Our Website Maintenance Packages

Our website support packages mean you can rely on chilliapple to keep your website maintenance in check and your eCommerce website or WordPress site up to date and continually optimised. So rather than worrying about fixing or improving your online shop, you can concentrate on what you do best: growing your business. We offer a more proactive, consultative approach to supporting your website with website maintenance costs that are affordable and fair.

  • What’s
    included?

  • Account Manager Your Account Manager is the catalyst that makes things happen. Contactable by phone, email, Basecamp and Skype, they’ll keep work on schedule and liaise with you over feedback, suggestions, and new requirements for your website.
  • Basecamp Access Basecamp is chilliapple’s project management tool of choice. It’s easy to use and provides a forum for discussion between your team and ours, either to discuss progress on a project and collate feedback or to scope out new requirements. Your Account Manager, Developer, QA Manager and Development Team Lead will have visibility of all communication on Basecamp. Each Monthly Report will be posted here.
  • Platform Version Updates The site will be kept up to date with the most recent Platform patches. Not only does this update core files to fix known bugs and optimise the system, but security patches are also included to keep your and your customer’s data protected. Sites will be updated to the most recent platform version within one calendar month of each release.
  • Module Version Updates Your site uses a variety of third-party modules (also known as plugins or extensions) to perform various functions. These modules must be kept updated in line with your Platform version, so as not to compromise security or cause conflict with other modules. On occasion, this may require that we liaise with the developer of the module directly, or we may recommend you go with an alternative module which is better supported.
  • PHP Version Updates PHP updates are an integral part of maintenance to keep any site running smoothly and securely. They will be carried out as and when new versions become available, usually twice per annum. chilliapple will work with your hosting provider to update the version and test the site fully for any incompatibilities.
  • Development Site chilliapple will take a copy of your live site on our development server. This is where we’ll conduct all work so that we can run it through our internal QA process and allow you to review and approve the changes before we deploy them live
  • Development Site Update To make development work more efficient and ensure that any previous changes are not overwritten, we must keep the development site up to date. We’ll take a fresh copy of the live site (provided that no pending development tasks are waiting to be made live) to ensure we’re working from a recent replica.
  • Security Scanning We are partnered with leading cybersecurity providers to scan your site for vulnerabilities on an ongoing basis and make recommendations to guard against malicious activity. You’ll receive details of each scan within your monthly report. As an open-source platform, chilliapple does not guarantee, and is not liable, for the complete security of the site.
  • Down Time Monitoring We will add your site to a tool that we use to monitor downtime. It will be checked every 5 minutes, and if it goes down, we will be alerted right away, allowing us to respond quickly. Please note that downtime is usually serverrelated, but if we are aware of it then the alerts can be sent out where necessary.
  • Performance Health Check We will add your site to a tool we use to monitor website performance. It's a good indicator of what search engines such as Google might evaluate when ranking your site. Even if your performance is great, you want to ensure your site is accessible, follows best practices, and has good SEO scores. We will then advise on the available recommendations to keep the site performing to its maximum potential on mobile and desktop. chilliapple does not guarantee a certain level of performance as some things are beyond the control of chilliapple development such as JavaScript, HTML files and virtual DOM size as well as server/hosting restrictions, design assets and functional requirements of the website which may be utilising third-party resources such as themes and plugins, or even the platform itself. There must be a balance between the preservation of form and function, and performance.
