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Service Levels

We aim to deliver the highest quality service in the quickest time possible.

Here’s what you can expect from us:

  • A response to your request put through the Priority Helpdesk (anorakcathelp.co.uk) or email sent to [email protected] within 3 working days.
  • To prioritise your requests over non-Website Care Plan clients.
  • To prioritise requests marked as ‘URGENT’ via the Helpdesk that are business critical. (‘Business critical’ means something is essential for a business to operate and be successful.)
  • To complete requested work in a professional and timely manner and maintain the confidentiality of anything you give us.
  • To provide free fixes to problems that were not caused by you. Your Website Care Plan does not cover you for fixes that were caused by you or third parties that you have instructed to make changes.
  • If a request is chargeable, we’ll let you know before carrying out the work.

Arranging a call with us:

  • If you need to discuss your Website Care Plan or any technical, domain, DNS or functionality issues with your website, you can book a call with Rich. Rich is also here for smaller website changes that won’t require new page designs.
    Book a call with Rich here.
  • If you need to speak with someone about redesigning or upgrading your website, or making significant changes that may require new content and/or page designs, you can book a call with Amy. Amy loves UX planning and beautiful designs – and avoids the tech side wherever possible!
    Book a call with Amy here.

Full details of what is included in your Website Care Plan can be found either in your contract with us, or you can read an overview here.

Here’s what we need from you to deliver this:

  • All requests should come through your Priority Helpdesk (anorakcathelp.co.uk). This is the quickest way to receive a response. If you send a direct email, or leave a voicemail, we cannot be sure that this will get seen within 3 working days.
  • Please give us as much detail as possible in your request.
    If we require clarity on your request, the quicker you reply the quicker we can get going to meet your needs.

If you have any questions about these Service Levels, please either book a call with Amy here or email our Service Director [email protected].

Working hours

Monday – Friday
9:00 AM – 4:00 PM

Charges and fees

Predicting charges and providing accurate quotes can sometimes be difficult, but we really try our best with this to help you budget. As a guide, ad hoc maintenance including tweaks to design, functionality and/or content is be billable at the hourly rate of £120 per hour +VAT (-10% Care Plan Club Discount).

The minimum fee for any task is £50 +VAT.

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