Support Plans for Community Websites

Hosting is just £75/year, small potatoes, but that doesn’t include fully focused technical support time, just lite troubleshooting of typical user problems like login or a “full media library” that prevents you getting on with your day. You will also need to email the correct email support address to invoke support ourlocality@sustainingdunbar.org, not just any old email address.

Our world class software and systems are easy to use. Almost all our site owners require little or no support at all. When they do there’s a myriad of support tools we have created – all free: help guides and AI assisted chat and self help support etc.

But there will be times when none of the above is enough. And since we don’t recommend googling for answers (frquently not specific to our setup) we will offer additional help.

If your setup needs predictable hands-on help keeping your site properly maintained, and quite regularly, then you might want to read on.

What’s in the plan

  • Minor technical fixes & troubleshooting e.g. plugin quirks, website structure or planning, menu management, widgets or blocks & layout niggles, image management etc, DNS tweaks.
  • Configuration and site hygiene (improving security, user management, performance tweaks).
  • Basic Workspace (email/Drive) support for your domain.
  • Brief advice on best practices, integrations and improving accessibility.

What’s not

  • Content editing, creating original content or posting your content etc.
  • New unsupported functionality (a plugin you googled), or a complete redesigns, or anything that looks like an endless piece of long string.
  • Training sessions for an individual or a group or ongoing project management – for which a fullish quote is necessary.
  • You are on holiday and want something done that your boss expected to be complete but you did not prioritise / failed to … 😉
  • All support is provided on a voluntary basis – best efforts

Support plans

PlanBest forAnnualMonthly requestsTypical reply
CommunityLow-maintenance sites£3001Within 3 working days
StarterActive local projects£4502Within 2 working days
GrowthFrequent updates£6003Next working day
BusinessUrgent turnaround£9006Same working day

(these are use-or-lose monthly credits)

How it works

  • A request = one issue/ticket (email/form/message), typically up to 15-30 minutes of support time – this covers us looking at the request, logging into your site, verifying the problem etc crafting a reply.)
  • Unused requests can carry over by one month only (max usable in a month = your monthly allowance +1) OR brought forward, if you need more.
  • If something needs more time, you get a quick assessment and a separate quote before we proceed or you can upgrade to the next level.

Hours: The service is still provided pro bono – Mon–Fri, UK time, excluding holidays, sickness etc. Check our small print.

Same-day responses depend on when the request is received.

The best bit last is that proceeds go to the New Treescapes Fund


Preserve, Protect
& Plant Urban Trees

small print – best efforts basis

In a “best efforts” agreement, we the provider will try to deliver the service to the best of our ability, but do not guarantee a specific outcome, uptime, or timeframes. In the context of our hosting and website services, it implies:

  • No contractual service level (SLA): we aim for good uptime and performance, but there’s no binding guarantee (e.g. not 99.9% uptime).
  • Support responsiveness is informal: we do their best to fix issues quickly, but without a guaranteed response or resolution time.
  • Resource allocation is flexible: especially in shared or low-cost hosting, resources are allocated as fairly as possible, but priority may go to higher-tier customers.
  • Liability limits: if something fails (downtime, data loss, slow site), we are not legally liable beyond maybe a small discretionary credit.

In short, it means “we’ll act in good faith and competently, but you accept that some things may be outside our control and not contractually guaranteed.”