  • SEO Health Check Our SEO Manager will guide an expert eye over your website and use a variety of third-party tools to audit its SEO performance. Within your monthly report, you’ll receive a breakdown of recommendations to ensure potential customers are finding your site.
  • Progress Calls Building relationships with clients is a pivotal part of our service, and we want you to see us as an extension of your in-house team. To facilitate a great working relationship, and to keep on track with updates, progress, and new discussions, we will schedule either monthly (Silver Support) or fortnightly (Gold Support) progress calls.
  • Strategy Calls With our Gold Support Package option, we pre-book bi-annual strategy calls. Your Account Manager will work with you to discuss the roadmap for your website, and put together a plan of action for how to achieve this.
  • ReCAPTCHA Checks We’ll check that any on-site captchas, including registration and contact forms, are working as they should and not clogging up the system with spam.
  • Customer Behaviour Tracking We’re partnered with a leading provider to monitor the user journeys of real customers. We will also be able to see heat maps for how your users are interacting with your site. This provides insight into where customers are dropping out of your sales funnel and helps us suggest improvements to maximise conversion. It’s also extremely useful for diagnosing any bugs that customers might report, as we can see exactly what they’re seeing.
  • Bug Fixes Bug issues are something you never want to meet when running an ecommerce store. Bug Fixing includes but is not limited to:
    - Fixing issues/bugs in both Frontend and Backend.
    - Fixing Web Server and Magento-related issues.
    - Fixing ERP/POS or any other 3rd party module related problems
  • Tutorial Access Our collection of tutorials is designed to provide helpful content for the dayto-day running of your site, allowing you to spend your hours with us on new and exciting developments. We will provide you with helpful ‘how-to’ videos on some of the most important functionalities of your platform. If anything is missing, just ask!
  • UX/UI Design Audit Having a great website design is vital for a great-performing e-commerce business. If the user journey is complicated, this can affect conversion rates, which overall impacts revenue. As part of our Gold support package, one of our in-house designers will provide a written audit of the current user experience and make recommendations for changes/improvements that could be made. They will then create 3-5 pages of mock-ups to show the new layouts with the suggested improvements applied.
  • Competitor Analysis Every quarter, your Account Manager will review one of the websites of your top 4 competitors and provide a detailed analysis. This will include an overview of your competitor's design and functionalities, product line focus, sales, and discounts, omnichannel sales and other marketing activities, all with the aim of providing you with new recommendations to keep your site in line, or even better ahead, of your competition.
  • Report Each month you’ll receive a report detailing the work that has been undertaken on your site in the month previous, along with a selection of recommendations from our team based on insights from third-party tools and established best practices. This report will be signed off by your Developer, Development Team Lead and Account Manager.
  • Development Hours Within your subscription you’ll have a balance of development hours for the 12-month Term to use however you choose, including for design tweaks, module installations and new features. Your Account Manager may also make suggestions for improvements based on recommendations from our team. Any excess development hours used within will be charged additionally at a discounted hourly rate in line with your chosen package. Any unused hours will not be included in your renewal.
  • Monthly package cost**

