Website support & maintenance services

Reliable, secure, and stress-free support for your website.

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Website support hierarchy of needs: Hygiene provides peace of mind. Proactive support is responsive. Optimisation enables business growth.

So much more than help desk support

Helping your business grow

At Sitback, we give you peace of mind by keeping your website secure, stable, and high-performing. Our team provides clear, actionable guidance on what needs to be done and when, ensuring your site runs smoothly without any guesswork or worry on your part.

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Drive growth by maximising your website’s potential

We help you get the most out of your website, driving business growth by improving both customer and internal user experiences. Whether it’s boosting online sales, improving functionality, or aligning with paid search efforts, we ensure your website is performing at its best, supporting your team and helping to deliver business outcomes faster and more efficiently.

Friendly, fun, and client-focused support team

We’re not just here to fix bugs. Our dedicated team is passionate about making your website experience enjoyable. From our clear communication to finding innovative ways to make your site better, we’re committed to being a supportive, friendly partner in your business’s digital journey.

Key website support features

  • Dedicated single point of contact

    Your Digital Producer will get to know you, your team, and your business’ goals. They oversee every ticket, giving you streamlined access to developers, designers, strategists and more.
    Two men laughing while greeting each other in an office.

  • Unlimited tickets & strict SLAs

    Track updates, fixes, and enhancements through our real-time ticketing portal with full audit trails.
    Two women and a man sitting at a desk and smiling at a computer screen in front of them.

  • 24/7 availability

    Ensure uptime with our round-the-clock support, expedited security patching, and proven disaster recovery processes.
    A femal and male software developer working on their computers at night.

  • Flexible payment models

    Monthly or annual plans with rollover hours ensure maximum value and adaptability. Scale up or down in line with your business requirements, making your budget work harder for you.
    A man and a woman laughing while looking at a computer screen.

  • Comprehensive reporting

    Gain insights with monthly/quarterly reports covering website performance, traffic, and user experience.
    A woman passing a document over her desk to a man sitting on the other side. A analytics dashboard is displayed on her computer screen.
  • Two men laughing while greeting each other in an office.
  • Two women and a man sitting at a desk and smiling at a computer screen in front of them.
  • A femal and male software developer working on their computers at night.
  • A man and a woman laughing while looking at a computer screen.
  • A woman passing a document over her desk to a man sitting on the other side. A analytics dashboard is displayed on her computer screen.
Man wearing a beanie hat is working at a desk on his computer. There is a woman sat on a window sill in the background, using a laptop.

Proactive and reactive website support tailored to your needs

Proactive care for peak performance

Planned activities that ensure your site remains secure and optimised, including installing security patches, updating CMS and plugins, improving page load speeds, and optimising technical SEO.

Rapid response for unexpected issues

Responding to unplanned issues such as bug fixes, feature enhancements, or outages with fast disaster recovery, ensuring your site stays operational and your business uninterrupted.

Trusted by Australia’s leading brands

Flexible plans that grow with your business

No lock-in contracts. No suprise fees.

Managed Services

Taking care of the fundamentals to provide assurance that all updates & security patches are in place.
  • Dedicated point of contact.
  • Monthly WIP meeting.
  • Monthly account report.
  • Quarterly hygiene report.
  • CMS & plugin updates.
  • Security patches.
  • Monthly code deployment.
  • Service Level Agreement.
  • Unlimited tickets.
  • Rollover of hours.
  • Quarterly UX report.
  • 24/7 monitoring.
  • 24/7 support.
  • Quarterly site health report.
  • Optimisation & enhancement pack.
Get a quote

Essentials

Best Value
Business-as-usual support to help get things done, no matter what the challenge is you’re facing today.
  • Dedicated point of contact.
  • Monthly WIP meeting.
  • Monthly account report.
  • Quarterly hygiene report.
  • CMS & plugin updates.
  • Security patches.
  • Monthly code deployment.
  • Service Level Agreement.
  • Unlimited tickets.
  • Rollover of hours.
  • Quarterly UX report.
  • 24/7 monitoring.
  • 24/7 support.
  • Quarterly site health report.
  • Optimisation & enhancement pack (10 hrs p/m).
Get a quote

