Skip to main content
Services

Stay with the best Umbraco support agency forever

Umbraco support for ambitious brands

Stay with the best Umbraco support agency forever

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.

Questions? Contact 01844 202522

Umbraco experts

We are an Umbraco Gold Partner and have delivered 100's of websites for clients just like you.

24/7 monitoring

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.

Managed hosting

GrowCreate are a Microsoft Azure agency and offer a managed Umbraco hosting solution.

Save on development costs

Adapt your budget to your changing needs by adding monthly retained hours to your Umbraco support programme.

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.

Full SLA

Our Service Level Agreement covers you for all business-critical failures and system defects.
Keeping your solution available and working effectively.

Help desk

Gain access to the GrowCreate help desk for SLA Support tasks via our dedicated portal or
help line for critical issues.

nhs-providers-logo.svg

NHS Providers partnered with GrowCreate on our Enterprise support programme, maintaining and providing continuous improvement through retained hours and project work.

Read Case Study

From the front line

Our existing customers are always looking to evolve. We keep them ahead of their competition by supporting them through website improvements.

 

"GrowCreate is the most enjoyable call of the week - we never squabble about estimates and we always get things done"

KPL epb

 

“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

Support for Umbraco websites with advanced functionality (commerce, integrations, membership, localisation)

Maintenance

£425

Monthly

Yearly

Ideal for websites without integrations

Key Features

  • Full SLA
  • Helpdesk
  • Portal Access
  • 24/7 uptime
  • Daily backups
  • Umbraco licences
  • Security patches
  • Optional retained hours
  • Bug fix warranty
  • Onboarding programme

Business

£750

Monthly

Yearly

Ideal for websites with some integrations or advanced functionality.

Key Features

  • Full SLA
  • Helpdesk
  • Portal Access
  • 24/7 uptime
  • Daily backups
  • Umbraco licences
  • Security patches
  • Dedicated Account Manager
  • Umbraco HQ Support
  • Optional retained hours
  • Bug fix warranty
  • Onboarding programme

Enterprise

£1,500+

Monthly

Yearly

Ideal for websites with security, commerce or complex integrations.

Key Features

  • Full SLA
  • Helpdesk
  • Portal Access
  • 24/7 uptime
  • Daily backups
  • Umbraco licences
  • Security patches
  • Dedicated Account Manager
  • Umbraco HQ Support
  • Out-of-hours support options
  • Azure Support Contract with Microsoft
  • Optional retained hours
  • Bug fix warranty
  • Onboarding programme

Become a member of our 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.

Let's talk true support. Call us on 01844 202522

I am interested in:




Do you urgently need help to resolve an issue with one of your websites? We will get in touch ASAP (usually within the hour during business hours)


Frequently asked...

  • What is covered by support?

    Our support covers your solution for business critical failures and system defects as defined by our SLA. These are faults that impact the operation or disable a major function. An example would be the website/solution is unavailable or is displaying an error message when a specific function is performed such as submitting a form or navigating to a page. They can be classified as bugs or errors but not as new developments. For new developments and features ask your Account Manager about retained hours.

  • What are retained hours?

    Talk to us about adding an agreed number of retained hours for developing those new features or improvements you’ve been wishing for. Retained hours are flexible and can be used for any item in our tool kit, as well as being carried over if they are not used within a set period. Plus, you get the benefit of priority scheduling and reduced cost.

  • 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.

  • How do I raise issues?

    Issues can be raised on our support ticketing system, by emailing your account manager or by calling the team.

  • Do you do pro-active 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 looking for a change in their 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) and deploy continuous integration (CI). We also work with Umbraco Cloud. Ask us about migration to Microsoft Azure.

  • Can you tell me about your Service Level Agreement (SLA)?

    Business Critical Failures: an error in, or failure of, the Digital Product that:

    a) materially impacts the operations or marketability of the Client’s business; or

    b) disables major functions of the Digital Product from being performed.

    Level 1 Response:

    A Support Request must be made over the telephone as soon as possible.

    Level 2 Response:

    Grow Create shall:

    a) commit a full-time resource to the restoration of full function within 4 working hours after the notification is received; and

    b) exercise commercially reasonably efforts until full restoration of functions is provided.

    System Defect with Workaround:

    a) A critical error in the Digital Product for which a workaround exists; or

    b) A non-critical error in the Digital Product that affects the operations or marketability of the Client’s business.

    Level 1 Response:

    Grow Create will acknowledge the Support Request within 4 hours of receipt.

    Level 2 Response:

    Grow Create shall:

    a) commit a full-time resource to the restoration of full function within 8 working hours after the Level 1 response time has elapsed;

    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 and our service desk ticketing system.

  • What counts as advanced functionaility?
    • Commerce websites
    • Membership websites
    • eLearning platforms 
    • Multilingual (Localised websites)
    • API/software integrations (CRM, ERP, PIM, DAM, etc.)
    • Multisite installations
  • Can we talk to an engineer on the phone?

    Yes. If the issue requires speaking with an engineer we'll make it happen.

  • How long do I have to sign up for?

    Our contracts are annual and reviewed every 3 months. Although we are confident you will want to stay forever, if for some reason circumstances have changed, we are happy to review the contract at intervals that work for you.