Your reliable partner

Sitecare technical support, maintenance and protection

Brand protection

We provide a comprehensive level of support to protect your online brand and digital presence, offering peace of mind that your digital services are proactively supported, carefully maintained and meticulously monitored.

Trustworthy & reliable

We build lasting relationships with our clients built on trust and reliability.

Our exceptional customer service and account management, from all of the team, means we’ll always respond to your enquiries efficiently, professionally and intelligently.

You’ll have direct access to the whole team, including mobile numbers for the leadership team and your account manager.

Accountable & transparent

We take full responsibility and accountability for our clients websites, applications and services, and offer full transparency with direct access to our tools and reporting systems.

If we work with a 3rd party you’ll know about it, if your website has an outage you’ll receive an alert, if there are options or different ways to approach something you’ll be involved in making the decision.

Expertise, experience and excellence

We are vastly experienced but also constantly learning in this fast paced and exciting industry.

We love to listen, collaborate, over deliver, solve problems and achieve great results. We’re not afraid to challenge but love to use data to backup our ideas.

We’re ethical and honest team players, and we’ll do the right thing.

Technical support & maintenance

Our team of 5 developers share the responsibility of responding to support tickets and requests to fix bugs, investigate problems and resolve issues.

Performance is tracked and the team have target KPI’s to achieve and SLA’s to meet.
We’ll take care of software updates in a strategic manner to ensure they don’t have a knock on impact.
You’ll have access to our support tracking platform, direct access to the whole team including our developers, and also out of hours contact details for your project and account manager.
We take testing seriously, after each update to your site a detailed test plan is executed, checking core features and browser and device compatibility, and that tests are successful before the work is signed off.
Performance is tracked and the team have target KPI’s to achieve and SLA’s to meet.
We’ll take care of software updates in a strategic manner to ensure they don’t have a knock on impact.
You’ll have access to our support tracking platform, direct access to the whole team including our developers, and also out of hours contact details for your project and account manager.
We take testing seriously, after each update to your site a detailed test plan is executed, checking core features and browser and device compatibility, and that tests are successful before the work is signed off.

Service focused-process

Our processes are focused on providing a robust, reliable, and best in class technical support service.

Version control is used for all projects to track changes, centralise documentation, report on testing procedures and for auditing and accountability.
Every site or application has a detailed regression test plan, this means the whole team knows exactly what must be tested after each change.
Our daily incremental backup routine mean that if the proverbial does hit the fan, as it does occasionally, worse case we’re 24 hours out of date.
Version control is used for all projects to track changes, centralise documentation, report on testing procedures and for auditing and accountability.
Every site or application has a detailed regression test plan, this means the whole team knows exactly what must be tested after each change.
Our daily incremental backup routine mean that if the proverbial does hit the fan, as it does occasionally, worse case we’re 24 hours out of date.

Performance & security

Your digital services are not just websites and apps to us, they’re your online reputation, your next big opportunity, your shopfront and often your users first impression.

We’re always looking for ways to improve, evolve, and add value, especially in the two vitally important areas of performance & security.

Your sites speed and performance can significantly impact user experience, engagement, conversion and search performance, which is why we constantly monitor for areas of improvement.
Security is a key focus for us. Our servers already have software firewalls, our applications use best in class security and we harness Cloudflare and Stackpath services to add extra levels of security and protection.
We employ best practice security techniques whether your platform is WordPress, Drupal, Laravel, PHP or another platform.
And we don’t overlook the basics of enforcing strong password policies, and keeping everything up to date.
Your sites speed and performance can significantly impact user experience, engagement, conversion and search performance, which is why we constantly monitor for areas of improvement.
Security is a key focus for us. Our servers already have software firewalls, our applications use best in class security and we harness Cloudflare and Stackpath services to add extra levels of security and protection.
We employ best practice security techniques whether your platform is WordPress, Drupal, Laravel, PHP or another platform.
And we don’t overlook the basics of enforcing strong password policies, and keeping everything up to date.

August 2019

We support your services and applications as if they were our own – that’s a promise.

Jill Davies

Founder & MD

Granite 5

October 2018

The Møller Institute’s website is a critical part of extending our reach and reputation as well as driving revenue. We’re pleased to have partnered with Granite 5 who I have found to be a reliable, proactive and effective digital agency.

Tim Hill

Head Of Marketing

Møller Institute

November 2018

Having worked with Granite 5 for almost 2 years, they have a great insight into our business. We are now almost totally reliant on digital marketing and our business has strengthened considerably over the last years thanks to our collaboration with Granite 5.

Andy McCulloch

Marketing Director

Casas Cantabricas

November 2018

Thank you to the G5 team for helping us to deliver our stunning new website and for your support and expertise with the content and messaging. The support after the website launch has been exceptionally useful.

Sue Partridge

Sales & Marketing Manager

Moor Park Golf Club

November 2018

I wanted to thank you for all your work on the website and help with hosting, your knowledge and advice have been so valuable throughout the process.

Charlotte James

Corp Communications Lead

Mundipharma

Monitoring & alerts

We go the extra mile to offer our clients peace of mind that your website or application is proactively supported and monitored, including:

  • Google Analytics Alerts notify us of significant changes to user behaviour which could identify a problem.
  • Uptime Robot constantly monitors for performance issues and alerts the team using Slack, Email and SMS to ensure timely responses.
  • Team reminders ensure we never miss a service renewal, milestone, software update or critical event.
  • Various tools are used to offer extra levels of security and protection for your website and our servers.
  • Daily incremental backups with clear success and failure reporting.
  • Advanced reports delivered using Google Data Studio.

Service Delivery KPI’s (November 2020)

Responsible for

120x

Websites and applications

On average

87%

support tickets resolved within 12 hours

Uptime

99.98%

Average uptime of all sites and services

Drop us a line

Are you ready to start a new relationship with a reliable digital agency.

28 reviews