  • Bronze Brochure and
    Contact sites

  •     Your Account Manager is the catalyst that makes things happen. Contactable by phone, email, Basecamp and Skype, they’ll keep work on schedule and liaise with you over feedback, suggestions, and new requirements for your website.
  •     Basecamp is chilliapple’s project management tool of choice. It’s easy to use and provides a forum for discussion between your team and ours, either to discuss pProgress Callson a project and collate feedback or to scope out new requirements. Your Account Manager, Developer, QA Manager and Development Team Lead will have visibility of all communication on Basecamp. Each Monthly Report will be posted here.
  •     The site will be kept up to date with the most recent Platform patches. Not only does this update core files to fix known bugs and optimise the system, but security patches are also included to keep your and your customer’s data protected. Sites will be updated to the most recent platform version within one calendar month of each release.
  •     Your site uses a variety of third-party modules (also known as plugins or extensions) to perform various functions. These modules must be kept updated in line with your Platform version, so as not to compromise security or cause conflict with other modules. On occasion, this may require that we liaise with the developer of the module directly, or we may recommend you go with an alternative module which is better supported.
  •     PHP updates are an integral part of maintenance to keep any site running smoothly and securely. They will be carried out as and when new versions become available, usually twice per annum. chilliapple will work with your hosting provider to update the version and test the site fully for any incompatibilities.
  •     chilliapple will take a copy of your live site on our development server. This is where we’ll conduct all work so that we can run it through our internal QA process and allow you to review and approve the changes before we deploy them live
  • Annually   To make development work more efficient and ensure that any previous changes are not overwritten, we must keep the development site up to date. We’ll take a fresh copy of the live site (provided that no pending development tasks are waiting to be made live) to ensure we’re working from a recent replica.
  •     We are partnered with leading cybersecurity providers to scan your site for vulnerabilities on an ongoing basis and make recommendations to guard against malicious activity. You’ll receive details of each scan within your monthly report. As an open-source platform, chilliapple does not guarantee, and is not liable, for the complete security of the site.
  •     We will add your site to a tool that we use to monitor downtime. It will be checked every 5 minutes, and if it goes down, we will be alerted right away, allowing us to respond quickly. Please note that downtime is usually serverrelated, but if we are aware of it then the alerts can be sent out where necessary.
  •     We will add your site to a tool we use to monitor website performance. It's a good indicator of what search engines such as Google might evaluate when ranking your site. Even if your performance is great, you want to ensure your site is accessible, follows best practices, and has good SEO scores. We will then advise on the available recommendations to keep the site performing to its maximum potential on mobile and desktop. chilliapple does not guarantee a certain level of performance as some things are beyond the control of chilliapple development such as JavaScript, HTML files and virtual DOM size as well as server/hosting restrictions, design assets and functional requirements of the website which may be utilising third-party resources such as themes and plugins, or even the platform itself. There must be a balance between the preservation of form and function, and performance.
  •     Our SEO Manager will guide an expert eye over your website and use a variety of third-party tools to audit its SEO performance. Within your monthly report, you’ll receive a breakdown of recommendations to ensure potential customers are finding your site.
  •     Building relationships with clients is a pivotal part of our service, and we want you to see us as an extension of your in-house team. To facilitate a great working relationship, and to keep on track with updates, progress, and new discussions, we will schedule either monthly (Silver Support) or fortnightly (Gold Support) progress calls.
  •     With our Gold Support Package option, we pre-book bi-annual strategy calls. Your Account Manager will work with you to discuss the roadmap for your website, and put together a plan of action for how to achieve this.
  •     We’ll check that any on-site captchas, including registration and contact forms, are working as they should and not clogging up the system with spam.
  •     We’re partnered with a leading provider to monitor the user journeys of real customers. We will also be able to see heat maps for how your users are interacting with your site. This provides insight into where customers are dropping out of your sales funnel and helps us suggest improvements to maximise conversion. It’s also extremely useful for diagnosing any bugs that customers might report, as we can see exactly what they’re seeing.
  •     Bug issues are something you never want to meet when running an ecommerce store. Bug Fixing includes but is not limited to:
    - Fixing issues/bugs in both Frontend and Backend.
    - Fixing Web Server and Magento-related issues.
    - Fixing ERP/POS or any other 3rd party module related problems
  •     Our collection of tutorials is designed to provide helpful content for the dayto-day running of your site, allowing you to spend your hours with us on new and exciting developments. We will provide you with helpful ‘how-to’ videos on some of the most important functionalities of your platform. If anything is missing, just ask!
  •     Having a great website design is vital for a great-performing e-commerce business. If the user journey is complicated, this can affect conversion rates, which overall impacts revenue. As part of our Gold support package, one of our in-house designers will provide a written audit of the current user experience and make recommendations for changes/improvements that could be made. They will then create 3-5 pages of mock-ups to show the new layouts with the suggested improvements applied.
  •     Every quarter, your Account Manager will review one of the websites of your top 4 competitors and provide a detailed analysis. This will include an overview of your competitor's design and functionalities, product line focus, sales, and discounts, omnichannel sales and other marketing activities, all with the aim of providing you with new recommendations to keep your site in line, or even better ahead, of your competition.
  •     Each month you’ll receive a report detailing the work that has been undertaken on your site in the month previous, along with a selection of recommendations from our team based on insights from third-party tools and established best practices. This report will be signed off by your Developer, Development Team Lead and Account Manager.
  • 48 hrs/year   Within your subscription you’ll have a balance of development hours for the 12-month Term to use however you choose, including for design tweaks, module installations and new features. Your Account Manager may also make suggestions for improvements based on recommendations from our team. Any excess development hours used within will be charged additionally at a discounted hourly rate in line with your chosen package. Any unused hours will not be included in your renewal.

