Do I have to host with you?

Yes. It is the only way we can stand behind what we promise. Managing the environment ourselves is what lets us guarantee security, instant backups, and continuous monitoring, and it is what lets us fix a problem the moment we see it rather than filing a request with a third party and waiting. We understand that is a firm answer. It exists because the alternative is promising you a response time we do not actually control, and we would rather set the expectation honestly at the start than explain it during an outage.

What happens if I do not use my hours in a particular month?

They roll over. We know work does not arrive in even monthly increments, and we would rather you use your hours when the business actually needs them. One honest caveat: if a large amount of saved work lands all at once, it will take longer to complete than the same work spread out. That is a scheduling reality, not a policy. It is also why we pay attention to your calendar. If your busy season is spring or your campaign push is in the fall, we want to know that early so we can plan for it together instead of reacting to it.

How fast do you respond to a website request?

We acknowledge your request the same business day or the next. Standard changes are typically completed within two to three business days, which includes our internal quality check before anything goes live. For emergencies, we monitor site health continuously, so in many cases we know before you do. If something critical happens in the evening or over a weekend, we work to minimize downtime and keep your business running. We are not going to promise perfection, because nobody can honestly make that promise. What we can tell you is that being a boutique agency means we have the flexibility to make you a priority.

What counts in a website support hour?

Content updates, image swaps, new pages built from existing templates, form changes, design tweaks, plugin troubleshooting, and small functionality additions. What does not count is net-new design work, a new section built from scratch, or anything that amounts to a project rather than a change. When a request crosses that line, we tell you before we start and scope it separately.

Do I still need this if my site never changes?

Especially then. A site nobody touches is the one that quietly breaks, because plugins keep updating and security vulnerabilities keep appearing whether or not anyone is publishing content. The sites we take over in an emergency are almost always sites that had not been touched in two years.

What is the difference between this and the Fractional Marketing Team?

Ongoing Support keeps your website healthy, current, and reported on. The Fractional Marketing Team owns your marketing function, including strategy, campaigns, content production, and the people running it. Support is the floor. The Fractional team is the whole department. Many partners start here and move up when marketing outgrows the person currently squeezing it in.