Support
We support organisations whose website, identity, or digital tool needs to keep living, evolving, and adapting. Where consulting advises you, support executes: we take on what you want to evolve, and we do it properly. For our long-standing clients as well as for new organisations, after a preliminary audit.
How we see support
Support isn’t an entry point. It’s a way of working that requires us to know where we’re stepping in. In most cases, a support request comes to us to solve a concrete problem you don’t have hands-on access to, or to delegate a task you don’t want to or can’t do yourself.
Our perspective
Whether it’s a bug to fix, an email address to configure, a page to update, a module to add, content to publish… all these requests are precise, targeted interventions that require us to fully understand the context before acting.
For the sites and projects we’ve built, the work is fluid. We know the architecture, the logic of the code, the choices made upstream. A request can be handled quickly and cleanly, without risk of breaking something else. That’s the advantage of a continuous relationship.
For sites built by others, it’s different. We can’t intervene blindly. A site is a system, and any intervention without an overall view can create more problems than it solves. That’s why we systematically require a preliminary technical audit before any site takeover or recurring intervention on an existing project. This audit allows us to understand what we’re stepping into, and to tell you honestly whether we’re the right people for what comes next.
Following this audit, we make an argued decision. Either the project is in a state to be taken on, and we offer you a suitable support framework. Or it carries too much technical debt to be maintained calmly, and we tell you so, with recommendations for next steps: progressive redesign, full redesign, or direction toward another provider if we’re not the right people.
This precaution also applies to one-off interventions on sites we don’t know. A request that seems simple on the surface can reveal structural problems that are better identified before acting. We prefer to be transparent upfront rather than discover difficulties mid-mission.
What we take on
Support covers everything that touches the life of a digital product after it goes live. Here are the engagements we run most often.
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Evolutions and new features
Adding, modify, redevelop modules, sections, features, third-party integrations.
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Adaptations
Adapting to new contexts: AIO (artificial intelligence, LLMs), accessibility (WCAG, European compliance), GDPR, multilingual, mobile.
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Implementation of recommendations
Concrete implementation of recommendations from an audit (ours or another provider's).
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Technical maintenance
Only available for our client or audited projects
WordPress, plugin, and theme updates. Verified backups. Access and security monitoring. Available only for sites we've developed or audited.
Is this for you?
This is for you if :
- You have a website or a digital tool that needs to keep working and evolving
- You want to entrust the evolutions to someone who understands the overall coherence, not a task-by-task executor
- You have content to put online, modifications to make, features to add, and you'd rather delegate
- You're a long-standing client of ideanest or Fources agency and want to continue the relationship
- You're coming in with a project built by someone else and looking for someone serious for the next steps
This isn't for you if :
- You're looking for the lowest price for small technical tasks
- You want to entrust the maintenance of a site without agreeing to a preliminary audit
- You expect 24/7 availability
- You want a provider who also handles your supplier issues (hosting, email, invoices) without your involvement
- You want emergency maintenance without a prior contract in place
Pricing
Transparent pricing. No surprises
Hourly rate
For one-off interventions, Monday to Friday, 8am-6pm. Billed by the hour started.
90€
Out-of-office hours
For interventions on weekends and public holidays, subject to availability, from 9am to 1pm. Reserved for situations that can't wait for business hours.
120€
Preliminary technical audit
Mandatory audit before any site takeover engagement. Includes full analysis and a written deliverable with diagnosis and recommendations. If the audit leads to a support engagement, part of its amount can be deducted from the first invoice.
From 480€
Prepaid hour packages
For organisations that want regular follow-up without a full maintenance contract. Packages of 10, 20, or 40 hours usable over 6 or 12 months, at a negotiated rate.
On quote
All prices exclude VAT.
Frequently asked questions
What's the difference between your consulting and your support?
Consulting advises you on what you should do, and you leave with a deliverable of recommendations. You’re free to execute it with whomever you choose. Support, on the other hand, takes on the execution on an existing digital product: evolutions, adaptations, maintenance, content publishing. Consulting is a deliverable; support is a continuous thread of work.
Do you accept maintenance for a site you didn't develop?
Yes, but only after a preliminary technical audit. We need to understand the real state of the site, its architecture, its technical debt, before committing. Following the audit, we make an argued decision. This precaution protects us both.
How much does a takeover audit cost?
From 480€ excl. VAT depending on the complexity of the site. If the audit leads to a support engagement, part of this amount can be deducted from the first invoice, within the scope we define together.
How responsive are you when there's a problem?
Clients on a maintenance contract are prioritised and benefit from a 24 to 48-hour response time on business days for critical issues. For other requests, we intervene depending on the importance of the problem and our availability. No 24/7 availability commitment without a specific prior contract.
What are your support hours?
Monday to Friday, 8am to 6pm, at the standard rate. For interventions on weekends and public holidays, subject to availability, from 9am to 1pm, the rate is 120€ excl. VAT per hour.
How are requests followed up?
We reserve phone calls for emergencies or exchanges that really require voice. However, your request must always be formulated by email, even if it follows a phone call. That’s the format that lets us track requests, prioritise, and keep a history.
Do you handle problems with suppliers (hosting, email, invoices)?
If we’re in charge of your hosting, yes. Otherwise: not directly. If your host has an outage, if your email provider has an issue, if an invoice goes unpaid and a service is suspended, these are problems you must resolve directly with them. We can liaise on your behalf, but this time is billed at the standard rate. We don’t manage third-party client accounts on your behalf.
Can we work on an ad-hoc basis or do we need to commit to a contract?
Both work. For one-off interventions, we bill by the hour or by package depending on the engagement. For regular follow-up, we offer either a maintenance contract (100€/month for sites we manage technically), or a prepaid hour package (10, 20, or 40 hours usable over several months, at a negotiated rate).
What happens if you're not available when I have a problem?
We let you know as soon as possible and give you an estimate of the timeframe. For clients on a maintenance contract, we set up a relay system in case of long unavailability (holidays, leave). For other clients, we direct you to trusted providers if we can’t intervene within reasonable timeframes.
Do you work with sites that aren't on WordPress?
Our specialty is WordPress, which covers the majority of sites we take over. We can also intervene on sites with visual builders (Divi, Elementor) or on projects built with adjacent stacks (Laravel with Vue.js integration). However, we don’t intervene on sites built with proprietary builders (Wix, Squarespace, Webflow) because we don’t have full access to the code.