  • Silver Ecommerce
    sites

  •     Your Account Manager is the catalyst that makes things happen. Contactable by phone, email, Basecamp and Skype, they’ll keep work on schedule and liaise with you over feedback, suggestions, and new requirements for your website.
  •     Basecamp is chilliapple’s project management tool of choice. It’s easy to use and provides a forum for discussion between your team and ours, either to discuss pProgress Callson a project and collate feedback or to scope out new requirements. Your Account Manager, Developer, QA Manager and Development Team Lead will have visibility of all communication on Basecamp. Each Monthly Report will be posted here.
  •     The site will be kept up to date with the most recent Platform patches. Not only does this update core files to fix known bugs and optimise the system, but security patches are also included to keep your and your customer’s data protected. Sites will be updated to the most recent platform version within one calendar month of each release.
  •     Your site uses a variety of third-party modules (also known as plugins or extensions) to perform various functions. These modules must be kept updated in line with your Platform version, so as not to compromise security or cause conflict with other modules. On occasion, this may require that we liaise with the developer of the module directly, or we may recommend you go with an alternative module which is better supported.
  •     PHP updates are an integral part of maintenance to keep any site running smoothly and securely. They will be carried out as and when new versions become available, usually twice per annum. chilliapple will work with your hosting provider to update the version and test the site fully for any incompatibilities.
  •     chilliapple will take a copy of your live site on our development server. This is where we’ll conduct all work so that we can run it through our internal QA process and allow you to review and approve the changes before we deploy them live.
  • Bi-annually   To make development work more efficient and ensure that any previous changes are not overwritten, we must keep the development site up to date. We’ll take a fresh copy of the live site (provided that no pending development tasks are waiting to be made live) to ensure we’re working from a recent replica.
  • Monthly   We are partnered with leading cybersecurity providers to scan your site for vulnerabilities on an ongoing basis and make recommendations to guard against malicious activity. You’ll receive details of each scan within your monthly report. As an open-source platform, chilliapple does not guarantee, and is not liable, for the complete security of the site.
  •     We will add your site to a tool that we use to monitor downtime. It will be checked every 5 minutes, and if it goes down, we will be alerted right away, allowing us to respond quickly. Please note that downtime is usually serverrelated, but if we are aware of it then the alerts can be sent out where necessary.
  •     We will add your site to a tool we use to monitor website performance. It's a good indicator of what search engines such as Google might evaluate when ranking your site. Even if your performance is great, you want to ensure your site is accessible, follows best practices, and has good SEO scores. We will then advise on the available recommendations to keep the site performing to its maximum potential on mobile and desktop. chilliapple does not guarantee a certain level of performance as some things are beyond the control of chilliapple development such as JavaScript, HTML files and virtual DOM size as well as server/hosting restrictions, design assets and functional requirements of the website which may be utilising third-party resources such as themes and plugins, or even the platform itself. There must be a balance between the preservation of form and function, and performance.
  •     Our SEO Manager will guide an expert eye over your website and use a variety of third-party tools to audit its SEO performance. Within your monthly report, you’ll receive a breakdown of recommendations to ensure potential customers are finding your site.
  •     Building relationships with clients is a pivotal part of our service, and we want you to see us as an extension of your in-house team. To facilitate a great working relationship, and to keep on track with updates, progress, and new discussions, we will schedule either monthly (Silver Support) or fortnightly (Gold Support) progress calls.
  •     With our Gold Support Package option, we pre-book bi-annual strategy calls. Your Account Manager will work with you to discuss the roadmap for your website, and put together a plan of action for how to achieve this.
  •     We’ll check that any on-site captchas, including registration and contact forms, are working as they should and not clogging up the system with spam.
  •     We’re partnered with a leading provider to monitor the user journeys of real customers. We will also be able to see heat maps for how your users are interacting with your site. This provides insight into where customers are dropping out of your sales funnel and helps us suggest improvements to maximise conversion. It’s also extremely useful for diagnosing any bugs that customers might report, as we can see exactly what they’re seeing.
  •     Bug issues are something you never want to meet when running an ecommerce store. Bug Fixing includes but is not limited to:
    - Fixing issues/bugs in both Frontend and Backend.
    - Fixing Web Server and Magento-related issues.
    - Fixing ERP/POS or any other 3rd party module related problems
  •     Our collection of tutorials is designed to provide helpful content for the dayto-day running of your site, allowing you to spend your hours with us on new and exciting developments. We will provide you with helpful ‘how-to’ videos on some of the most important functionalities of your platform. If anything is missing, just ask!
  •     Having a great website design is vital for a great-performing e-commerce business. If the user journey is complicated, this can affect conversion rates, which overall impacts revenue. As part of our Gold support package, one of our in-house designers will provide a written audit of the current user experience and make recommendations for changes/improvements that could be made. They will then create 3-5 pages of mock-ups to show the new layouts with the suggested improvements applied.
  •     Every quarter, your Account Manager will review one of the websites of your top 4 competitors and provide a detailed analysis. This will include an overview of your competitor's design and functionalities, product line focus, sales, and discounts, omnichannel sales and other marketing activities, all with the aim of providing you with new recommendations to keep your site in line, or even better ahead, of your competition.
  •     Each month you’ll receive a report detailing the work that has been undertaken on your site in the month previous, along with a selection of recommendations from our team based on insights from third-party tools and established best practices. This report will be signed off by your Developer, Development Team Lead and Account Manager.
  • 72 hrs/year   Within your subscription you’ll have a balance of development hours for the 12-month Term to use however you choose, including for design tweaks, module installations and new features. Your Account Manager may also make suggestions for improvements based on recommendations from our team. Any excess development hours used within will be charged additionally at a discounted hourly rate in line with your chosen package. Any unused hours will not be included in your renewal.

