Umbraco Support from GrowCreate
Our Umbraco support programmes provide technical support, governed by a service level agreement (SLA). We offer complete peace of mind and help you maintain and improve your website as it grows alongside your business.
We are an Umbraco Gold Partner and have delivered 100's of websites for clients just like you.
We actively monitor your Umbraco website for any unexpected issues, updates or security patches so you don’t have to.
Automatic back ups
Relax in the knowledge that your Umbraco website is safely backed-up every six hours if you host with us.
GrowCreate are a Microsoft Azure agency and offer a managed Umbraco hosting solution.
Dedicated Account Manager
As a Business or Enterprise client you will have access to a dedicated Account Manager, who will help you plan for the future and make the most of your budget.
Save on development costs
Adapt your budget to your changing needs by adding monthly retained hours to your Umbraco support programme.
From the frontline
Our existing clients are always looking to evolve. We keep them ahead of their competition by working in partnership on their website improvements.
“Thanks for the excellent work you have carried out on our website. We’re really delighted with the results — the charting, new homepage and publishing platform really help move us forward..”
Daniel Reynolds, Director of Communications, NHS Providers.
Reliable Umbraco Support Contract
Umbraco support for brochure websites to websites with advanced functionality e.g. commerce, integrations, membership or localisation.
- Portal access
- 24/7 Uptime monitor
- Daily backups
- Umbraco licences
- Security patches
Maintenance programme from £375 / month
Ideal for websites without integrations e.g. brochure websites.
Business programme from £700 / month
Ideal for websites with some integrations or advanced functionality.
Enterprise subscription from £1,400 / month
Ideal for websites with security, commerce or complex integrations.
As well as support and maintenance we help with on-going design and development through retained hours. The benefit is guaranteed time on our roster and reduced costs for features and small projects. You can also carry over hours to a maximum of 100%.
Become a member of our Umbraco support programme
We work in partnership with clients and agencies. They trust us to maintain and support their websites and provide them with custom development through retained hours and project work.
How does on-boarding work?
We begin by understanding your challenges and the reason why you are switching providers.
We'll let you know how to securely send us your login details for Umbraco and your hosting provider (unless you plan to host with GrowCreate). We will then on-board your website by taking over source code, assets and infrastructure. Finally, we make sure you know how to raise issues inline with the Service Level Agreement (SLA).
Once on-boarded, your Account Manager will work with you to map your objectives and develop an enhancement roadmap to be delivered through your retained hours.
Gradually we'll introduce you to our agile methodology and implementation practices.
We take our time to on-board your website and make sure that it is done correctly and without compromising your website.
Note: for complex websites or applications there will be an on-boarding fee. Please get in touch to find out more.
How do we raise issues?
Issues can be raised by calling our office or by emailing firstname.lastname@example.org
Do you do proactive support or monitoring?
We monitor all client websites in real-time for uptime, security and critical errors. On a scheduled basis, we look after your infrastructure and apply security from Umbraco on the day of release.
What reports will I receive?
We will send you regular timesheets for retained hours which details where your quota has been spent. On your scheduled Account call, we will discuss progress, resolve any issues and bring forward ideas for further improvements.
Do you support websites you didn't build?
Absolutely. We work with clients where they you looking for a change in support agency and we have a strong record of taking on problematic websites, and evolving them into true winners.
How often are patches deployed?
We install security patches provided by the CMS platform as soon as practicable (typically within hours).
Do you support Commerce websites?
Absolutely! Our Enterprise Programme is geared for websites with security, commerce or complex integrations.
Do you support websites with CRM, ERP, PIM integrations?
Yes. Our Enterprise Programme is geared for complex integrations.
What if I need you to manage multiple websites?
Our Umbraco support programmes cover a single site. Get in touch to discuss a custom plan for multi-site requirements.
Do I have to host my website with GrowCreate?
We are happy to work with your hosting provider. Although there are benefits of working with GrowCreate and Microsoft Azure e.g. we can optimise your website for speed (speed issues can be experienced on a slow shared servers). Ask us about migration to Microsoft Azure.
Can you tell me about your Service Level Agreement (SLA)?
Our SLA supports your website for Business Critical Failures (An error in, or failure of, the Site Software)
a) materially impacts the operations of the Client's business or marketability of its service or product;
b) prevents necessary work from being done; or
c) disables major functions of the Site Software from being performed.
Level 1 Response:
Request must be made over the phone.
Level 2 Response:
The Agency shall:
a) commit a full-time resource to the restoration of full function within 4 hours after the Level 1 Response time has elapsed; and
b) exercise Commercially Reasonable Efforts until full restoration of function is provided
System Defect with Workaround:
a) a critical error in the Site Software for which a workaround exists; or
b) a non-critical error in the Site Software that affects the operations of the Client's business or marketability of its service or product.
Level 1 Response:
Acknowledgment of receipt of a Support Request within 4 hours.
Level 2 Response:
The Agency shall:
a) commit a full-time resource to the restoration of full function within 8 hours after the Level 1 Response time has elapsed; and
b) exercise Commercially Reasonable Efforts until full restoration of function is provided.
Do you offer phone support?
Yes. We offer phone support for the Business and Enterprise support programmes. Our Maintenance programme is supported through email.
What counts as advanced functionality?
- Commerce websites
- Membership websites
- eLearning platforms
- Multilingual (Localised websites)
- API/software integrations (CRM, ERP, PIM, DAM, etc.)
- Multisite installations
How many team members does GrowCreate have?
At the time of writing (March 2019) we have 16 full-time team members.
Can I talk with an engineer on the phone?
Yes. If the issue requires speaking with an engineer we'll make it happen.
Can I carry over retained hours?
Yes. You can carry over retained hours to a maximum of 100% e.g. 10 retained hours on contract, a maximum of 20 retained hours on your account at any time.