Backups and recovery | Named provider | Coverage, retention and restore checks |
Domain and licences | Organisation or appointed owner | Account ownership, renewals and payment |
Content and approvals | Organisation | Accuracy, reviewers and publication decisions |
External integrations | Named system owners | Contacts, change notices and incident coordination |
Distinguish care from new development
Routine updates and fault investigation are different from a redesign, a new integration or a major platform upgrade. Ask how these are scoped, estimated and approved. If the arrangement includes a development allowance, establish what it can be used for and how unused time is treated.
Also clarify onboarding charges, recurring fees, external costs and the practical process for ending the arrangement and handing the website over. The organisation should retain a clear record of its accounts, assets and responsibilities.
Questions to take into the conversation
Ask your prospective partner to walk through one ordinary update and one hypothetical incident. Who receives the request, what happens first, who makes decisions and how do you know the work is complete? A concrete example often reveals gaps that a service label hides.
Our Website Care starts with a review of your site and an agreement on coverage, responsibilities and planned improvements. Discuss what your website needs.