Support Helpdesk
Log requests and track their progress through the support ticketing system, whether you need content changes, technical help or another agreed website update.
Website maintenance & ongoing support
Your website is live. You are not on your own.
Probeck can help with practical changes, technical maintenance, troubleshooting and improvements after launch.
The right arrangement depends on the website, its technology and the level of ongoing help you need.
How support works
One clear route into the support queue.
Use the support route so the request is recorded, visible and available to manage.
Urgent route
Telephone support may be appropriate when an urgent issue prevents use of the normal support route.
01622 944 792Use the helpdesk or another agreed support route. Personal mobile numbers, WhatsApp and informal messages are not support channels.
What can Probeck help with?
Practical help throughout the website's working life.
Content
Pages, text, images and routine website changes.
Technical
Errors, broken functionality and troubleshooting.
Maintenance
Updates and ongoing technical housekeeping.
Development
New features and useful improvements.
Integrations
Changes involving external services or APIs.
Advice
Help deciding the appropriate next step.
Maintenance vs support
Proactive care and responsive help solve different needs.
Maintenance
Planned work to keep the website healthy.
Software updates, checks, backups around significant changes and technical housekeeping.
Support
Help when you need a change or encounter a problem.
Content requests, questions, troubleshooting and assessment of improvements.
Some businesses need one. Many benefit from an agreed combination of both.
WordPress maintenance
Updates need context, backups and testing.
WordPress core, plugins and themes change over time. The effect on the complete website matters more than applying every update automatically.
Review compatibility, take an appropriate backup before significant changes, test important journeys and investigate problems when they appear.
Explore Bespoke WordPress WebsitesBespoke website support
Custom systems have their own dependencies.
A bespoke website or application may need support beyond CMS and plugin updates.
Application updatesPHP / platform changesAPI changesDatabase issuesIntegrationsThird-party servicesNew functionality
A joined-up service
Hosting, maintenance and support can work together.
They are separate responsibilities, but one agreed arrangement can make ownership clearer.
Hosting+Maintenance+Support
Hosting with Probeck is not presented as a requirement. The website and responsibilities need reviewing before an arrangement is agreed. Explore Managed Hosting.
What is included?
Make the service boundary clear.
Routine care and a new development project involve different amounts of work.
Agreed recurring or day-to-day work
Define the tasks, allowance and support route included in the chosen arrangement.
Scoped and agreed separately
Assess new functionality, larger changes and work outside the agreed service before starting.
Pricing
Choose the level of ongoing help the website needs.
The right arrangement depends on the website, the routine work required and how support will be used.
Planned technical care and agreed routine work.
Requests, troubleshooting and separately agreed improvements.
A combined arrangement where it suits the website.
Existing websites
Can Probeck take over a website built elsewhere?
Potentially, after an initial review shows that the website can be supported responsibly.
- Platform
- Hosting
- Code & plugins
- Current condition
- Access
- Existing problems
A review does not guarantee that every third-party website can be accepted for ongoing maintenance.
Common questions
Website maintenance & support FAQs.
Can you maintain a website you didn't build?
Potentially, after reviewing its platform, hosting, code, plugins, access, current condition and known problems.
Do I have to host with Probeck?
No requirement is stated here. Hosting and maintenance can complement each other, but the appropriate arrangement depends on the website and agreed responsibilities.
What happens if my website breaks?
Use the helpdesk or your agreed support route. Investigation, response and any charge depend on the support arrangement.
Are WordPress updates included?
The final plans need to define which updates, compatibility checks, backups and testing are included. Do not assume every update can be applied automatically.
Can you make content changes for us?
Yes, content support can potentially cover agreed page, text and image changes. Scope and charging need to be clear.
Can you add new functionality?
Potentially. New features are assessed and scoped separately when they go beyond routine support or maintenance.
What's the difference between hosting and maintenance?
Hosting provides the environment where the website runs. Maintenance covers planned work on the website and its software. Support helps with requests, questions and problems.
Do you provide emergency support?
Emergency and out-of-hours arrangements have not been confirmed. Any available route, coverage and charges must be agreed rather than assumed.
How do I submit a support request?
Existing customers should use the route agreed for their service. Customers with helpdesk access can create and view tickets there.
Do you offer ongoing monthly plans?
Yes. Website maintenance starts from £75/month, while managed hosting with maintenance starts from £150/month. Confirm the included allowance and terms for the chosen arrangement.
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