Website monitoring
Round-the-clock uptime, performance, and error monitoring on the URLs that matter to your business. Real alerts to a human, not an inbox nobody checks.
Technical Support Services
Long-term technical support for business websites.
A senior engineering team on tap for the day-to-day, the incidents, and the steady improvements that keep your site reliable, fast, and growing.
The shape of the work
What technical support actually means with us.
"Technical support" gets used as a catch-all term, so it is worth being clear about what we mean by it. For us it is the ongoing engineering work that keeps a live website healthy: monitoring, patching, backups, security, hosting, CMS work, performance, and the incidents that happen on top of all that.
It is the work that a marketing team is not equipped to do and that a part-time freelancer cannot reliably cover. For most of our clients, having us in the background is the difference between a website that quietly compounds value and one that drifts into expensive technical debt.
Below is the catalogue of things we typically handle, followed by how a retainer is structured, the kinds of plans we offer, and the questions we get asked most often on the first call.
Coverage at a glance
- 24/7 monitoring on the URLs that matter
- Same-day SLA on Growth and Platform plans
- WordPress, Shopify, Webflow, headless, and bespoke
- UAE-based, working in your time zone
- Engineers on the call, not tier-one staff
- 30-day notice, no lock-in penalties
Eight areas of ongoing technical work.
A retainer can include all eight or just the ones that fit your situation. We will tell you which ones look essential based on the audit at the start of the engagement.
Hosting and infrastructure
Server, DNS, CDN, and TLS managed for the workload you actually have. We will tell you when you are over-provisioned, and when you are about to outgrow what you have.
Security and hardening
Patching, hardened configurations, WAF tuning, malware cleanup, and post-incident review. The kind of unglamorous work that prevents most of the bad days.
Backups and recovery
Versioned, off-site backups and a recovery process that has actually been tested, not just configured. Your data is safe and you know exactly how long restoration takes.
CMS support
WordPress, Shopify, Webflow, Drupal, and bespoke setups. Plugin audits, theme upgrades, hosting migrations, and the careful release work that keeps marketing teams productive.
Performance work
Page-speed audits, Core Web Vitals fixes, caching strategy, and database tuning. The technical work that improves both user experience and search rankings at the same time.
Incident response
Site down, search visibility tanked, malware on the homepage, hacked admin. We triage, communicate, fix, and write it up so the next quarter is calmer than this one.
Custom engineering
Bespoke fixes for the cases that do not fit a standard plan. Tracking issues, payment gateway quirks, third-party integrations that broke after an update. If it is technical and on your site, we will look at it.
The things that make a support relationship actually work.
Engineers on the line
When you call our support number, the first person you speak to is a developer who can actually open a terminal and fix the problem. No tier-one filter, no escalation queue.
Plain-English communication
After every incident we send a short write-up: what happened, what we did, what we changed to stop it happening again. No jargon walls, no defensive language.
Predictable monthly cost
Our retainers are sized to your site, your traffic, and your risk profile. You know what you are paying each month, and you know what is included before you sign anything.
Documented infrastructure
Every retainer starts with a documentation pass: where things live, who owns what, what each piece of the stack is doing. You always know what you have.
Time-zone friendly
Sharjah hours overlap most of the world. We handle UAE business hours in real time and overlap the rest of the day with Europe, Asia, and the US east coast.
Built for the long term
Our average retainer relationship is measured in years. We invest the time to actually understand your business, your site, and the people on your team.
How we run it
From first call to steady state in two weeks.
The shape of a retainer is the same across our client base: discover, onboard, operate, review. The size of each phase scales with the complexity of your site, but the rhythm does not change.
We use shared communication channels (Slack or Teams), a ticketing system you can see into, and a monthly written report so nobody is guessing about where time was spent.
- 01
Discovery
A short call to map your stack, your traffic, your team, and the work that has been piling up. We end the call with a clear picture of what we would do in the first month.
- 02
Onboarding
Access, documentation, and a baseline audit of the site. Monitoring is configured, backups are validated, and a punch list of small wins is queued up for the first sprint.
- 03
Operate
Day-to-day support runs through a shared channel (Slack, Teams, or email) with a defined SLA. Larger pieces of work are scheduled and shipped on a rolling basis.
- 04
Review
A monthly review covers uptime, incidents, work delivered, and what is queued for the next month. Quarterly we step back and look at the bigger picture together.
Three retainer shapes. One you can customise.
Pricing is fixed monthly and depends on the size of the site, the complexity of the stack, and the risk profile. We quote inside the first call once we know what we are looking at.
Steady
Small sites, low complexity
Up to 8 hours / month
- ›Uptime and performance monitoring
- ›Weekly backups, monthly restore tests
- ›CMS and plugin patching
- ›Email support, next-business-day SLA
Growth
Active marketing sites and e-commerce
Up to 20 hours / month
- ›Everything in Steady
- ›Daily backups, weekly restore tests
- ›Performance and SEO health checks
- ›Slack/Teams channel, same-day SLA
- ›Quarterly roadmap review
Platform
Mission-critical platforms
Custom, retainer scoped
- ›Everything in Growth
- ›Hourly backups, monthly DR drills
- ›On-call rotation for P1 incidents
- ›Named engineer, security reviews
- ›Quarterly capacity planning
Questions we get asked on the first call.
›Do you replace our existing IT team or work alongside them?
Both, depending on what is needed. About half of our clients run with us as their only technical team. The other half have an in-house developer or IT lead and use us for the specialist work, the overflow, and the on-call coverage.
›What is your response time when something breaks?
For a P1 incident on the Growth or Platform plans, our target is under one hour acknowledgement and a working communication channel open. The Steady plan is next business day. Real numbers, real SLA in the contract.
›Do you work outside UAE business hours?
Yes. Our default coverage is Monday to Friday, 9:00 to 18:00 GST, but Platform plans include on-call rotation for P1 incidents, and Growth plans can be extended with after-hours coverage as an add-on.
›Which CMS platforms do you support?
WordPress, Shopify, Webflow, Drupal, Magento, Ghost, and a long list of headless setups. We also support bespoke stacks built in Next.js, Laravel, Django, Rails, and similar. If your platform is not on that list, ask.
›Can you handle hosting too?
Yes. We can host on AWS, Google Cloud, DigitalOcean, Hetzner, and most regional UAE hosts. We can also work with your existing hosting setup and handle the support layer on top of it.
›What happens to our access and credentials?
Everything is stored in a shared password manager (1Password or Bitwarden) with proper access controls. You always retain ownership and you can revoke access at any time with one click.
›Do you sign NDAs?
Yes. Standard for us. We also sign DPA agreements for clients with GDPR or HIPAA exposure, and we have done so for clients with strict regulatory requirements in finance and healthcare.
›How quickly can you start?
Typical onboarding is one to two weeks from contract signature to live support coverage. For genuine emergencies, we have started inside 24 hours and sorted the paperwork after.
›Can we cancel if it is not working out?
Yes. Our retainers have a 30-day notice clause, no penalties. We would rather you stay because the work is good than because the contract is restrictive.
›What do you not do?
We do not do paid media buying, brand and creative design, copywriting, or general-purpose marketing strategy. We are a technical team and we stay in our lane.
Ready for a steadier hand on your site?
A short call and we will know whether we can help. If we can, you get a clear plan and a quote inside a week.