Clients on an active maintenance plan are handled ahead of ad hoc requests. This is not a courtesy, it is a practical consequence of how the work is arranged.
Why the difference exists
A maintenance plan reserves capacity in our schedule. Engineers are allocated to plan clients in advance, which means when you raise a ticket there is already time set aside. An ad hoc request has to be fitted into whatever gap exists after committed work.
What priority actually means
- Faster first response. Your tickets are triaged ahead of non plan requests in the same queue.
- No quotation delay. Work within your hours starts once agreed, without waiting for a quotation to be issued, approved and invoiced first. That approval loop often costs more time than the work itself.
- Familiarity. We already know your site: its plugins, its quirks, its history. An engineer starting cold on an unfamiliar site spends the first hour just orienting.
- Better outage handling. We already have access, backups and a documented setup, so recovery starts immediately instead of after credential gathering.
What it does not mean
Priority is relative, not absolute. A genuine outage on a non plan client is still handled ahead of a routine content edit for a plan client. Impact always outranks status, and we will tell you if that is why something is waiting.
The compounding effect
Sites under continuous maintenance simply break less. Fewer emergencies means the emergencies that do occur get more attention. Clients who call us only when something is on fire tend to have more fires, because the underlying causes have been accumulating unattended for months.
If you are not on a plan
You are still supported. Faults in what we built are handled, and requests are quoted and scheduled. You will simply wait longer in busy periods, and the approval cycle adds time to everything.
To discuss a plan or check your current status, reply to your email thread or contact [email protected].
