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Website care plan costs in the UK: what your agency is buying
What an agency needs to check before selling website support: scope, response windows, ownership and Kyln Care’s approved starting prices and terms.
If your agency sells website support, the client will come to you when something breaks. Before setting a monthly price, check what your delivery partner will handle and what your team still needs to do.
At Kyln, care for a website starts from £175 a month. The application scope starts from £750 per application per month, and infrastructure from £500 per environment per month. These are Kyln’s starting prices, excluding VAT. The scope and condition of the system determine the proposal.
A price is only useful alongside the service boundary. Hosting bills, the hours when someone will respond and the handling of new features all affect what you can responsibly promise your client.
Start with the client’s working day
Ask what the website does for the business and what happens if it stops doing it.
A site taking enquiries during office hours has different support needs from a booking system used throughout the weekend. In either case, identify the important customer actions. Checking that the homepage loads will not tell you whether an enquiry reached the right inbox.
Write down when the client needs human help. If your agency offers weekend support while the supplier agreement covers weekdays, your agency must arrange the missing coverage. Continuous automated monitoring does not fill that gap.
Separate response from recovery
A response commitment tells you when someone should acknowledge or begin handling an issue, according to the agreement. It does not by itself say when the service will be restored.
Ask how urgent issues are classified, where they are reported and what happens after the first response. Recovery can depend on access, usable backups or another supplier.
Be precise in the client proposal. “Priority support” leaves more room for disagreement than a stated service window, reporting route and escalation process.
Agree who owns each part
Use this worksheet with the delivery partner before offering support to the client.
| Area | Decision to record |
|---|---|
| Website and application | Named sites, applications and environments covered by the agreement |
| Domain and services | Account owners, renewal responsibility and access needed to investigate faults |
| Monitoring | What is checked, who receives alerts and when a person acts on them |
| Backups | What is backed up, how long copies are kept and how recovery is checked |
| Updates | Which software is maintained and how changes are tested before release |
| Incidents | Reporting route, supported hours, urgency rules and escalation |
| Small requests | What counts as maintenance, any included allowance, and how extra work is approved |
| Client communication | Who gives updates and when a technical person may join a client call |
| Third-party faults | Who contacts the provider and what lies outside the maintenance supplier’s control |
| Leaving the service | Handover arrangements, access and the responsibilities that transfer |
Each row needs an owner. If a task is excluded, decide who will handle it.
What changes the monthly cost
The system being supported matters more than the label on the plan. A small website with one contact form and a customer portal with several user roles need different checks.
Regular releases also create work. Someone needs to check changes before they reach users, investigate failures and keep the maintenance process usable. Content edits may be handled by the client in a CMS, by your agency or as an agreed service. Make that choice explicit.
The technology must match the supplier’s capability. Ask whether they support the actual framework, hosting setup and connected services. A plan advertised for websites does not establish that every website is eligible.
An inherited system may need repair before ongoing support can begin. Recurring maintenance cannot absorb an unlimited backlog of existing faults.
Kyln Care prices and terms
Kyln recommends a scope after understanding the system and the responsibility being requested.
| Scope | Starting monthly price | Onboarding audit |
|---|---|---|
| Website | £175 | Normally £500 |
| Application | £750 per application | Normally £2,500 |
| Infrastructure | £500 per environment | Normally £2,500 |
All prices are in GBP and exclude VAT. Care has a three-month minimum initial term. Cloud, licences and other third-party services remain separate client costs.
The agreement selects the relevant work, which may include monitoring, dependency updates, backup and recovery checks, incident triage, a defined maintenance allowance and reporting. It states the supported hours and response expectations. It does not automatically include every service listed here.
New features and substantial changes are quoted through Kyln Build. Human support is limited to the contracted hours; automated monitoring is separate. Kyln does not guarantee a third-party provider’s service.
Applications and infrastructure require an onboarding audit. For inherited work, the assessment covers access and ownership, the condition of the system and any remediation needed before Kyln takes responsibility. A Build may be required first.
The current offer is on the Kyln Care page.
Allow for the agency work around the service
A supplier’s monthly fee is one input to your client price. Your agency may still handle requests, explain priorities and obtain approvals for extra work. Allow for that time using a consistent internal cost basis.
For example, a client may ask for a new booking flow through the support inbox. Someone must establish the requirement and explain why it needs a separate build quote. Treating every request as included maintenance leaves both the price and the workload open.
You control the client relationship. Agree how the technical partner supports it, including any direct conversations that would help resolve an issue.
Review the service when the site changes
A new customer area, payment flow or important integration can change the responsibility being carried. Review the support scope when that happens, including monitoring and the hours when help is needed.
Before committing to a client support package, bring the current site, known problems and required coverage to Kyln Care. I’ll assess whether it is work Kyln can take on and explain the scope needed.
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