What Unlimited Website Support Should and Should Not Mean
Plenty of website plans advertise unlimited support, ours included. The word is meaningful, but only if both sides understand what it covers. Ask these questions before you assume.
Unlimited requests, not unlimited scope
Support means changes to the site you have: swap a photo, fix a form, update hours, add a staff bio, correct a price, adjust a page's layout, chase down a plugin conflict. It does not usually mean building a new e-commerce section, integrating a CRM, or designing five new page templates. Those are projects. A good provider will tell you which side of the line a request falls on before starting, not after invoicing.
Turnaround is the real number
Unlimited requests with a two-week queue is worse than five requests a month handled same day. Ask what the typical turnaround is for a small change, what counts as urgent, and what happens when the site is down. Answers should be specific.
Who does the work matters
Some plans route everything through a ticket system staffed by generalists reading a script. Others put you in touch with someone who knows your site. The difference shows up the third time you report the same issue.
What should always be included
- Content updates: text, images, documents, staff, hours, prices.
- Break-fix: forms, checkouts, broken layouts after an update.
- Platform maintenance: core, plugin, and theme updates with a rollback path.
- Access help: password resets, user accounts, permissions.
- A human answer when you ask "is this normal?"
Fair limits to expect
Reasonable providers cap things like design work measured in days, custom development, third-party software they do not control, and content writing. Those limits are not a bait and switch as long as they are written down.
The best test is a boring one: send a small request and see what happens. Response speed on a trivial task tells you exactly what response speed on an important one will look like. If you want to compare against how we run it, our support terms are on the care page.
