Confirm response windows, excluded work, backup testing and access to the site.
Points to check
- Ask which updates are included and whether the provider tests the site after applying them.
- Check how often backups run, where they are stored and whether a restore has been tested.
- Distinguish routine content changes from new development, and clarify response times for an outage.
Start with the brief
Write down the business outcome you need, the people you want to reach and any practical constraints. This makes it easier to judge whether a suggested service or platform is appropriate.
A maintenance agreement should say which updates, backups, changes and emergency responses are covered.
Compare the work, not just the headline
Ask providers to describe the deliverables, who will do the work, what they need from you and when the result will be reviewed. A written proposal should distinguish included work from optional extras.
- Software updates and backups
- Monitoring and small content changes
- Recovery process and support response
Questions worth asking
- How often are backups tested?
- What is excluded from support?
- What happens if the site goes down?
Confirm response windows, excluded work, backup testing and access to the site.
Make a fair comparison
Use the same brief for each provider, request any missing details in writing, and consider ownership and ongoing support alongside price. You can use the free worksheet to record the answers.
Open comparison worksheet ↗