Growth · Support & Reporting
Clear support,
clear reporting.
You write to us, and we reply within the response time of your package. Urgent issues come first. And at the end of the month, the status report shows what is done and what is still open.
In short
You know what is going on.
Support, response times and monthly reporting at Webwavers: you have a dedicated contact, you get a reply within the response time of your package, and you receive a status report every month.
The response time that applies to you is stated in your proposal. What else is part of the service is described on our maintenance page. This page is about how your requests are handled and what you see in the report.
Support
How support works here.
Six points that show how we handle your requests.
Dedicated contact
You write to a person who knows your site. No ticket system where you have to explain your request from scratch every time.
Direct line
During the project we set up a dedicated Slack channel. How you reach us during ongoing support is agreed together at the start.
Response time per package
You get a reply within a set time. Which one depends on your package and is stated in your proposal.
Urgent issues first
We prioritize outages and broken forms. Regular changes run through your quota.
Clear quota
We handle small changes within your quota. If it is not enough, we tell you in advance what is added and only start once you give the go-ahead.
Everything traceable
What we change is documented. Access, passwords and accounts stay with you.
How a
request works.
Three steps, always the same. You write, we take care of it and record what happened.
Report
You tell your contact what you need or what is not working. A message is enough, no formal request.
Assess
We reply within the response time of your package. Outages and broken forms move to the front.
Resolve
We implement it within your quota. At the end of the month, everything is in the status report.
Reporting
The report at month end.
The monthly status report covers four things. That is all it takes to see whether the support is working.
Uptime and load time
Changes completed this month
Response time to your requests
Open and planned items
In Growth and Scale, you also get a monthly report on rankings, clicks and inquiries, plus a regular call.
Who it's for
Is our support right for you?
Our support fits if you want firm commitments and a direct line. It is not built for every requirement, and we tell you that up front.
A good fit if
- You want a response time that is stated in the proposal.
- You want to see every month what is done and what is open.
- You need a contact who knows your site.
Not a good fit if
- You need 24/7 support.
- You are just looking for a one-time fix.
- You expect guaranteed rankings. We do not promise those.
Support and the status report are included in Care, Growth, and Scale.
Questions
Frequently asked questions about support and reporting.
How quickly does Webwavers respond in the Care package?
Within the response time that is set in your package and stated in your proposal. We prioritize urgent issues such as outages or broken forms.
How quickly does Webwavers fix a broken contact form?
A broken form counts as an urgent issue for us and is handled with priority. How long the fix takes depends on the cause, so we do not quote a flat time.
What is in the monthly status report from Webwavers?
Uptime and load time, the changes completed during the month, the response time to your requests, and the open and planned items. No timesheets, just an overview you can read in two minutes.
Is the support suitable for a business-critical website?
That depends on what you need. We keep an eye on uptime, load time and forms, and we handle outages with priority. We do not offer 24/7 support. We clarify what your website needs in the initial consultation.
Do the quarterly reviews bring measurable SEO progress?
In the quarterly review we look at numbers, goals and priorities together and adjust the roadmap. We measure from day one and show you the development month by month. We do not give a ranking guarantee.
Initial consultation
Let's talk about your support.
A quick chat, a look at your site. After that, you'll know which response time and quota fit you.