Another milestone in 93digital’s life was achieved this Autumn, with the addition of full time in house dedicated support developer resource to take our London based WordPress support & maintenance offering to the next level.
Whilst support & maintenance has historically been shared across our projects team, we have decided to invest in building out a dedicated support developer team to take our support service levels to the next level, with plenty of clever technology and process behind the scenes too.
In light of this development, we’ve decided to highlight some of the features we think should be provided in every enterprise grade WordPress support and maintenance offering.
What Makes A Good Support Offering?
An optimum WordPress support or maintenance service offering should have a dedicated WordPress support engineer in place. For example, our support developer Matteo recently joined the team to manage our support desk for clients full time, working with our wider development team and project managers.
Clients on retainers access one of our dedicated support developers who are separate from our main project development team, meaning they focus exclusively and full time on supporting and maintaining client projects.
Service Level Agreements (SLA’s)
A Service Level Agreement, or SLA, is a written commitment between a service provider and a client. This keeps process front of mind and ensure expectations on both sides are clear and managed.
Having an SLA in place is critical to making sure a website property is supported effectively during the timeframes needed, and that the agency you work with has the necessary accountability structures in place to provide a top level of service.
Whilst no human being can work every minute of every day, we use the latest technology to ensure that we are notified any time one of the sites we manage are down.
Our technology allows us to monitor uptime across all the sites we support, and is integrated with other tools we use such as Slack. If anything happens that we need to know about, the team are notified via Slack messages and text messages.
Our support processes are tied in with and supported by strong DevOps processes, including full version control and a CI/CD pipeline.
Ticketing System & Process
Clients on retainers access a dedicated support ticketing system, managed by our full time, WordPress support developers. Our ticketing system provides an established process that we have had in place for our development projects for the entirety of our existence.
The ticketing system for our WordPress support team sits alongside the project management software for our full build projects, in a separate silo but with close integration, giving the team all the visibility they need.
So there you have it. These are the key service offerings we believe are crucial to any world-class support offering.