Your website works hard for your business. But when something goes wrong, are you prepared?
Did you know that 40% of UK small businesses have experienced website downtime lasting more than an hour? That's potential customers clicking away, bookings lost, and revenue walking out the door.
Choosing the right website support service isn't just about fixing problems when they happen. It's about preventing them in the first place. We've put together ten essential questions that will help you find a website support service that keeps your site running smoothly and your business growing.
1. What's Actually Included in Your Website Support Service?
Not all website support is created equal. Some providers offer basic fixes, while others provide comprehensive website care plans that cover everything your site needs.
Ask specifically about:
• Security monitoring and updates
• Performance optimisation
• Regular backups
• Content updates
• Plugin and software maintenance
• Emergency response times
The best web support services don't just react to problems – they prevent them. Look for providers who offer proactive monitoring rather than waiting for you to report issues.
2. How Fast Do You Respond When Something Goes Wrong?
Website emergencies don't follow business hours. Your e-commerce site could crash at 2 AM on a Sunday, and every minute counts.
Key response time questions:
• What's your guaranteed response time for urgent issues?
• Do you monitor websites 24/7?
• How do you prioritise different types of problems?
Modern website support services use automated monitoring systems that detect issues before you even notice them. This means faster fixes and less downtime for your business.
3. Can You Handle the Technical Stuff I Can't?
Be honest about your technical limitations. If you're running a business, you shouldn't need to become a web developer too.
Essential technical capabilities include:
• Database management and optimisation
• Server configuration and security
• Custom code fixes and updates
• Integration with third-party tools
• Advanced troubleshooting
Look for managed websites services that handle all the technical complexity while you focus on what you do best – running your business.
4. How Do You Keep My Website Secure?
Cybersecurity threats are real and growing. UK businesses face an average of 65,000 attempted cyber attacks each month.
Security questions to ask:
• How often do you apply security updates?
• What malware scanning do you provide?
• How do you handle security breaches?
• Do you offer SSL certificate management?
• What's your backup and recovery process?
The best providers don't just fix security issues – they prevent them with proactive monitoring and regular updates.
5. Will My Website Actually Drive More Business?
Website help shouldn't just keep things running – it should help your business grow. Your support service should understand how websites generate leads, bookings, and sales.
Growth-focused support includes:
• Performance optimisation for better user experience
• SEO maintenance and improvements
• Conversion rate monitoring
• Integration with booking and payment systems
• Analytics and reporting
Smart websites work harder when they're properly maintained and optimised.
6. What Happens If You Can't Fix Something?
No support service can solve every problem instantly. But how they handle complex issues tells you everything about their expertise and commitment.
Ask about:
• Escalation procedures for complex problems
• Access to specialist expertise
• Communication during extended outages
• Compensation for extended downtime
Transparency during difficult situations builds trust and shows professionalism.
7. How Much Will This Actually Cost Me?
Hidden costs kill budgets. You need clear, predictable pricing that fits your business.
Pricing clarity questions:
• What's included in your base price?
• Are there charges for emergency support?
• How do you handle additional requests?
• What happens if my website grows?
The best website care plans offer fixed pricing so you can budget with confidence. Some providers offer comprehensive care from as little as £1 per day.
8. Can You Make My Website Work Better With My Business Tools?
Your website shouldn't exist in isolation. It should connect with your CRM, booking system, payment processor, and other business tools.
Integration capabilities to discuss:
• CRM and email marketing platforms
• Booking and scheduling systems
• Payment gateways and e-commerce tools
• Chat and customer service platforms
• Automation and workflow tools
Modern businesses need smart websites that work seamlessly with their existing systems.
9. How Do You Communicate With Me?
Clear communication prevents misunderstandings and keeps you informed about your website's health.
Communication standards to expect:
• Regular health reports and updates
• Clear explanations of technical issues
• Multiple ways to contact support
• Proactive notifications about important changes
You shouldn't need a computer science degree to understand what's happening with your website.
10. Can You Prove Your Track Record?
Experience matters in website support. Look for providers who can demonstrate their expertise and reliability.
Evidence to request:
• Case studies from similar businesses
• Client testimonials and references
• Uptime statistics and performance data
• Industry certifications and partnerships
Don't just take their word for it – ask for proof that they deliver what they promise.
Making the Right Choice for Your Business
Choosing the right website support service isn't just about finding the cheapest option. It's about finding a partner who understands your business and can help your website work harder for you.
The best providers offer:
• Proactive monitoring and maintenance
• Clear, predictable pricing
• Expert technical support
• Business-focused optimization
• Reliable communication
Your website is too important to leave to chance. Take the time to ask these questions, and you'll find a website support service that keeps your business running smoothly and growing consistently.
Whether you need basic maintenance or comprehensive managed websites services, the right partner will help turn your website into a true business asset – not just another expense to manage.
