Support · 24/7 on-call
The website you can’t afford to break,
kept boringly stable.
For sites we built and sites we didn’t: monthly retainer support that handles security patches, CMS updates, performance tuning, on-call incident response, and the small content updates your team doesn’t want to bother with. Senior engineers, not a help-desk tier.
What’s included
What you get.
01 · SECURITY PATCHING
Vulnerabilities closed before they become incidents.
We monitor CVE feeds and security advisories for every plugin, module, and CMS core version in your stack. Patches are tested in staging before production deployment. High-severity vulnerabilities get expedited handling, no waiting for the next maintenance window.
02 · CMS, PLUGIN, AND CORE UPDATES
Every update reviewed by a human first.
WordPress and Drupal core updates, plugin and module updates: all tested in staging before going to production. We don’t auto-update live. You’re notified before and after every change that touches your codebase.
03 · UPTIME AND PERFORMANCE MONITORING
We know it’s down before you do.
Continuous uptime monitoring and Core Web Vitals tracking with automated alerting. Proactive, not reactive. We’re investigating before your first user files a complaint.
04 · ON-CALL INCIDENT RESPONSE
A senior engineer, not a tiered help desk.
For production-down events, security breaches, or critical form or payment failures: a senior engineer who knows your site responds around the clock and acts immediately, no escalation queue.
05 · MONTHLY REPORTING
Uptime, security posture, Core Web Vitals trends.
Every month you receive a report covering uptime, any incidents logged, security patches applied, update status, and performance trends. Formatted to share with your IT director or leadership without needing a CMS login to interpret it.
06 · SMALL CONTENT UPDATES
The updates your team doesn’t want to ticket.
A defined monthly allotment for minor text corrections, image swaps, link fixes, and small structural tweaks. Handled within standard business hours, no separate project needed.
07 · ACCESSIBILITY MONITORING
WCAG drift caught early.
Selected work
Recent case studies.
City of Rancho CucamongaView case study →
ASU Alumni AssociationView case study →
Lincoln Land Community CollegeView case study →
Irvine Unified School DistrictView case study →
City of Chandler ArizonaView case study →
Palmer CollegeView case study →
Hungry HowiesView case study →
Old Dominion UniversityView case study →
CaltechView case study →
ABOView case study →
Washington State UniversityView case study →
Occidental CollegeView case study →
Broward County ElectionsView case study →
ODU GlobalView case study →
Scholastic Art & Writing AwardsView case study →
UMass GlobalView case study →
Mission CollegeView case study →
What clients say in writing
KWALL did an excellent job and had an intuitive knowledge of our project that built on attributes of similar websites that we admired. KWALL’s work was quick and thorough, and everyone at KWALL was easy to work with and friendly.
FAQ
Questions worth asking.
Will you support a site your team didn’t build?
Yes. About half the sites we support were built by other agencies or in-house teams. We do an initial audit to understand the codebase, document what we find, and then take over ongoing maintenance. The onboarding typically takes two to four weeks.
What does 24/7 on-call actually mean in practice?
It means a senior engineer is reachable around the clock for production-down or security-critical incidents. It is not a help desk with tiered ticket queues. The person who responds knows your site and can act immediately, not escalate through three layers of support.
What’s covered in a monthly support retainer?
Security patches, CMS core and plugin updates, performance monitoring and tuning, incident response, and a defined number of hours for small content updates or minor feature requests. You also receive monthly reports on uptime, security posture, and site performance.
We have an internal IT team. How does your support complement rather than duplicate what they do?
Your IT team handles infrastructure, networking, and institutional systems. We handle the CMS layer: WordPress or Drupal code, plugin and module updates, editor tooling, and web-specific performance and security. Most clients find the split clean and the overlap minimal.
What’s your average uptime across supported sites?
99.9% across the portfolio. We run on Pantheon and Acquia, both of which have enterprise-grade infrastructure, and we monitor proactively rather than waiting for users to report problems.
Can we scale support hours up or down based on our activity cycle?
Yes. Many higher-ed clients scale up during application and enrollment seasons and reduce hours over summer. We work on a quarterly basis and can adjust the retainer scope at each quarter boundary.