  • Gold High growth
    Ecommerce sites

  •     Your Account Manager is the catalyst that makes things happen. Contactable by phone, email, Basecamp and Skype, they’ll keep work on schedule and liaise with you over feedback, suggestions, and new requirements for your website.
  •     Basecamp is chilliapple’s project management tool of choice. It’s easy to use and provides a forum for discussion between your team and ours, either to discuss progress on a project and collate feedback or to scope out new requirements. Your Account Manager, Developer, QA Manager and Development Team Lead will have visibility of all communication on Basecamp. Each Monthly Report will be posted here.
  •     The site will be kept up to date with the most recent Platform patches. Not only does this update core files to fix known bugs and optimise the system, but security patches are also included to keep your and your customer’s data protected. Sites will be updated to the most recent platform version within one calendar month of each release.
  •     Your site uses a variety of third-party modules (also known as plugins or extensions) to perform various functions. These modules must be kept updated in line with your Platform version, so as not to compromise security or cause conflict with other modules. On occasion, this may require that we liaise with the developer of the module directly, or we may recommend you go with an alternative module which is better supported.
  •     PHP updates are an integral part of maintenance to keep any site running smoothly and securely. They will be carried out as and when new versions become available, usually twice per annum. chilliapple will work with your hosting provider to update the version and test the site fully for any incompatibilities.
  •     chilliapple will take a copy of your live site on our development server. This is where we’ll conduct all work so that we can run it through our internal QA process and allow you to review and approve the changes before we deploy them live.
  • Quarterly   To make development work more efficient and ensure that any previous changes are not overwritten, we must keep the development site up to date. We’ll take a fresh copy of the live site (provided that no pending development tasks are waiting to be made live) to ensure we’re working from a recent replica.
  • Fortnightly   We are partnered with leading cybersecurity providers to scan your site for vulnerabilities on an ongoing basis and make recommendations to guard against malicious activity. You’ll receive details of each scan within your monthly report. As an open-source platform, chilliapple does not guarantee, and is not liable, for the complete security of the site.
  •     We will add your site to a tool that we use to monitor downtime. It will be checked every 5 minutes, and if it goes down, we will be alerted right away, allowing us to respond quickly. Please note that downtime is usually serverrelated, but if we are aware of it then the alerts can be sent out where necessary.
  •     We will add your site to a tool we use to monitor website performance. It's a good indicator of what search engines such as Google might evaluate when ranking your site. Even if your performance is great, you want to ensure your site is accessible, follows best practices, and has good SEO scores. We will then advise on the available recommendations to keep the site performing to its maximum potential on mobile and desktop. chilliapple does not guarantee a certain level of performance as some things are beyond the control of chilliapple development such as JavaScript, HTML files and virtual DOM size as well as server/hosting restrictions, design assets and functional requirements of the website which may be utilising third-party resources such as themes and plugins, or even the platform itself. There must be a balance between the preservation of form and function, and performance.
  •     Our SEO Manager will guide an expert eye over your website and use a variety of third-party tools to audit its SEO performance. Within your monthly report, you’ll receive a breakdown of recommendations to ensure potential customers are finding your site.
  •     Building relationships with clients is a pivotal part of our service, and we want you to see us as an extension of your in-house team. To facilitate a great working relationship, and to keep on track with updates, progress, and new discussions, we will schedule either monthly (Silver Support) or fortnightly (Gold Support) progress calls.
  • Bi-Annually   With our Gold Support Package option, we pre-book bi-annual strategy calls. Your Account Manager will work with you to discuss the roadmap for your website, and put together a plan of action for how to achieve this.
  •     We’ll check that any on-site captchas, including registration and contact forms, are working as they should and not clogging up the system with spam.
  •     We’re partnered with a leading provider to monitor the user journeys of real customers. We will also be able to see heat maps for how your users are interacting with your site. This provides insight into where customers are dropping out of your sales funnel and helps us suggest improvements to maximise conversion. It’s also extremely useful for diagnosing any bugs that customers might report, as we can see exactly what they’re seeing.
  •     Bug issues are something you never want to meet when running an ecommerce store. Bug Fixing includes but is not limited to:
    - Fixing issues/bugs in both Frontend and Backend.
    - Fixing Web Server and Magento-related issues.
    - Fixing ERP/POS or any other 3rd party module related problems
  •     Our collection of tutorials is designed to provide helpful content for the dayto-day running of your site, allowing you to spend your hours with us on new and exciting developments. We will provide you with helpful ‘how-to’ videos on some of the most important functionalities of your platform. If anything is missing, just ask!
  •     Having a great website design is vital for a great-performing e-commerce business. If the user journey is complicated, this can affect conversion rates, which overall impacts revenue. As part of our Gold support package, one of our in-house designers will provide a written audit of the current user experience and make recommendations for changes/improvements that could be made. They will then create 3-5 pages of mock-ups to show the new layouts with the suggested improvements applied.
  •     Every quarter, your Account Manager will review one of the websites of your top 4 competitors and provide a detailed analysis. This will include an overview of your competitor's design and functionalities, product line focus, sales, and discounts, omnichannel sales and other marketing activities, all with the aim of providing you with new recommendations to keep your site in line, or even better ahead, of your competition.
  •     Each month you’ll receive a report detailing the work that has been undertaken on your site in the month previous, along with a selection of recommendations from our team based on insights from third-party tools and established best practices. This report will be signed off by your Developer, Development Team Lead and Account Manager.
  • 120 hrs/year   Within your subscription you’ll have a balance of development hours for the 12-month Term to use however you choose, including for design tweaks, module installations and new features. Your Account Manager may also make suggestions for improvements based on recommendations from our team. Any excess development hours used within will be charged additionally at a discounted hourly rate in line with your chosen package. Any unused hours will not be included in your renewal.

