Website Management & Update Requests Policy
Last updated: June 2026
Purpose
This policy explains how ongoing website management is delivered and priced, based on the number of update requests made over a 12-month period.
What counts as an update request
An update request is a single change request submitted by email, WhatsApp, or message — typically covering one small set of related edits. Common examples include:
- Text edits on existing pages
- Swapping images (client-supplied)
- Adding or removing sections on existing pages
- Uploading content provided by the client (e.g. a blog post)
- Basic on-page SEO adjustments (titles, meta, alt text)
What does not count toward request totals
These items are handled separately and do not reduce your annual request allowance:
- Emergency issues (site down, hacked, critical errors)
- Routine maintenance tasks (updates, backups, security checks) where included in your plan
- Admin-only tasks (e.g. resending logins)
Fair use and batching
To keep turnaround times fast and costs fair:
- Batching: Where possible, please send changes in one message or list. Multiple small messages may be grouped into a single request if received close together.
- Reasonable scope: Each request is intended to cover a small set of edits. Larger changes (e.g. new pages, redesigns, new features, complex integrations) may be quoted separately.
Turnaround times
- Response time: within 1–2 business days
- Delivery time: within 3–7 business days for standard updates
Urgent requests can be prioritised where possible.
Management tiers
Your tier is determined by the number of update requests made during the 12-month period.
| Tier | Annual request volume | Best for |
|---|---|---|
| Light | 0–50 requests/year | Brochure sites and low-change businesses |
| Standard | 51–100 requests/year | Active SMEs with regular updates |
| High | 101+ requests/year | High-change sites (e.g. frequent promos/content) |
Pricing
Annual plans include a discount equivalent to 2 months free (12 months for the price of 10).
| Tier | Monthly | Annual (2 months free) | Saving |
|---|---|---|---|
| Light (0–50) | £15/mo | £150/yr | £30 |
| Standard (51–100) | £30/mo | £300/yr | £60 |
| High (101+) | £50/mo | £500/yr | £100 |
Moving between tiers
If update volume consistently exceeds the current tier, management may be moved to the next tier at renewal (or earlier by agreement) to ensure service levels remain sustainable.
Out-of-scope work (quoted separately)
The following are usually quoted as separate project work unless explicitly included:
- New page builds or major layout changes
- New functionality (booking systems, ecommerce changes, custom features)
- New integrations (CRM, payment providers, third-party APIs)
- Copywriting, photography, or graphic design (unless included in your agreement)
Billing
- Monthly: billed monthly.
- Annual: billed upfront with the annual discount applied.
This policy is designed to keep management fair and predictable for both sides, while ensuring your website stays secure, up to date, and performing well. If you have questions, get in touch at [email protected].