Hassle-free, 24/7 Umbraco support
- Worry-free Umbraco support, governed by a rock-solid SLA
- Fix bugs and launch new features at speed
- Umbraco Gold Partner
How do we support your business objectives?
An experienced Umbraco support team will help your business to reach its full potential. It’s our Umbraco Gold Partner experience that enables you to efficiently meet your goals, with a partner that’s easy to work with.
We provide ad-hoc or retained hours for new features and website or portal enhancements.
Umbraco Support Clients
You will need an agency that is built for website maintenance and support. We help businesses like your deliver feature improvements in weekly sprints where cost and time are fixed.
Luke Munday, Head of Delivery, GrowCreate
Umbraco support programmes
We offer three Umbraco support programmes dependent on the complexity of your solution:
- Maintenance
- Business
- Enterprise
The main advantage each of these packages offers is a fixed price, irrelevant of usage, where Priority 1 (P1) or Priority 2 (P2) issues are managed to an agreed Service Level Agreement (SLA).

NHS Providers, Umbraco Support Client
Trusted Umbraco Support Agency
Support for Umbraco websites with advanced functionality (commerce, integrations, membership, localisation)
Maintenance
£525
Monthly
Yearly
Ideal for websites without integrations
Key Features
- Service Level Agreement
- Ticket Management
- 24/7 Uptime
- Security Patches
- Website Maintenance
- Daily Backups
- Umbraco Licences
Business
£825
Monthly
Yearly
Ideal for websites with some integrations or advanced functionality.
Key Features
- Service Level Agreement
- Ticket Management
- 24/7 Uptime
- Security Patches
- Website Maintenance
- Daily Backups
- Umbraco Licences
- Optional Retained Hours
- Dedicated Account Manager
Enterprise
£1,650+
Monthly
Yearly
Ideal for websites with security, commerce or complex integrations.
Key Features
- Service Level Agreement
- Ticket Management
- 24/7 Uptime
- Security Patches
- Website Maintenance
- Daily Backups
- Umbraco Licences
- Optional Reatined Hours
- Dedicated Account Manager
- Azure Support Contract with Microsoft
- Umbraco HQ Support
- Out-of-hours Support Options

Charlie, Senior Project Manager and SCRUM Master
Frequently asked...
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Who are GrowCreate?
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.
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Where are GrowCreate based?
We have offices in the UK (Oxfordshire) and in Germany (Cologne) but work with customers around Europe.
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What solutions do you partner with?
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.
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What is covered by the Umbraco support program?
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.
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What are 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.
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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.
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How do I raise issues?
Issues can be raised on our support ticketing system, by emailing your account manager or by calling the team.
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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.
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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.
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Do you support Umbraco 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.
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How often are patches deployed?
We install security patches provided by the CMS platform as soon as practicable (typically within hours).
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Do you support Umbraco commerce websites?
Absolutely! Our Enterprise Programme is geared for websites with security, commerce or complex integrations.
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Do you support websites with CRM, ERP, PIM integrations?
Yes. Our Enterprise Programme is geared for complex integrations.
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What if I need you to manage multiple Umbraco websites?
Our Umbraco support programmes cover a single site. Get in touch to discuss a custom plan for multi-site requirements.
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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 slow shared servers) and deploy continuous integration (CI). We also work with Umbraco Cloud. Ask us about migration to Microsoft Azure.
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Can you tell me about your Service Level Agreement (SLA)?
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.
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Do you offer phone support?
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.
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What counts as advanced functionality?
- 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
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Can we talk to an engineer on the phone?
Yes. If the issue requires speaking with an engineer we'll make it happen.
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How long do I have to sign up for?
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.