  • PlatinumEnterprise
    Ecommerce sites

  •     Your Account Manager is the catalyst that makes things happen. Contactable by phone, email, Basecamp and Skype, they’ll keep work on schedule and liaise with you over feedback, suggestions, and new requirements for your website.
  •     Basecamp is chilliapple’s project management tool of choice. It’s easy to use and provides a forum for discussion between your team and ours, either to discuss progress on a project and collate feedback or to scope out new requirements. Your Account Manager, Developer, QA Manager and Development Team Lead will have visibility of all communication on Basecamp. Each Monthly Report will be posted here.
  •     The site will be kept up to date with the most recent Platform patches. Not only does this update core files to fix known bugs and optimise the system, but security patches are also included to keep your and your customer’s data protected. Sites will be updated to the most recent platform version within one calendar month of each release.
  •     Your site uses a variety of third-party modules (also known as plugins or extensions) to perform various functions. These modules must be kept updated in line with your Platform version, so as not to compromise security or cause conflict with other modules. On occasion, this may require that we liaise with the developer of the module directly, or we may recommend you go with an alternative module which is better supported.
  •     PHP updates are an integral part of maintenance to keep any site running smoothly and securely. They will be carried out as and when new versions become available, usually twice per annum. chilliapple will work with your hosting provider to update the version and test the site fully for any incompatibilities.
  •     chilliapple will take a copy of your live site on our development server. This is where we’ll conduct all work so that we can run it through our internal QA process and allow you to review and approve the changes before we deploy them live.
  • Quarterly   To make development work more efficient and ensure that any previous changes are not overwritten, we must keep the development site up to date. We’ll take a fresh copy of the live site (provided that no pending development tasks are waiting to be made live) to ensure we’re working from a recent replica.
  • Weekly   We are partnered with leading cybersecurity providers to scan your site for vulnerabilities on an ongoing basis and make recommendations to guard against malicious activity. You’ll receive details of each scan within your monthly report. As an open-source platform, chilliapple does not guarantee, and is not liable, for the complete security of the site.
  •     We will add your site to a tool that we use to monitor downtime. It will be checked every 5 minutes, and if it goes down, we will be alerted right away, allowing us to respond quickly. Please note that downtime is usually serverrelated, but if we are aware of it then the alerts can be sent out where necessary.
  •     We will add your site to a tool we use to monitor website performance. It's a good indicator of what search engines such as Google might evaluate when ranking your site. Even if your performance is great, you want to ensure your site is accessible, follows best practices, and has good SEO scores. We will then advise on the available recommendations to keep the site performing to its maximum potential on mobile and desktop. chilliapple does not guarantee a certain level of performance as some things are beyond the control of chilliapple development such as JavaScript, HTML files and virtual DOM size as well as server/hosting restrictions, design assets and functional requirements of the website which may be utilising third-party resources such as themes and plugins, or even the platform itself. There must be a balance between the preservation of form and function, and performance.
  •     Our SEO Manager will guide an expert eye over your website and use a variety of third-party tools to audit its SEO performance. Within your monthly report, you’ll receive a breakdown of recommendations to ensure potential customers are finding your site.
  •     Building relationships with clients is a pivotal part of our service, and we want you to see us as an extension of your in-house team. To facilitate a great working relationship, and to keep on track with updates, progress, and new discussions, we will schedule either monthly (Silver Support) or fortnightly (Gold Support) progress calls.
  • Quarterly   With our Gold Support Package option, we pre-book bi-annual strategy calls. Your Account Manager will work with you to discuss the roadmap for your website, and put together a plan of action for how to achieve this.
  •     We’ll check that any on-site captchas, including registration and contact forms, are working as they should and not clogging up the system with spam.
  •     We’re partnered with a leading provider to monitor the user journeys of real customers. We will also be able to see heat maps for how your users are interacting with your site. This provides insight into where customers are dropping out of your sales funnel and helps us suggest improvements to maximise conversion. It’s also extremely useful for diagnosing any bugs that customers might report, as we can see exactly what they’re seeing.
  •     Bug issues are something you never want to meet when running an ecommerce store. Bug Fixing includes but is not limited to:
    - Fixing issues/bugs in both Frontend and Backend.
    - Fixing Web Server and Magento-related issues.
    - Fixing ERP/POS or any other 3rd party module related problems
  •     Our collection of tutorials is designed to provide helpful content for the dayto-day running of your site, allowing you to spend your hours with us on new and exciting developments. We will provide you with helpful ‘how-to’ videos on some of the most important functionalities of your platform. If anything is missing, just ask!
  •     Having a great website design is vital for a great-performing e-commerce business. If the user journey is complicated, this can affect conversion rates, which overall impacts revenue. As part of our Gold support package, one of our in-house designers will provide a written audit of the current user experience and make recommendations for changes/improvements that could be made. They will then create 3-5 pages of mock-ups to show the new layouts with the suggested improvements applied.
  •     Every quarter, your Account Manager will review one of the websites of your top 4 competitors and provide a detailed analysis. This will include an overview of your competitor's design and functionalities, product line focus, sales, and discounts, omnichannel sales and other marketing activities, all with the aim of providing you with new recommendations to keep your site in line, or even better ahead, of your competition.
  •     Each month you’ll receive a report detailing the work that has been undertaken on your site in the month previous, along with a selection of recommendations from our team based on insights from third-party tools and established best practices. This report will be signed off by your Developer, Development Team Lead and Account Manager.
  • 240 hrs/year   Within your subscription you’ll have a balance of development hours for the 12-month Term to use however you choose, including for design tweaks, module installations and new features. Your Account Manager may also make suggestions for improvements based on recommendations from our team. Any excess development hours used within will be charged additionally at a discounted hourly rate in line with your chosen package. Any unused hours will not be included in your renewal.

