Question 1

What is included in the monthly subscription?

Accepted Answer

You get technical onboarding, monitoring, backups, access to a dedicated account manager and our dev team, and service credits to use for updates, fixes, modifications or additions.

Question 2

How do the service credits work?

Accepted Answer

Each subscription includes a fixed number of credits you can spend on tasks. If you run out, you can buy more or pace the work over time.

Question 3

What kind of websites do you support?

Accepted Answer

We support most common platforms like WordPress, Concrete5, Storyblok, Magento, Shopware, Strapi, Contentful, Drupal, and more.

Question 4

Can you work on a custom-coded site?

Accepted Answer

Yes, absolutely! Our team is experienced with custom builds, frameworks, and integrations.

Question 5

What happens if something breaks after an update?

Accepted Answer

To minimise the risk of something breaking, we test all updates in a staging environment before applying them to the live version. If something still goes wrong post-deployment, we’re on it—fast.

Question 6

Do I need to give you access to my server?

Accepted Answer

Yes. To ensure safe updates and monitoring, we require access to your hosting and backend environment. After you sign up for the maintenance and update service, we will ask you all of the details that we need.

Question 7

How is this different from the One-Time Update service?

Accepted Answer

The one-time service is just that—one round of analysis, updates and a report. The subscription provides ongoing care and proactive maintenance plus things such as a staging environment, off-site backups, and access to a large set of practical AI tools.

Question 8

What if I want to cancel?

Accepted Answer

No problem. There’s no long-term lock-in. Cancel anytime before your next billing cycle.

Question 9

Can I contact someone if I need help urgently?

Accepted Answer

Yes. Our clients always have direct access to a dedicated account manager for high-priority issues.

Question 10

What are the AI marketing tools you include?

Accepted Answer

We give you access to smart tools for content generation, SEO analysis, and direct use of ChatGPT—perfect for fast content creation and strategy help.

Question 11

What’s the average turnaround time for tasks?

Accepted Answer

Standard updates or changes are usually completed within 1–3 business days, depending on the complexity and current queue. Urgent fixes are handled immediately.

Question 12

Do unused credits roll over to the next month?

Accepted Answer

Credits are designed to encourage consistent website upkeep. Unused credits roll over to the next month for a maximum of 6 months. After 6 months, any unused credits will expire.

Question 13

Can you help with website redesigns or rebuilds?

Accepted Answer

Yes. While this goes beyond the scope of standard maintenance, we can quote separately or apply credits toward the redesign project under your subscription.

Question 14

Is this service GDPR-compliant?

Accepted Answer

Absolutely. We’re based in the EU and take data protection seriously. All access, handling, and backups are performed under strict compliance guidelines. We are also ISO27001 certified.

Question 15

What types of updates can I request using credits?

Accepted Answer

Credits can be used for almost anything—adding blog posts, fixing bugs, uploading media, SEO tweaks, creating new pages, changing forms, and more.

Question 16

Can I get a report of how my credits were used?

Accepted Answer

Yes. You’ll receive a detailed monthly report showing what work was done, how many credits were used, and what remains available.

Question 17

Is my site secure during maintenance?

Accepted Answer

Security is a top priority. All updates are tested in a secure staging environment first, and we maintain strict access controls across all systems.

Question 18

Do I need to host my website with you?

Accepted Answer

Not at all. We work with websites hosted anywhere. We simply need backend access to perform updates, backups, and monitoring.

Question 19

What kind of monitoring is included?

Accepted Answer

We monitor uptime, security vulnerabilities, server health, performance issues, and broken pages. You’ll be alerted if anything critical occurs.

Question 20

How often do you perform proactive checks?

Accepted Answer

We perform regular checks throughout the month—including automated scans and manual reviews. This allows us to catch issues before they become problems.

Question 21

Will you handle plugin or module updates?

Accepted Answer

Yes. We handle core updates, plugins, modules, themes—everything. We ensure updates are compatible and safe through pre-deployment testing.

Question 22

Can I switch from the subscription model to a one-time service later?

Accepted Answer

Yes, you can switch to a one-time update plan if you feel ongoing maintenance isn’t necessary for you anymore. Be aware that you would lose ongoing care and proactive maintenance plus things such as a staging environment, off-site backups, and access to a large set of practical AI tools.

Question 23

Do I get access to version control logs?

Accepted Answer

If desired, yes. Our Git-based version control system keeps detailed logs of all code changes, which can be shared with you or your in-house dev team.

Question 24

Do you provide SEO or performance recommendations?

Accepted Answer

Yes. We offer separate subscriptions and one-time services that cover these. During audits and ongoing reviews, we suggest SEO improvements, image optimisations, speed enhancements, and content structure updates.

Question 25

Will I be assigned a dedicated account manager?

Accepted Answer

Yes. Each subscriber is matched with a dedicated account manager who, in time, will learn all about your business and coordinates all tasks and communication.

Question 26

How do I contact my account manager?

Accepted Answer

You can contact your manager directly through the secure ticket system inside your Member Dashboard. This ensures fast response times and full tracking of your request history.

Question 27

Can I email or call instead of using the ticket system?

Accepted Answer

While we prefer ticket submissions for easy tracking and faster processing, your account manager is also reachable via email. For urgent matters, we’re available by phone during business hours.

Question 28

Can I speak with the same person every time?

Accepted Answer

Yes. Unless your account manager is temporarily unavailable, you’ll always deal with the same person who knows your project and history.

Question 29

What are your business hours?

Accepted Answer

Our working hours are  09:00 to 17:00 (GMT+3) , Monday to Friday. Support tickets are handled within these hours, and urgent issues are prioritised.

Question 30

What happens if I submit a ticket after hours?

Accepted Answer

All tickets submitted after hours are queued and addressed the next business day. Urgent issues like website downtime will trigger an alert and are handled ASAP.

Question 31

Can I communicate in languages other than English?

Accepted Answer

English is our primary support language. If you require assistance in another language, let us know—we may be able to accommodate based on our team’s capabilities.

Question 32

Can I pay via bank transfer instead of a credit card?

Accepted Answer

Yes, if you prepay for 12 months, we accept bank transfers and even offer a discount. Please contact us before placing your order so we can set this up manually.

Question 33

Can I see a history of all my requests and work done?

Accepted Answer

Yes. Inside your Member Dashboard, you’ll find a full activity log, including ticket status, completed tasks, used credits, and ongoing work.

Question 34

What if I need support during a holiday or weekend?

Accepted Answer

Standard support is available during regular business hours. However, for critical outages, emergency weekend / holiday support may be arranged on a case-by-case basis.

Comprehensive Website Maintenance & Update Service from CamelWeb — now with AI tools to help you grow faster and smarter

Why Choose CamelWeb?

We Provide

Regular Updates

Security Checks

Performance Optimisation

AI Marketing Tools

Direct ChatGPT Access

Benefits

Peace of Mind

Enhanced Security

Marketing Super Powers

Smarter Decisions

Our Process

What Happens When You Sign Up for CamelWeb Website Maintenance?

Technical Intake & Analysis

Staging Environment Setup

Secure Code Management

Monitoring Services

Robust Backup Solutions

Comprehensive Website Audit

Detailed Reporting & Action Plan

Built-In AI Magic for Even Smarter Websites

Flexible Support That Moves with Your Business

You're in Control

Your Website, Always Fast. Always Secure. Always Growing.

FAQ – Website Maintenance Subscription