We provide ongoing web support services, including content and data management and technical support. We also provide affordable web hosting. And we’re always here to listen to your web woes.
Ongoing Web Support Services
Website maintenance – code base/patching/updates
While we support sites using a range of software, the two principal content management systems we support are WordPress and DNN (DotNetNuke). New versions of the WordPress and DNN frameworks and CMSs are released periodically and Webstruxure works to implement security fixes, and follows up with clients that are due an upgrade of their website. Providing regular updates has to be balanced with client budget and potential downtime of the website and each client is considered separately.
Bug fixes and enhancements
While Webstruxure works hard to minimise the occurrence of bugs, some will inevitably surface. We take a methodical approach to tracking down bugs: testing out different options, stripping back to basics and making no assumptions. This approach enables bugs to be found and fixed rapidly. Where bug fixes are not straightforward, team members will communicate with the client and decide on the best approach together.
Webstruxure started working with DNN when it was in version 4, and the team has progressively upgraded some clients all the way to DNN 8.
One of our long-term clients has a very large (over 600 page) site with various third party and custom-built modules installed. The team has upgraded DNN for them on a regular basis over the years. Each upgrade requires thorough re-testing of all content types to ensure the site is error free. When new bugs are encountered the team takes all steps required to track down the errors, checking all pages and error logs to discover the root cause.
For one of the online shopping sites Webstruxure supports, we time such upgrades to coincide with the yearly stocktake, where the client takes the site offline for a couple of weeks. That way we can focus on upgrading and testing the site and adding any new features or enhancements at a time when it will least impact the business and its customers.
Providing support in a manner that meets security requirements
Security and privacy are always key concerns – and Government clients have particular security and privacy standards they need to meet.
Users often underestimate the security risk of giving out their password to IT staff. Our team always follows correct procedures by not asking for passwords or access to private information, and by directing users to reset their own passwords rather than our doing it for them. When information is sensitive, e.g. personal medical information, we also minimise exposure of private information by scrambling emails and names in development environments and never being able to see live user data, even if this means that bug fixing and testing takes longer to achieve.
Monitoring and first level support
Our servers are monitored by our hosting company (Umbrellar), which gives us various automated alerts when performance issues occur. Individual websites are monitored using a SaaS tool (site24x7) that emails us and also provides instant notification via text message. This is followed up by investigation and coordination with other support team members.
We provide best endeavours support out of business hours, which will return a site to a working state as soon as possible. If required, a detailed investigation will be conducted the next business day.
We manage DNS for many of our clients and routinely handle DNS changes during site cutovers. We also coordinate SSL setup and setting up hosting of web sites on IIS and Apache. Increasingly DNS entries are needed to manage SPF (Sender Policy Framework) controls on trustworthiness of email.
We have experience with various hosting service admin tools to update DNS, and understand common pitfalls when requesting third parties to make the change.
Reporting on service delivery
Whilst there are a few clients that request monthly service statistics for their sites, most performance monitoring is put in place by us to pre-emptively identify issues so that they can be resolved before they noticeably affect our clients or their users.
Most reporting concerns support effort and request volumes, or business metrics arising from use of the sites. Some metrics are delivered as live reports allowing the site owner to monitor these themselves. Examples of this (beyond common services like Google Analytics) include reporting from tracked email services.
Why Ongoing Support Matters
Ongoing support is a bit like air: you only notice it when it runs out. Our relationship with more than a few clients has begun when their support arrangement with their previous provider broke down and they approached us because they could no longer access their website, or update content, or control their domains.
Ongoing support works best when the provider and the client can build up a long-term working relationship. And that’s what Webstruxure specialises in, as our track record shows. Whether you need a partner to deliver a substantial level of support each month, or just need someone that you can turn to if things go wrong with your site, we can provide the ongoing support that keeps you breathing smoothly.
Find out more about Webstruxure
- What makes Webstruxure different? It’s all about how we work.