**subject to working hours Monday-Friday, and National/Bank Holidays. Please refer to Terms & Conditions
**all rates subject to VAT for UK businesses

Our Website Maintenance Services

Website Maintenance

Website Maintenance

Your site will be kept up to date with the most recent major platform updates. Not only does this update core files to fix known bugs and optimise the system, but security patches are also included to keep your and your customer’s data protected. Sites will be updated to the most recent platform version within one calendar month of each release.

Proactive Support

Proactive Support

Your Account Manager is the catalyst that makes things happen. Our website support services provide you with a dedicated account manager who is contactable by phone, email, Basecamp and Slack. They keep work on schedule and liaise with you over feedback, suggestions, and new requirements for your website.

Feature Enhancements

Feature Enhancements

Perhaps the most exciting part! Within your subscription you’ll have a bank of development hours for the 12-month term to use however you choose, including for design tweaks, module installations and new features. Your Account Manager may also make suggestions for improvements based on recommendations from our team.

Development Site

Development Site

To make development work more efficient and ensure that new features work as expected, we will create a replica of your live site on our development server. This is where we’ll conduct all work so that we can run it through our internal QA process and allow you to review and approve the changes before we deploy them live.

Website Monitoring

Website Monitoring

Our Silver, Gold, and Platinum website support packages include multiple monitoring tools to help us support you and your site. This includes downtime monitoring, security scanning, website performance, and SEO. These help us find any potential pain points or areas for improvement on your site to help optimise your site performance.

Website Audits

Website Audits

The online world is ever-changing and keeping up-to-date with new trends and features is important. As part of our Gold and Platinum packages, you will receive a UX/UI design audit from one of our in-house graphic designers of the current user experience to make recommendations for changes/improvements that could be made. Our Platinum package also includes a CRO audit where we will systematically review your website (over 230+ points covered) from a customer’s perspective and identify improvement areas.

What our clients say

Chilliapple have been providing their Gold support package for just over six months and we have found them to be excellent in all respects. Chilliapple have updated our Magento site to the latest version, resolved our outstanding bugs, found a cheaper hosting solution and installed a new payments system. They are easy and transparent to deal with and any additional costs are outlined before they start any work. Highly recommended.

Mark Burley

Their communication skills and ability to complete the project within budget and timescale were impressive.