Enterprise

Everything you need to protect, prioritise, and evolve your online solutions.
  • Dedicated point of contact.
  • Monthly WIP meeting.
  • Monthly account report.
  • Quarterly hygiene report.
  • CMS & plugin updates.
  • Security patches.
  • Monthly code deployment.
  • Service Level Agreement.
  • Unlimited tickets.
  • Rollover of hours.
  • Quarterly UX report.
  • 24/7 monitoring.
  • 24/7 support.
  • Quarterly site health report.
  • Optimisation & enhancement pack (20 hrs p/m).
Get a quote

Additional hours can be purchased in incremental blocks of 10 with no limit. Fair play policy applies to rollover of hours.

Custom plans

For clients with multiple websites, higher consumption, or complex requirements, contact us to create a customised plan, tailored to your business.

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Satisfaction as standard

  • Responsiveness

    “I really value the responsiveness of the digital producer, support team and everyone involved. Whenever I’ve encountered an issue or had a question, they’ve been quick to respond and provide clear, helpful solutions. Overall, the support has been reliable and has made my experience with your service much smoother.”

    + Product Manager, NSW Department of Education.
    NSW government logo
  • Doctors administering medicine to a child.

    Inheriting legacy platforms

    “Sitback have done an incredible job of picking up our legacy web applications and, firstly, getting across them and, secondly, providing excellent support to evolve them. So impressed by the work and how they do it.”

    + Digital Platform Manager, Médecins Sans Frontières.
    Logo for Médecins Sans Frontières, also known as Doctors Without Borders
  • The Ghan train travelling through the Australian Outback.

    Above and beyond service

    “The whole approach and solution has been so good, and even when I was coming back with heaps of changes and additions you and the team were able to accommodate, and knew exactly what we were trying to achieve.
    Haven’t really experienced this level of above and beyond service from a partner before, so thank you!”

    + Marketing Automation & Retention Manager, Journey Beyond.
    Journey Beyond logo.
  • The famous front entrance to Luna Park Sydney, where you walk through the mouth of a giant face.

    No problem too big

    “The Sitback team are an absolute pleasure to deal with. The level of dedication, professionalism and technical skill that the Support team delivers on a daily basis is second to none. No problem is ever too difficult to solve, despite more than a few hurdles being thrown up in their path, and every challenge is met with a smile, which is the way we like it!”

    + Head of Marketing, Luna Park Sydney.
    Luna Park logo.
  • A cruise ship docked at a harbour, surrounded by beautify scenery.

    Responsive

    “I just wanted to say again how awesome the team at Sitback are – I’m not sure if you know how grateful we all are about how responsive you are. The support team is even more responsive than your websites (and your websites are excellent).”

    + Digital Project Manager, Southern Cross Travel Insurance.
    Southern Cross Travel Insurance Logo.
  • Four women and one man smiling at the camera. Two woman are standing, the man and other two women are in wheelchairs.

    Supportive

    “I ventured out to find experts in UX, platform development, and optimisation and found all this plus a team of people who are supportive, flexible and fun to work with. I can’t thank you enough for all your great work.”

    + Digital Marketing Analyst, SCIA.
    Spinal Cord Injuries Australia logo.
  • A woman smiling at the camera in front of her laptop. Her head is cupped in her hands and she looks relaxed.

    Human touch

    “The Sitback team has been an absolute goldmine of awesomeness. I’m forever grateful that you’ve been able to say ‘yes’ to majority of my requests… Thank you so much for your support and guidance and laughs – gotta love a digital agency with a human layer 😊”

    + Head of Marketing and Communications, MAIA Financial.
    MAIA Financial logo.

    Web technology we support

    Our premium website support services provide expertise across PHP, .NET, JavaScript, CSS, User Experience and DevOps. We are certified with best-of-breed web hosting and Digital Experience Platform providers to ensure your web stack has enterprise-grade security and the latest and greatest features available.

    Support my website

    How it works

    • 2 men and 2 women sat around an office table looking at business metrics

      Step 1: Onboarding

      We take ownership of your website codebase and access all necessary tools. We then perform initial hygiene checks to ensure everything is running smoothly, and update as needed.
    • Female call centre working smiling face on at her colleague.

