WEBSITE SUPPORT & OPTIMISATION
Our dedicated website Support & Optimisation Team continually monitor and analyse your website to improve performance and customer experience.
As a modern organisation, your website is your primary marketing channel. When your entire marketing, lead generation and customer engagement platform is digital – you can’t afford for it to be insecure, unstable or unresponsive.
Don’t leave your brand’s reputation to chance. Our website Support & Optimisation Team provide reactive and proactive support and maintenance services for your website or application, giving you the peace of mind that your digital investment is protected.
For over 10 years, our Software Engineers have been looking after our client's websites. Specialising in Content Management Systems like Drupal, WordPress, Umbraco, and Sitecore, our team has extensive experience in supporting digital platforms ranging from the simple to the complex.
Our service delivers a help desk with a single point of contact and a pool of trained Software Engineers and Web Developers, Project Managers, System Administrators, and User Experience Designers to call upon to manage, maintain and optimise all future website activity.
All issues are tracked through an online ticket management system (TMS) to provide an audit trail of requests, activities and time spent.
The team specialise in the investigation and resolution of bug fixes, site updates, visitor analytics and insights, as well as A/B and user testing, to continually improve your website performance and optimise the user experience.
- Advanced CMS support for Drupal, WordPress, Umbraco & Sitecore.
- Dependable support for eCommerce platforms such as Shopify, WooCommerce and BigCommerce.
- Single point of contact.
- Issue tracking with a full audit trail.
- Diverse resource pool covering UX, design and development.
- Optimisation through visitor insight.
- Strict service levels.
- Protect your digital investment.
Web Platforms We Support
Our Support & Optimisation team regularly work with several different web platforms built on PHP and .NET frameworks, as well as entirely custom builds.















What's Included In Our Website Support & Optimisation Services?
No matter what size of organisation you are, how many visitors your website attracts, or how many products you sell each month, all of our Support & Optimisation packages come with the same set of fundamental features to ensure a truly first-class service:
Single Point of Contact
When you have a website problem, you need a help desk with a single point of contact who will ensure it gets resolved. That is what our Digital Producers are there for, and we've got someone just for you.
Ticket Tracking
All support issues are managed through a Ticket Management System to provide an audit trail of requests, activities and time spent.
Diverse Skillsets
Our Support & Optimisation team is cross-functional and provides access to a wide resource pool: Producers, UX/UI Designers, Developers, Project Managers, Strategists, and more.
Code Hygiene Audit
All new Support & Optimisation clients undergo a website code hygiene audit to identify security and performance risks that could impact the customer experience, before being migrated in to our best practice development workflow, optimised for continuous integration and continuous delivery (CI/CD).
Digital Roadmap
Led by Organisational Psychologists from our Experience Design team, we run a Design Thinking workshop to identify and prioritise goals, dependencies and activities. We then develop a roadmap of activities to be presented and scheduled for future development.
Reporting
Monthly task reporting ensures visibility and accountability of tickets. Incident reports identify the root cause of issues and counter measures. Performance reports surface the speed, operation and visibility of your website, helping you demonstrate the value within your organisation.
Support & Optimisation Pricing
Flexible Pricing Options To Support Your Website
Development Pack - 10 hrs p/m
Single Point of Contact
Ticket Management
Roadmap Workshop - Basic
Application Hygiene Pack
Code Migration
Task Reporting - Monthly
Performance Reports - Quarterly
Penetration Test - Annual
Malware Scans - Quarterly
Development Pack - 20 hrs p/m
Single Point of Contact
Ticket Management
Roadmap Workshop
Application Hygiene Pack
Code Migration
Task Reports - Monthly
Performance Reports - Monthly
Penetration Test - Quarterly
Malware Scans - Monthly
UX Optimisation Pack (ADD ON)
Platform Monitoring (ADD ON)
Platform Health Reports - Basic
Graceful Disconnection (Optional)
SLA - Business Hours
Development Pack - 40 hrs p/m
Single Point of Contact
Ticket Management
Roadmap Workshop - Advanced
Application Hygiene Pack
Code Migration
Task Reports - Monthly
Performance Reports - Monthly
Penetration Test - Quarterly
Malware Scans - Daily
UX Optimisation Pack
Platform Monitoring
Platform Health Reports - Advanced
Graceful Disconnection (Optional)
SLA - 24/7
Request a Quotation
With varying business requirements and multiple website applications, there is no 'one-size-fits-all' when it comes to supporting today's customer-centric organisations. Instead, we create custom Support & Optimisation packages based on what your organisation needs; the complexity of your digital platform; the speed at which you need issues resolved, and your hunger for new feature development and enhancements.
Tell us more about your needs - contact us to customise your Support & Optimisation service based around your business requirements.
Client Testimonials
“Working with Sitback has been a joy. The UX team has consistently provided high quality insights and deliverables in a project where Sitback and RSPCA Pet Insurance have worked as a single team. Their strong focus on project management has ensured that each milestone has been achieved on time and without a hitch.”
Hollard Financial Services“Sitback is a great organisation to work with. They truly understand the customer experience space and can work very well with any business to understand their customer experience expectations.
In an age where the battleground is experience, you will need a great partner such as Sitback to map and create optimal experiences for your customers. The team are very collaborative, professional and nurturing to help you build the skills and understanding into your organisation.”
People’s Choice Credit Union“Dear Sitback Team, I have no words to express the efforts and dedication you guys have demonstrated to produce a fantastic result in merely 5 weeks. This was one of the most time-challenged projects I have ever managed in my life, but you guys have made this journey really comfortable for me and indeed for Northcott. I would like to thank all of you for your patience and fantastic support in this project.”
Northcott“Sitback’s “Code Hygiene Audit” investigation gave us the peace of mind we needed before launching our Drupal eCommerce site. The team was clear, concise, reliable and very professional to work with.”
Being Human“The Sitback development team excelled in their speed of delivery and continually worked to the highest technical standards. Their quality of work built confidence and was key to Subaru delivering a business critical project.”
Subaru Australia

