White-label website support and maintenance
Selling a care plan is straightforward. Running one is a rota, an inbox and a person on call. We run it under your brand, so you keep the recurring revenue and your client keeps escalating to you.
The care plan problem
Most agencies sell maintenance because clients ask for it and because recurring revenue smooths a project business. Then it becomes the thing nobody has time for.
Updates get deferred until an update breaks something. A plugin vulnerability is disclosed on a Friday. A site your agency built in 2021, for a client you barely speak to any more, goes down — and it is still your name on it.
The work is real, it is unpredictable, and it does not fit around project delivery. It also cannot be given to a junior, because the moments when it matters are the moments when it is hardest.
This service is that rota, run by us, invoiced to you, and presented as yours.
What does a white-label support agreement cover?
Updates
WordPress core, plugins, themes and dependencies, applied on a schedule rather than when something forces it. Updates are staged and checked before they reach production, because the risk in an update is not the update — it is the plugin interaction nobody tested. Where an update carries a cost, for example a paid extension changing its licensing, you hear about it before it is applied.
Monitoring and backups
Uptime and certificate monitoring, error monitoring, and scheduled off-site backups with restores that have actually been tested. An untested backup is a belief, not a backup.
Fixes and small changes
The steady flow of small work every live site generates: a broken form, a layout that fails on a new browser version, a content change your client’s team cannot do themselves, a redirect after a page is retired. Requests come from you, in a defined channel, and come back done.
Reporting
A regular written report per site, in your format and under your brand, covering what was updated, what was fixed and anything that needs a decision. It is designed to be forwarded to your client without editing, because that is what makes a care plan feel like a service rather than an invoice.
How does our client experience the support?
They experience their agency having a support process. That is the entire intent.
Requests reach us through you, in one defined channel. Reports arrive under your brand. Nothing in the stack, the email or the reporting carries our name, and we do not approach your client. If you want us in a technical call during an incident, you put us in it — introduced however you choose.
Rescue work
Available as one-off work as well as under an agreement, and often the first thing an agency asks us for.
Hacked sites.Identifying the entry point, removing the injected code and backdoors, closing the vulnerability, restoring clean content, and dealing with the aftermath — blacklist removal, Google Search Console warnings, and the client-facing summary of what happened and what changed.
Inherited sites.A site your agency did not build, from a developer who has gone quiet, with no documentation and no repository. We audit it and give you a written assessment: what is safe, what is fragile, what has to be replaced, and roughly what each option costs. That is the document you need to have the conversation with your client.
Sites that broke after an update.Diagnosis first. Restoring a backup and hoping is how the same failure returns in a fortnight.
An incident on a client’s site is a trust event for your agency, not a technical one. It is the moment your client decides whether you are in control. We work to make the answer yes, and to make the explanation something you can send on.
Performance work
Core Web Vitals audits and remediation, and the honest version of what that involves.
A performance report is easy to produce and easy to sell. Actually improving Largest Contentful Paint on a real site usually means image and font strategy, a caching layer that handles logged-in and cart states correctly, removing render-blocking third-party scripts your client’s marketing team added, and sometimes fixing database queries that only degrade at production data volume.
We work from the site, not from a score. You get a prioritised list with the effort and expected impact of each item, so you can decide what is worth billing your client for and what is not.
Sites we can support
WordPress and WooCommerce sites, whether we built them or not. Nuxt, Vue and static front ends. Sites hosted anywhere we can be given proper access.
Two conditions, stated up front because they are the two that cause difficulty later:
Access must be real.Hosting, DNS, repository, admin. Support without access is guesswork billed by the hour.
Some sites need work before they can be supported.A site with no version control, an unsupported PHP version or an abandoned commercial theme is not maintainable in its current state. We will scope that remediation separately and tell you honestly whether it is worth doing.
How quickly do you respond?
Response times, coverage hours and escalation are published in full.
Questions agencies ask
Can you sign an NDA?
