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For agencies · Retained support

The development team behind your client retainers.

You sell the support. We do the work. One block of hours covering every client site you look after, whoever originally built them.

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From 10 hrs / month Priority scheduling Your branded reporting 30 days notice
What this is

The retained track.

Most agencies sell some form of care plan, and most find the delivery harder than the selling. Updates slip, small jobs queue up, and a site breaks on the one week everyone is busy.

A retainer with us puts a development team behind that commitment, across your whole portfolio rather than per client.

What it covers

  • Platform, plugin and security updates across multiple client sites
  • Bug fixing and troubleshooting on sites anyone built
  • Performance work and technical SEO fixes
  • Small features and content changes your team cannot cover
  • Managed hosting, monitoring and backups where you want it
  • A monthly report you can forward to the client under your own brand
At a glance

One retainer, a whole portfolio.

support-retainers / architecture diagram
One retainer covering a portfolio of client sitesYour agencyone point of contactMonthly hoursacross the portfoliopriority schedulingUpdates & patchingevery client siteFixeswhoever built itSmall changesthe ones that waitYour reportforwarded under your brand
One block of hours covering your whole client portfolio, with a single point of contact and a report you can forward to the client with your own name on it. Scroll the diagram sideways to see all of it.
How it works

How the hours work.

Hours are pooled across your portfolio rather than allocated per client, so a quiet month on one site covers a busy month on another. Up to one month of unused hours rolls forward.

Retained partners get priority scheduling, and can raise time-sensitive issues by phone. Our published SLA target is a response within 2 business hours for anything that takes a site offline.

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retainer / monthlytypical
Pooled hoursAcross every client site
Monthly
Priority schedulingReserved, not negotiated
Retained
Time-sensitive response2 business hours
SLA
Monthly reportUnder your brand
Included
Agency questions

Questions agencies ask.

Who owns the work at the end?
The work belongs to your agency. You keep the repository, the hosting accounts and the client relationship, and we will hand over to anyone you choose without obstruction.
Do you speak to our clients directly?
Only if you want us to. The default is that we work entirely behind you and your team relays everything. If it helps, we will join a client call on your behalf and under your brand — plenty of partners prefer having the technical answers come straight from the person who built it.
Can hours be shared across several client sites?
Yes, that is the point of it. The block covers your portfolio rather than one client, so you are not buying separate retainers per site and trying to make each one add up.
Do unused hours roll over?
Up to one month of unused hours roll into the following month. They are not meant to accumulate indefinitely — if you are consistently not using the time, the plan is the wrong size and we will say so.
Can you support sites we did not build?
Yes. We start with a technical review to understand what we are taking on, flag anything that needs attention before it becomes urgent, and document the parts nobody documented.
Is there a minimum commitment?
Retained plans start from 10 hours a month with 30 days notice to change or cancel. There is no long contract.
Partner with us

Need a development team behind you?

Tell us how your agency works and where the gaps are. We will tell you honestly whether we are the right fit, and what it would cost.

0208 108 0406
info@ablewebservices.com
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