Experienced Drupal Support Services
Here at Sitback, we've been building Drupal sites for over 10 years and are proud supporters of the Drupal Association. Our development team has extensive experience with theming, module development and API integrations.
Our Drupal Support & Optimisation Team monitor, respond to and resolve all Drupal-related platform issues 24 hours a day, 7 days a week, ensuring your business-critical website is available and operating at peak performance. Extensive knowledge of Drupal means we can quickly identify and resolve the root cause of a problem, giving you the peace of mind that your website is protected.

Fast, Reliable & Secure WordPress Support
As an open-source tool, WordPress regularly receives updates from the development community to improve features, functionality and most importantly, security. We combine our WordPress skills with a partnership with WPEngine to provide an optimised hosting environment for your WordPress site that is fast, reliable, and secure. Our Support & Optimisation service sit on top of this rock-solid platform, ensuring your investment is maintained and kept up-to-date while also providing you with a dedicated team to enhance and build new features.
Sitecore Support Personalised For You
Your Sitecore website might be providing highly personalised content to your customers, but what about the support services you receive as a website owner? Our Support & Optimisation team understand how to navigate the complexities of the Sitecore Experience Platform, including multiple decoupled front-end technologies, while providing an enterprise-level service you can depend on. 24/7 Support. User Experience Research & Design. Advanced API integrations. Our Sitecore Support & Optimisation service has it all.
Umbraco Support Without The Frustration
As the leading open source .NET Content Management System, Umbraco is a solid choice to support your digital marketing activities. Our .NET developers support Umbraco websites ranging from enterprise-grade financial organisations, to forward thinking Not-For-Profits. Our wealth of know-how enables us to bring our best practice CMS development techniques to your website, ensuring it is secure, up-to-date and performing at its best.

White Glove Magento Support
Magento is one of the most popular eCommerce platforms available today, and with good reason; it is a powerful and flexible tool with a mature ecosystem of extensions. However, the more complex your Magento store becomes, the more work that is involved in keeping it running smoothly. Whether it's improving your product listing hierarchy, product SEO, dealing with coupons, transactional emails, installing new extensions or integrating with external websites and services via API, our Support & Optimisation team are on hand to look after your online store maximising your opportunity for increasing conversions.

90-Day Onboarding Overview
Find out how easy it is to transition your Website support over to Sitback
Moving your website can seem like a daunting task, but we make it easy!
As part of our initial 90-day onboarding process we handle the entire migration process, from disconnecting from your previous support provider, to auditing the hygiene of your existing codebase, to setting up new code release workflows and a whole load more.
Download our onboarding overview document now to find out how the journey begins. In no time at all, together we'll be crushing bugs, optimising website performance and releasing innovative new features that make your customers love you!
Support & Optimisation Case Studies
From maintaining media websites for Foxtel, to 24/7 ecommerce support for Subaru, our Support & Optimisation team are there when you need them

Work with a Website Support & Optimisation Team in Sydney
Local Support, Here When You Need It Most
Make decisions, resolve issues, and deploy new features in the time it takes to grab a coffee - Our team, from Website Support Developers, through to Experience Designers, are under one roof in Sydney, meaning that when you need us, we'll be here - not a continent away.
If you need a team you can truly depend on to support and grow your business, get in touch.
How Secure is Your Website Code?
Unsure around the hygiene of your current or "about to launch" website or application?
All new Sitback clients with an existing website receive a code hygiene audit as part of our onboarding process. This service helps to identify security and performance risks that could leave your website open to attack, limit your ability to scale or simply degrade the experience you offer your customers.

Let's Talk About Your Project
Whether your users are consumers, companies, partners, citizens or staff, we exist to ensure your organisation provides the best possible online experience, resulting in happy customers and a successful business.
If you want to improve the experience you offer your customers, get in touch today and we’ll show you how our specialist team can help you make the most of your digital investment.

Telephone No.0292472223