Ticketed support

How ticketed support works

You request a change—new page, design update, feature addition—by submitting a ticket. We review, provide a fixed quote, and deliver time estimate. You approve before work begins. Once completed, you pay only for what was delivered.

This model eliminates the guesswork and inefficiency of retainers. No unused hours rolling over. No "use it or lose it" pressure. No monthly fees for months where you need nothing. Pay only for value received.

Benefits over retainers

Cost control: You know exactly what you're paying before work starts. No surprise invoices, no scope creep, no billing debates.

Flexibility: Need major changes one month, nothing the next three? That's fine. No minimum commitments force unnecessary spending.

Quality focus: We quote based on actual work required, not arbitrary hour blocks. This incentivises efficiency rather than padding hours.

Clear scope: Each ticket has defined deliverables. You know what "done" looks like before approving work.

What ticketed support covers

New pages or sections. Design refinements. Copy updates requiring HTML/CSS knowledge. Feature additions like forms, integrations, or interactive components. Performance optimisation. SEO improvements. Bug fixes not caused by our code.

Small changes might quote at £100-200. New pages typically £300-600 depending on complexity. Major features £800+. Quotes always provided upfront.

When to use Fernside CMS instead

For routine content updates—testimonials, team bios, service descriptions—Fernside CMS (£29/month) lets you edit directly without tickets. This works better for frequent small updates.

Ticketed support handles structural changes, design work, and technical additions. CMS handles content within existing structures. Many clients use both: CMS for routine updates, tickets for evolution.

Transparent, predictable costs

Ticketed support aligns incentives. We quote honestly because reputation matters more than padding individual tickets. You approve every cost before incurring it. This transparency builds trust and ensures sustainable client relationships.