Max K Media/Support
When it breaksat 6pm Friday
A site that's down on a Friday night is down all weekend, and every hour of that is enquiries you never hear about. On-call support means one number, an agreed response time, and someone who already knows how your setup is built.
What you're paying for
Not a helpdesk.
The person who built it.
Most support contracts route you to whoever is free. This routes you to the one who wrote the thing, which is why the fix usually takes minutes rather than a discovery call.
An agreed response time
In writing, not implied. You know before anything breaks how long you'll be waiting, and it's the same number at 2am as at 2pm if that's the cover you picked.
Someone with the context
No handover, no "can you send us your logins". I have the repo, the hosting and the history, so most things are fixed before a stranger would have finished reading the ticket.
The boring maintenance
Backups, certificates, updates, monitoring. The work that only gets noticed the one time nobody did it.
Starting points
Three shapes.
Rough tiers to anchor against — the builder below is where you make it yours. Pick a tier and it fills the builder in for you.
Essentials
Keep it running
A brochure site that needs to stay up, stay patched and stay backed up.
ResponseNext business day
- Business hours cover
- Hosting, SSL and backups
- Security and platform updates
- 2 callout hours included
PriorityMost picked
Fix it today
A store or booking site where a broken day is a lost day of revenue.
ResponseWithin 4 hours
- Extended cover, 7am–9pm, 7 days
- Uptime monitoring and alerts
- Hosting, SSL and backups
- Monthly content updates
On-call
Answer at 2am
Anything where downtime is measured in production, not page views.
ResponseWithin 1 hour, 24/7
- Round-the-clock cover
- Direct line, no queue
- Monitoring with escalation
- Scoped case by case
Build a plan
Priced on what
you actually need.
Your answers drive the number — nothing here is based on who you are or where you came from. Same answers, same price, every time.
Straight answers
The fine print,
up front.
The things that usually surface halfway through a contract.
Response, not resolution
The clock covers how fast I'm on it. How long a fix takes depends on what broke — I won't promise a repair time for a fault I haven't seen.
Included hours
Callout hours cover fixes and small changes. A redesign or a new feature is quoted separately, so you're never billed for a project out of a support budget.
You still own everything
Repo, domain, hosting account, all in your name. Cancel and nothing is held hostage — that's the point of building it that way.
Leaving
Thirty days notice, no exit fee. If you're going elsewhere I'll hand over documentation to whoever's next.
Get in touch
Let's build the whole thing.
Not sure which tier fits? Describe what you've got and what worries you about it going down, and I'll tell you what's actually worth paying for.