Having a website is like opening a shop front for your business. However, as routine maintenance is vital for a brick-and-mortar store, your website requires similar care and attention to keep running smoothly.
For example, just as a shop needs security cameras, stock current products, update displays and ensure ongoing building maintenance to appeal to customers, a website needs regular security patching, content optimisation and design upgrades.
Achieving this upkeep demands an understanding of key elements like hosting infrastructure, software systems and usability principles in plain terms.
What Is Included In Website Support?
Website support refers to the available troubleshooting and technical assistance provided to help resolve issues and answer queries related to operating a website.
Troubleshooting
Troubleshooting involves identifying errors like server downtime, email problems, slow page loads, or functionality issues. It requires pinpointing the root cause of problems which may necessitate digging into site code, server logs, user behaviour flow, network infrastructure, etc. Troubleshooting also includes testing and replicating issues, along with suggesting solutions like fixing broken links, software/database restores, redirect fixes, or optimisation techniques.
Bug Fixing
Bug fixing involves locating software defects, flaws, or anomalies leading to crashes. It also involves assessing the severity and priority of different bugs. The process further covers updating code and scripts to resolve functionality and presentation inconsistencies. Additionally, bug fixing verifies that fixes properly deploy without causing extra issues. Maintaining and improving debugging mechanisms for self-diagnostics is also key.
Live Chat and Email Support
Live chat and email support provide personalised guidance on topics like account setup, website configuration, navigation, error messages, etc.
Support staff also capture usage data and common questions to prioritise self-serve help articles. Staff also funnels complex technical issues to specialist teams as required.
Email support requires round-the-clock monitoring with guaranteed response times, conducting triage to categorise issues by urgency and customising responses. Where available, users get linked to existing self-help articles as a first-line fast resolution, with tricky inquiries sent to technical teams for troubleshooting.
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What Is Included In Website Maintenance?
Website maintenance includes the ongoing tasks required to keep a website and its supporting infrastructure functioning optimally, including monitoring performance, applying security updates, optimising speed, backing up data, and proactively identifying and addressing technical issues as they arise.
Updating Website Software
Regularly updating your website’s software is akin to providing it with a health check. Just as you’d update your phone for the latest features and security patches, your website’s content management system (CMS) and plugins require periodic updates to ensure optimal performance and security.
Improving Website Speed
Speed is paramount for any online business. A sluggish website can drive visitors away and impact search engine rankings. Support involves meticulous efforts to enhance your site’s speed, incorporating techniques such as image optimisation, code tweaking and caching for a seamless user experience.
Fixing HTML Errors
HTML errors may lurk beneath the surface, impacting your website’s appearance and functionality. Regular maintenance involves identifying and rectifying these errors, and maintaining the integrity of your site’s code for a smooth user interaction.
Backing up Files
Consider backups as the safety net for your website. Regular backups ensure that in the event of data loss or a website crash, you can swiftly restore your site to its former glory, minimising downtime and preserving your valuable content.
Fixing Broken Links
Broken links are the bane of smooth browsing. Maintenance includes identifying and promptly fixing broken links, ensuring a frustration-free navigation experience for your visitors.
Reviewing Website Analytics
Website analytics provide valuable insights into user behaviour. Regular maintenance involves a close examination of these metrics, allowing you to make informed decisions to enhance the overall user experience and your marketing efforts.
Hosting Setup
Proper hosting configuration is the backbone of website performance. Maintenance includes vigilant monitoring of hosting resources, ensuring optimal settings, and addressing any issues to maintain a seamless website operation.
Email Setup
For websites reliant on email communication, maintaining a robust email setup is paramount. Regular checks and fixes ensure that email services operate seamlessly, facilitating effective communication with your audience.
CDN Setup
A Content Delivery Network (CDN) is used to efficiently distribute and deliver digital content, like website images, videos, documents, web pages, CSS files, JavaScript and other assets, to users by caching content in servers closest to end-users for faster loading speeds and performance. Maintenance involves optimising CDN settings and promptly addressing any issues to ensure efficient content delivery to users across the globe.
DNS Setup
Proper Domain Name System (DNS) configuration directs traffic to your website. Maintenance includes monitoring DNS settings and making adjustments as necessary.
Website Migration
Should you decide to move your website to a new server or domain, meticulous maintenance is required. This involves careful planning, data migration, DNS changes and addressing any issues to minimise downtime to ensure a smooth transition.
This serves as a basic introduction to website support and maintenance. Some tasks can be time-consuming, especially if you lack expertise, leading to potential errors. Opting for professional website maintenance services is a safer and more efficient choice for small businesses.