Umbraco Support

GrowCreate is a design and development agency creating thriving relationships with our clients. With offices in the UK and Germany, we master digital challenges through clear communication, creativity, technical excellence and a shared culture.

We have offices in the UK (Oxfordshire) and in Germany (Cologne) but work with customers around Europe.

GrowCreate is a solution partner for Microsoft, Invessed, Umbraco, Kentico Xperience, Kentico Kontent and Episerver; we offer multidisciplinary expertise, support, and ongoing improvements throughout each project. We help our clients deliver better digital results.

Our Umbraco 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.

Talk to us about adding an agreed number of retained hours for developing new features or improvements you’ve been wishing for. Retained hours are flexible and can be used for any service in our tool kit. Plus, you get the benefit of priority scheduling and reduced cost.

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.

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

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.

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.

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.

We install security patches provided by the CMS platform as soon as practicable (typically within hours).

Absolutely! Our Enterprise Programme is geared for websites with security, commerce or complex integrations.

Yes. Our Enterprise Programme is geared for complex integrations.

Our Umbraco support programmes cover a single site. Get in touch to discuss a custom plan for multi-site requirements.

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 slow shared servers) and deploy continuous integration (CI). We also work with Umbraco Cloud. Ask us about migration to Microsoft Azure.

Service Level Agreements (SLA’s)

We understand that issues from our clients live environments need to be dealt with promptly. Take a look below at our SLA and ask us for a copy of our Support Agreement.

Business Critical Failures (P1): an error in, or failure of, the Digital Product that: materially impacts the operations or marketability of the Client’s business, or disables major functions of the Digital Product from being performed.

Level 1 Response - a Support Request must be made using Teamwork Desk

Level 2 Response - GrowCreate shall:

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

exercise commercially reasonable efforts until full restoration of functions is provided.

System Defect with Workaround (P2):

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

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

Level 1 Response: GrowCreate will acknowledge the Support Request within 4 hours of receipt.

Level 2 Response - GrowCreate shall:

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

exercise commercially reasonable efforts until full restoration of function is provided.

Yes. We offer phone support for the Business and Enterprise Umbraco support programmes. Our Maintenance programme is supported through email and our service desk ticketing system.

• Commerce websites
• Membership websites
• eLearning platforms 
• Multilingual (Localised websites)
• API/software integrations (CRM, ERP, PIM, DAM, etc.)
• Marketing platform integration (Pardot, Hubspot, Dynamics 365 Marketing, Click Dimensions)
• Multisite installations

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

Our contracts are flexible 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.