After the launch of the website, the client received feedback from customers concerning a better UX, and Chilliapple Ltd. was able to update easier than before. They communicated through Campfire and had weekly updates through Zoom meetings. Overall, the team provided a good value for the budget.

Luisa Coates Thermapen

Good Knowledge of Magento: Chilliapple was recommended to us for their Magento knowledge which has proved to be excellent. We worked with Bowo and Vipin to migrate and upgrade our existing Magento shops to a new UK Fast server with additional features and plug ins installed resulting in a faster admin than we previously had. I would recommend Chilliapple for Magento especially multiple shops.

Steve Long Merlin Workwear

Having gone through the process of having new Magento sites brought online a couple of times now, I have to say that Dean and the team at Chilliapple have made our latest project as smooth as can be possible.

From my experience, I can’t imagine that any new website is a trouble-free project. However, Chilliapple have worked tirelessly to ensure that obstacles and hurdles have been dealt with as quickly and efficiently as possible. Would I recommend? I already have… Twice!

Richard Smith Niton999

Great work with the team at Chilliapple. They undertook our website maintenance from a previous developer and they have managed to accommodate many of our initial needs, including an upgrade to Magento 2.4.

Since then, we have overcome many more requests to improve website and shopping functionality and while I personally will not be overseeing their work anymore, I trust though that Versapak are in safe hands and that they can meet any new challenge that may arise.

Jeremy Graham Versapak

Our Magento multistore was up and running on time and working as expected.

Sandra Simion our contact, gave us excellent customer support throughout the set-up process, she was immensely helpful and understanding. Sandra helped us purchase the correct modules and explained how they worked, Vipin sent us video demonstrations and advice too. [+]

Amanda YJ Europe Ltd

I've worked with many web agencies in the past and ChilliApple certainly shine above the rest. Our account manager Bowo has been extremely attentive and pro-active, without whom we would not have been able to deploy our Magento 2 migration by the end of 2020.

We're very pleased at the hard work and patience that Bowo and the development team have put into this project, especially as we were working long hours towards the end. I look forward to continued work with ChilliApple in 2021!

Laura Lam Phoenix Medical

Our website is built in Prestashop, and finding credible developers to maintain and progress the site was very difficult once we had made the decision to move on from our current developer.

Chilli Apple initially upgraded and re-themed our site to a very high standard with excellent communication throughout. We went live with the update (which was quite a major undertaking as it had not been done for some time and a lot had changed) right at the beginning of the COVID fiasco. [+]

Kieron Miller Skirting4u

We have found the dedicated development service an excellent way to quickly expand our team and give complete flexibility.

Priya has been a great asset to the team and provided valuable knowledge and ability to resolve our development requirements.

Garth Hoggins UBT (EU) Ltd

Chilliapple has been the perfect fit for us. We needed a web development firm that we could trust to deliver on time and on cost. Chilliapple has provided that..

We're incredibly pleased with the quality of work that chilliapple have produced and how receptive they've been to new design iterations. A great company to work alongside with upfront and transparent pricing and delivery. [+]

Alex Nowak WorkOutDepot

We received a great customer service from ChilliApple. The team is very friendly and helpful. Highly recommended! Thanks to Nick, Seb, Vipin, Spencer and all the team!

Cedric Cleaningspot

chilliapple limited

Trustpilot
4.7

Frequently Asked Questions

How long are your support contracts valid for?

Each support package is a 12-month term.

I have several websites. Do I need a support package for each?

Our Account Management team will be happy to discuss options with you if you have more than one website. If your site is utilising multistore functionality, there is an additional cost of £150+VAT each month per additional store

Can chilliapple still work on my website if I don’t have a support package?

Yes, we have another support option available called ‘Development Block Hours’. Ask our Account Management team for more information about this service.

Can I make changes to the site myself?

You’ll still have full control over your site’s Admin section, as you do currently, to update site content. We strongly recommend that you do not attempt to make development changes or install new modules yourselves. We’ll handle all changes in our development environment which you can check before deployment.

Can I cancel my package?

We’re confident you won’t want to with over 95% of our clients renewing our web maintenance services. Each contract is a 12-month term that cannot be cancelled during the term length. If you do not wish to renew for another term, please get in touch with your Account Manager with a minimum one-month notice period.

Can I upgrade my package once it starts?

Yes, with one month’s notice at any time. Just speak to your Account Manager!

Can I downgrade my package once it starts?

No, packages cannot be downgraded during the 12-month term

This sounds great, how do we get started?

Please liaise with our Account Management team regarding your chosen package, and they will supply you with the relevant terms and conditions, and signatory documents and will start the onboarding process.