      Step 2: Raise tickets

      Using our secure ticketing platform you can import a backlog of items to be worked on, or raise unlimited new issues as they arise. Spotted a bug? Create a ticket. Need a minor enhancement for a new campaign? Create a ticket.
    • Woman writing on whiteboard.

      Step 3: Monthly planning

      At the start of each month, you review any open tickets together with your dedicated digital producer, planning and prioritising future work based on your business requirements, the severity of the open tickets, and your level of SLA.
    • Over the shoulder perspective of a Female and Male web developer working on code on their computers.

      Step 4: Implement

      Our team perform all required investigation and estimation before fixing bugs or adding new features. All work follows a strict Release Management process, including Quality Assurance steps and Regression Testing where required, before being deployed to your live website.
    • Two men discussing a website on a laptop screen.

      Step 6: Understand

      Learn from regular reports providing insight into website performance and opportunities to improve, then use these to help plan future work. Choose from platform hygiene reports, Accessibility appraisals, SEO and content hygiene audits or even an entirely bespoke business dashboard, backed with insights supplemented through artificial intelligence.

      Service comparison

      Premium service, uncompromising quality

      We offer Premium website maintenance and enhancement services, with experienced senior developers, proven management processes, always-on monitoring, and actionable reporting. After over 18 years of supporting the Australian Government and leading financial institutions, we are proud of the capability we offer and confident in our ability to deliver.

      Service comparison
      Category One-man band
      🙋      		 Sitback
      😎      		 Global agency
      🌏      		 Off-shore
      🏝️
      Price $ $$ $$$ $
      Code quality ✅ ✅ ❌ ❌
      Response time ❌ ✅ ✅ ❌
      Communication ✅ ✅ ❌ ❌
      Capacity ❌ ✅ ✅ ✅
      Wide skill set ❌ ✅ ✅ ❌
      Get started

      Proven website support & maintenance success stories

      Master Builders Association NSW Education and Skills Development website case study.

      Master Builders Association of NSW case study

      Find out more

      Lifeline Australia NFP case study

      Find out more
      AusHFG government website redesign - Photo of the inside of an operating room in a hospital.

      Australasian Health Facility Guidelines (AusHFG) case study

      Find out more

      Request a personalised website support quote

      Interested to learn more about our website support & optimisation service? Fill out the form below, telling us a little bit about the website(s) you need help with, and we’ll get back to you in a flash.


      Accessible solutions

      Ensure accessibility & WCAG compliance

      One in five Australians has a recognised disability. By not keeping your site accessible, you risk cutting off 20% of your potential audience and potentially facing legal repercussions. Our website support team can help you understand your current level of compliance and provide the expertise and training required to achieve WCAG 2.1+ standards.

      Help me be more accessible
      Mother and daughter in a back branch talking to a member of staff
      A blind man using a smartphone.

      Special offer

      Get a FREE accessibility audit

      As a demonstration of our commitment to inclusivity and accessibility, we are offering a free website accessibility audit for any government, education or NFP organisation (.gov, .edu, .org).

      Simply get in touch letting us know the address of your website and we’ll take care of the rest!

      You’ll receive: a comprehensive report, outlining your current level of compliance to WCAG 2.2 AA standards, as well as areas you should work on to improve the experience you offer your site visitors.

      Audit my website

      Improving outcomes

      Optimising websites for conversion

      We know that design is never done and even the highest performing websites can always push for greater results. Sitback has a proven Conversion Rate Optimisation (CRO) program that allows you to design, test, and scale learnings on your website to drive conversions based on data-driven insights. Better still, our CRO service integrates perfectly with our website support plans, ensuring new A/B tests are deployed effectively and benefit from all other optimisations our team make.

      Find out more about CRO
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      Two women discussing analytics

      Data-backed decisions

      Unlock business insights with Data & Analytics

      Elevate your digital performance with expertise rooted in experience design. Complement qualitative research with quantitative data so you make the right decisions to help your business grow. The best bit? The reports are delivered monthly or quarterly, helping to inform and prioritise your roadmap of activity through our website support services.

      Find out more about Data & Analytics
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