How to build website maintenance packages that are genuinely different: three scopes, a responsibility table for host, builder, agency and customer, time allowances, exclusions, an example quote with editable assumptions, and a scope-change checklist.
<p class="lead text-xl text-[#3a3a3a] mb-8"> A website maintenance package is a recurring agreement to keep a client's site working, secure and up to date. The packages that cause the fewest arguments are the ones where each tier covers clearly different work, the hours are written down, and everyone knows which jobs belong to the host, the builder, the agency and the client. This guide is written for freelancers and agencies selling maintenance, and for business owners comparing quotes. </p>
<h2>1. Define three genuinely different scopes</h2> <p>Tiers that differ only by "priority support" confuse buyers. Make each tier a different kind of service:</p> <table> <thead><tr><th></th><th>Keep it running</th><th>Keep it current</th><th>Keep it growing</th></tr></thead> <tbody> <tr><td>Who it suits</td><td>Sites that rarely change</td><td>Businesses with regular updates</td><td>Businesses publishing and testing</td></tr> <tr><td>Monitoring, backups check, uptime alerts</td><td>Yes</td><td>Yes</td><td>Yes</td></tr> <tr><td>Content edits (text, images, hours, prices)</td><td>Small allowance</td><td>Monthly allowance</td><td>Larger allowance</td></tr> <tr><td>New pages or sections</td><td>Quoted separately</td><td>Small number included</td><td>Included within hours</td></tr> <tr><td>Monthly check (forms, links, speed, grader)</td><td>Quarterly</td><td>Monthly</td><td>Monthly + report</td></tr> <tr><td>SEO and content work</td><td>No</td><td>Titles and descriptions</td><td>New pages and updates to existing pages</td></tr> </tbody> </table>
<h2>2. Responsibility table: host, builder, agency, customer</h2> <p>Much "maintenance" is already done by the platform. Write down who owns each job so the client is not paying twice, and so nothing falls between the gaps:</p> <table> <thead><tr><th>Job</th><th>Host / platform</th><th>Website builder</th><th>Agency / freelancer</th><th>Customer</th></tr></thead> <tbody> <tr><td>Servers, uptime, SSL renewal</td><td>Usually</td><td>Included on hosted builders</td><td>Monitors, escalates</td><td>-</td></tr> <tr><td>Software / plugin updates</td><td>-</td><td>Handled by hosted builders</td><td>On self-hosted sites (e.g. WordPress)</td><td>-</td></tr> <tr><td>Domain renewal</td><td>-</td><td>-</td><td>Reminds</td><td>Owns and pays</td></tr> <tr><td>Content accuracy (prices, hours)</td><td>-</td><td>-</td><td>Makes changes</td><td>Supplies changes</td></tr> <tr><td>Form delivery test</td><td>-</td><td>-</td><td>Tests on schedule</td><td>Confirms receipt</td></tr> <tr><td>Legal pages content</td><td>-</td><td>-</td><td>Updates on request</td><td>Responsible for accuracy</td></tr> </tbody> </table> <p>Check each platform's own documentation for what it actually covers; this varies.</p>
<h2>3. Time allowances and exclusions</h2> <ul> <li>State allowances in hours per month (or per quarter), and whether unused time rolls over. Most agencies say it does not.</li> <li>Define one "edit" if you sell by edits, e.g. one change to one page taking under 15 minutes.</li> <li>List exclusions plainly: redesigns, new features, copywriting from scratch, photography, paid ads, third-party subscription fees, recovery from client-caused breakage.</li> <li>State response times as "first reply within" rather than "fixed within", unless you can guarantee a fix.</li> </ul>
<h2>4. Example quote using editable assumptions</h2> <p>This is a worked example for a made-up agency. The numbers are assumptions to replace with your own, not market rates.</p> <pre><code>ASSUMPTIONS (edit these) Hourly rate: R (example: 60) Hosting/platform cost per month: P (example: 20) Monitoring/tools per site/month: T (example: 5) Hours included per month: H (Running 0.5 / Current 2 / Growing 5) Margin buffer: M (example: 20%)
MONTHLY PRICE = (R x H + P + T) x (1 + M)
Running: (60 x 0.5 + 20 + 5) x 1.2 = 66 Current: (60 x 2 + 20 + 5) x 1.2 = 174 Growing: (60 x 5 + 20 + 5) x 1.2 = 390
Extra hours beyond allowance: R per hour, billed in 15-min blocks Minimum term: [e.g. 3 months] Notice to cancel: [e.g. 30 days]</code></pre> <p>If you build sites on We.Inc, the platform cost P for your own account is the plan price (Starter $20/month, Pro $50/month, Max $99/month; see <a href="/pricing">pricing</a>). Agencies reselling under their own brand can read about the <a href="/white-label">white-label option</a>. Always use current prices when quoting.</p>
<h2>5. Scope-change and cancellation checklist</h2> <ul> <li>Changes outside the package get a written estimate before work starts.</li> <li>Clients can move between tiers from the next billing month.</li> <li>On cancellation: hand over logins, the domain (if you hold it), a final backup or export where the platform supports it, and a list of third-party accounts in the client's name.</li> <li>Domain and key accounts are registered to the client from day one, so cancelling never traps them.</li> <li>Review the package once a year against hours actually used.</li> </ul>
<h2>Tools that help</h2> <p>Use the <a href="/tools/website-grader">website grader</a> for the monthly check, and the <a href="/tools/website-cost-calculator">website cost calculator</a> when a client asks what a site should cost overall. Starting a new client site? Browse the <a href="/website-templates/business">business website templates</a>.</p> <p><a href="https://my.we.inc/signup">Start building your business website</a></p>
Typically monitoring, backup checks, a set number of content edits or hours, regular checks of forms and links, and sometimes SEO or content work. Exactly what is included should be written down per tier.
It depends on hours included, your rate and platform costs. Use a formula like (hourly rate x included hours + platform and tool costs) x margin, with your own numbers. The figures in this guide are example assumptions, not market rates.
Less technical maintenance, because the platform handles servers and software updates. Content updates, form testing and SEO still need someone to do them.
We.Inc is an AI-powered website builder you can resell under your own brand. Launch a branded client dashboard, bill on Stripe Connect, and deliver AI-generated websites in minutes. White-label plans start at $99 a month for 25 client sites, with a 7-day free trial and no per-site fees.