Issue intake and triage
Capture the affected URL, symptoms, timing, business impact, recent changes, and available evidence before assigning severity.
- Named support channel
- Impact-based prioritization
- Clear next-action communication
Service & support
Know who responds, what is maintained, and where a new scope begins.
Website support services work best when routine platform maintenance, incident triage, content help, third-party issues, and new development are separated. We normally acknowledge support requests within two business days, Monday through Friday, excluding public holidays. Your signed order defines any faster or emergency response commitment.
Two-business-day acknowledgement targetPlatform maintenance boundaryChanges quoted before work begins
Support model
The right help for incidents, questions, maintenance, and change.
Support is not an unlimited pool of development hours. We classify the request, confirm responsibility, and explain the next action before expanding scope.
Platform maintenance
Maintain the B2BSiteKit application and covered deployment components within the agreed service boundary.
- Planned platform updates
- Compatibility and maintenance checks
- Operational housekeeping
Content and configuration help
Answer workflow questions and resolve covered configuration issues; recurring production or campaign work requires an agreed allowance.
- CMS workflow guidance
- Configuration troubleshooting
- Optional content-production scope
Changes and third parties
Separate platform faults from new features, provider outages, DNS changes, custom integrations, and external service problems.
- Change-request qualification
- Third-party coordination boundary
- Estimate before additional work
Responsibility boundary
Support restores the agreed service; it does not silently redefine it.
New features, redesigns, bulk content work, advertising, translation, bespoke integrations, and third-party provider charges are separate unless named in the order.
Your team owns
- Accurate issue details and authorized contacts
- Content decisions and third-party accounts
- Approval for billable or high-impact changes
B2BSiteKit owns
- Triage and communication through covered channels
- Platform corrections within the service boundary
- Transparent estimates for out-of-scope work
Questions to resolve early
Answers before you commit.
What is included in website support?
Standard support covers use of the platform, issue triage, and maintenance responsibilities stated in the signed order. Content production, redesign, integrations, and third-party services are included only when explicitly scoped.
How quickly will you respond?
We normally acknowledge support requests within two business days, Monday through Friday, excluding public holidays. This is an initial response target, not a resolution-time guarantee or 24/7 emergency-support commitment. Any faster, severity-specific, or emergency response target applies only when stated in the signed order.
Do you update our content for us?
Your team can publish through the CMS. Optional managed content, page production, SEO, or campaign work can be added with a defined allowance or separate quote.
Make the risk visible
Agree the operating model before the website becomes urgent.
Share your markets, content scope, team workflow, infrastructure preference, and desired timeline. We will help identify the smallest responsible next step.
Contact sales