Updates and maintenance

Keeping your website current with security patches, theme and plugin updates, making sure it’s running as smoothly as possible.

We're on call

Our development team are on hand to help out with issues as they arise—you can reach us by phone, email or your dedicated ticket system.

Change requests

Standing still is not an option, so we are geared up to help you roll out improvements to your site with new features and enhancements.

Our support services

Consumers today continuously are spoiled with rising standards of digital experiences. There is no tolerance for slow, dysfunctional or outdated websites.

It’s all about performance in order to create an enjoyable experience that satisfies the user’s intent, and that is the direct experience users will have of your brand. At MintTwist we offer a range of website support packages so you always have access to digital experts and can maintain your business critical company website performance.

It is important to always keep up with the type of experiences that users are expecting online.

Ready to talk about your website support project?

Give us some details about you and your project, and we’ll be in touch.




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    Web Design

    Whether it’s a full website design or a marketing microsite, our experts are ready to help.

    Ecommerce Websites

    Development for new to established brands. We know what your target audience wants to see.

    SEO

    Gain technical expertise, explosive content and authoritative backlinks from our SEO team!

    App Development

    Helping you to reach and interact with your audiences in new and innovative ways.
    Testimonial image for Website Support

    We’ve finally found a partner that can help us optimise and improve every aspect of our digital presence. We started with support for our website, but quickly realised the real value is MintTwist’s ability to integrate all aspects of our online presence.

    Bibi Nelson

    Managing Director at Bare Conductive

    Website Support FAQs

    What are your website support & maintenance services?

    Our website maintenance and support packages includes time that can be used to improve/update and technical components of your website, anything from new features to correcting errors.

    These can be errors in the code, in the content or in graphics, video and images.

    Support time is commonly used to solve problems with Google Page Speed, for example too many large images, slow time to first paint issues or too many plugins which all slow down the page loading and produce a negative experience for the user.

    We will regularly review your CMS and, when needed, we will apply the following to keep the platform up to date:

    • Security patches
    • Theme updates
    • CMS updates
    • Plugin updates

    What are your website hosting services?

    Essentially, this service is what keeps your website on the internet. Websites are hosted on servers, which is what a browser connects to when someone types a given URL.

    If you host with MintTwist, users typing your website’s URL will be connected to our servers and it will deliver your website to their browser.

    What are your maintenance office hours?

    Our office hours support service availability is as follows:

    Ticketing Systems:
    24 hours a day

    Telephone support:
    9:00 A.M. to 5:30 P.M. Monday – Friday

    Email support:
    Monitored 9:00 A.M. to 5:30 P.M. Monday – Friday
    Emails received outside of office hours will be collected, however no action can be guaranteed until the next Business Day (as defined above)

    Out of hours support:
    Weekend support and emergency numbers can be provided. Any weekend work will be charged at 1.5 x standard hourly rate

    How do you classify a website bug or issue?

    We categorise Bugs or Issues as follows:

    • P1 – Website is down or is corrupting data
    • P2 – Critical issue for which there is no work around, and a certain process cannot continue – but other areas of the website are still functioning correctly
    • P3 – Non-critical issue which can be scheduled for completion in due course

    How quickly do you respond to website bugs or issues?

    We will respond to all service-related incidents and/or requests submitted by the Customer within 2 hours.

    Once we have reviewed and assessed the website issue, we will mutually agree the priority level of any given task and the appropriate website fix will be scheduled for completion.

    We will endeavour to complete fixes within the following timeframes:

    • P1 tasks – 4 hours
    • P2 tasks – 48 hours
    • P3 tasks – 5 working days
    The above timings are met in the vast majority of instances; however, task turnaround times are predominantly determined by the extent of the work required and the communication with you as to the exact brief/specifications.

    For example, it would not be possible for a complex task taking a week, even at P2, to completed within 48 hours.

    Which CMS platforms do you support?

    We our website development team are regularly working with clients to support the following website CMS platforms:

    • WordPress
    • Shopify
    • Sitefinity
    • Laravel
    • Umbraco