Yes, we can sign an NDA for white-label support and maintenance. Send yours over and we will arrange it before any site details or client information change hands. NDAs are available on request. A support agreement means access to your clients’ hosting, DNS, repositories and admin accounts, so it is reasonable for the paperwork to come first. The arrangement is already discreet by design. We invoice your agency, requests reach us through you in one defined channel, and reports go out under your brand. Nothing in the stack, the email or the reporting carries our name, and we do not approach your client. If your NDA needs to cover the sites we look after, the client’s data and the fact that we are involved at all, that is normal. Send it with the list of sites and we will return it signed, so the paperwork is done before the audit starts.
Can we resell this to our clients as our own care plan?
Yes, you can resell Felix white-label support and maintenance to your clients as your own care plan. That is what the service is for. We invoice your agency, and you set your own price and terms with your client. Everything your client sees carries your brand. Requests reach us through you in one defined channel, and a regular written report per site arrives in your format and under your brand. It covers what was updated, what was fixed and anything that needs a decision, and it is designed to be forwarded to your client without editing. Nothing in the stack, the email or the reporting carries our name, and we do not approach your client. The work behind the plan runs to our published SLA, which covers agencies who resell the care plan under their own brand. You keep the recurring revenue, and your client keeps escalating to you.
Do you support sites we did not build?
Yes, we support sites your agency did not build, subject to an audit first. We will tell you before you commit whether the site is supportable as it stands. We support WordPress and WooCommerce sites whether we built them or not, along with Nuxt, Vue and static front ends, hosted anywhere we can be given proper access. Two conditions apply. Access must be real, which means hosting, DNS, repository and admin. Some sites also need work before they can be supported. A site with no version control, an unsupported PHP version or an abandoned commercial theme is not maintainable in its current state. We scope that remediation separately and tell you honestly whether it is worth doing. For an inherited site with no documentation and no repository, the audit gives you a written assessment of what is safe, what is fragile and what has to be replaced, which you can take to your client.
What counts as covered, and what gets quoted separately?
Updates, monitoring, backups and small fixes are covered under a Felix white-label support agreement. New features, redesigns and anything that changes what the site does are quoted as work. Covered work includes WordPress core, plugin, theme and dependency updates, staged and checked before they reach production. It includes uptime, certificate and error monitoring, and scheduled off-site backups with tested restores. It also includes the steady flow of small work a live site generates, such as a broken form, a content change your client’s team cannot do themselves, or a redirect after a page is retired. Where an update carries a cost, for example a paid extension changing its licensing, you hear about it before it is applied. The boundary is written into the agreement rather than negotiated per ticket, because per-ticket negotiation is what makes care plans unprofitable for both sides. Response times for covered work and for quotes are published in the SLA.
Who talks to our client?
You talk to your client, and we do not. Under Felix white-label support and maintenance, requests come from your agency and reports go back to your agency. We do not approach your client. Your client experiences their agency having a support process, and that is the entire intent. Requests reach us through you, in one defined channel, and come back done. Reports arrive under your brand and are designed to be forwarded without editing. Nothing in the stack, the email or the reporting carries our name. If you want us in a technical call during an incident, you put us in it, introduced however you choose. That matters most when something goes wrong. An incident on a client’s site is the moment your client decides whether you are in control, so we work to make the explanation of what happened and what changed something you can send on.
Can we start with one site?
Yes, you can start white-label support and maintenance with one site. Most agencies do, and it is usually the site currently causing the most trouble. Starting with one site follows the same steps as any other. We audit the site first and tell you before you commit whether it is supportable as it stands. We need real access to hosting, DNS, the repository and the admin. If the site needs work before it can be supported, that remediation is scoped separately. Rescue work is available as one-off work as well as under an agreement, and it is often the first thing an agency asks us for. That covers a hacked site, an inherited site, or a site that broke after an update. When you book a partner call, bring the site you are most worried about, because that is usually the one that decides whether this is worth doing.
Book a partner call
Bring the site you are most worried about. That is usually the one that decides whether this is worth doing.
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