Dependable Umbraco support for production websites
Organisations rely on Umbraco to power critical digital experiences. Our support services ensure your platform remains secure, stable, and continuously evolving.
We provide structured support plans tailored for Umbraco environments, giving your team access to experienced developers whenever maintenance, improvements, or new features are required. Support can be delivered through dedicated plans, bespoke packages, or ad-hoc development.
By working proactively, we identify potential issues early, minimise operational risk, and keep your Umbraco platform running reliably.
.We help companies like Incadea by optimising the performance of their website through a support plan and managed hosting.
Flexible
We offer Umbraco Support by the hour, or on a monthly basis to match your needs.
Responsive
All emergencies handled quickly. Monthly plans include response time SLA.
Support desk
Ticket system and time logging to facilitate quick resolution and transparent charges.
Server maintenance
Combine with our Hosting services, for proactive maintenance and best value.
SUPPORT
Maintenance SLAs
Umbraco Support for mission-critical websites that require guaranteed response times.
Looking for Support plans without SLA?
ENHANCE
Retainer packages
Discounted packaged hours for non-urgent issues, upgrades and enhancements.
Outside these packages, our ad-hoc Support rate is 100€ per hour.
DotSee has proven a valuable resource for GrowCreate and is integral to enabling scale for our pan-European Umbraco projects.
Luke Munday
Head of Operations, GrowCreate
How it works
How soon do you respond to support requests?
We provide guaranteed response times for monthly maintenance packages with SLAs. For non-urgent requests, our maximum response time is a business day (but we usually respond much sooner than that).
I've got a maintenance package with an SLA. Do I still pay for the hours you work on issues?
No. Work done either proactively or in response to P1/P2 incidents is included in the package price, regardless of the number of hours spent. You will only pay for work on improving or developing new functionality and features, in which case you can go ad-hoc or purchase a retained hours package.
Do you support websites built by others?
Yes! No matter who originally built it, we can absolutely turn a problematic website into a true winner.
How do you calculate an "hour" of support?
Support time starts counting when we start implementing a request from you and includes any further communications between us as well as research (if needed) by us. We usually use a timer to be as accurate as possible on time spent. If we suspect that your request will take more than a couple of hours, we'll be sure to inform you before we go on.
Minimum time logged is 15 minutes per request / incident.
An "hour" of support is the total of 60 minutes spent on one or multiple support requests.
How do I track hour usage?
We are using Teamwork Projects to log our tasks and time spent, and you will have access too, so you'll always have an up to date picture of what has been done and how much time has been spent on each task. Alternatively, you can always ask for a time report anytime (and we'll make sure to send you one each month).
Do unused hours get lost?
No. If you renew, those hours will be added to your renewed package. For example, if you have a Bronze package with 10 unused hours and you renew it, you will have 24+10=34 hours available for the next year.
You can renew your current package or even upgrade it at the same time. Your unused hours will still be transferred to your new package.
I need support now, but I'm not sure about the package I need.
You can start with ad-hoc hours. At the end of the month, you will be billed for hours spent during the month. If you realize you need more support, you can always switch to a retained hours package.
If you have already paid for up to 10 ad-hoc hours during the last month, those will be subtracted from the package at their original cost, so that they are integrated into the package - meaning you essentially get a discount.
