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JIA SoftwareStart a project

Support & care

We stay with you after launch.

Care plans, SEO and software support agreements with defined response times — so the systems you rely on keep working.

Start a projectSee response times
  • UK-based, GDPR-compliant
  • Reply within two working days
  • Somerset · delivering UK-wide

Plans

Support plans, in full.

Every plan has a fixed monthly fee, clear inclusions and written response times.

  • Websites

    Care plan

    From

    £200/ month

    Included

    • Managed UK hosting and SSL
    • Daily off-site backups, [30]-day retention
    • Security monitoring, firewall and patching
    • CMS, plugin and framework updates
    • Uptime monitoring every [X] minutes
    • Up to [X] hours of changes per month
    • Helpdesk access with response targets
    • Monthly care report

    Not included

    • New pages or features beyond included hours
    • Third-party licence fees
    • Content writing (available as SEO service)
    Start a project

  • SEO service

    Optional add-on, from

    £500/ month

    Included

    • Technical SEO audit and fixes
    • Keyword research and rank tracking
    • On-page optimisation of [X] pages
    • [X] content pieces per month
    • Google Business Profile management
    • Local citations and link building
    • Monthly report and review

    Not included

    • Paid advertising spend
    • Guaranteed rankings (nobody can honestly offer them)
    Request a free site audit

  • Software support

    From — tailored to your system

    £[X]/ month

    Included

    • Bug fixes and defect investigation
    • Security and dependency updates
    • Infrastructure monitoring and alerting
    • Agreed hours for small changes: [X] per month
    • Quarterly health check
    • Response times written into the agreement

    Not included

    • New features (quoted separately or via a retainer)
    Tell us about your project

Prices are starting prices unless marked price on application, and all exclude VAT — your quote depends on scope, features and functionality. Figures in [brackets] are placeholders.

Response times

Response commitments, in writing.

Every support agreement states these targets. We report performance against them every month.

PriorityDefinitionResponseResolution targetCover
P1 · CriticalService down or data at risk[X] hours[X] hours[24/7 or business hours]
P2 · HighMajor feature impaired, no workaround[X] working hours[X] working daysBusiness hours
P3 · StandardMinor fault or workaround available[X] working day[X] working daysBusiness hours
P4 · RequestChanges and general questions[X] working daysScheduledBusiness hours

  • P1 · Critical

    Service down or data at risk

    Response
    [X] hours
    Resolution target
    [X] hours
    Cover
    [24/7 or business hours]

  • P2 · High

    Major feature impaired, no workaround

    Response
    [X] working hours
    Resolution target
    [X] working days
    Cover
    Business hours

  • P3 · Standard

    Minor fault or workaround available

    Response
    [X] working day
    Resolution target
    [X] working days
    Cover
    Business hours

  • P4 · Request

    Changes and general questions

    Response
    [X] working days
    Resolution target
    Scheduled
    Cover
    Business hours

Business hours are 09:00–17:30, Monday to Friday, excluding UK bank holidays. Response times start when a request is logged. [Confirm all figures]

What’s covered

Clear about what’s included.

No grey areas: what your agreement covers, and what we would quote for separately.

Covered by every support agreement

  • Fault investigation and fixes to work we delivered
  • Security patches and critical updates
  • Monitoring and proactive alerts
  • Advice by email on using your system
  • Monthly or quarterly reporting

Quoted separately

  • New features and major changes
  • Faults caused by third-party changes outside our control
  • Work on systems we did not build or audit
  • Training for new staff beyond the included session

Raising a request

How to raise a support request.

One route in, a reference for everything, and a reply within your agreed response time.

  1. Email or helpdesk

    Email admin@jiasoftware.co.uk or log a ticket in our helpdesk portal.

  2. Instant reference

    You receive an automatic acknowledgement with a ticket reference.

  3. Triage within target

    We confirm the priority and respond within the agreed response time.

  4. Resolve and report

    We fix, confirm with you and include it in your monthly report.

Need a system looked after?

Whether we built it or not, tell us about your website or software and we will recommend the right support plan.

Our team reviews every enquiry and replies within two working days.

Start a projector email admin@jiasoftware.co.uk