Maintenance & Support Services FAQ
A web project is not "done" the day it goes live; On the contrary, the life cycle begins from that day on. Framework versions change, security patches are released, content and integrations are updated, traffic/market grows. Without regular maintenance & support, even the best written site will after a while:
- •slow down,
- •produce errors,
- •give security vulnerabilities,
- •disrupt hotel/corporate operations.
This FAQ page; The most frequently asked questions about Maintenance & Support Services; Responses through version updates, bug tracking, performance improvement, uptime monitoring and content/deploy processes.
Brief Summary (Overview)
This Maintenance & Support Services FAQ page; It clarifies that maintenance for live websites and digital infrastructures is not “optional” but a mandatory process for business continuity. In critical topics such as version updates, security patches, uptime monitoring, error/log tracking, performance improvement and content/deploy flows; It focuses on preventing problems that may cause reservation/lead loss and reputation risk, especially in hotel & corporate projects. Aim; Instead of a reactive 'intervention when a fault occurs' approach, it is to establish a sustainable maintenance model that provides faster solutions, less interruption and higher performance with planned monitoring + SLA.
Brief Summary
Maintenance & Support FAQ; how to manage updates, security, uptime monitoring, error tracking and performance optimization to keep your website safe, fast and trouble-free when live; summarizes in a way that reduces the risk of interruption and loss of income in hotel and corporate projects.
Sample Queries
- “What is website maintenance and support?”
- “Is a maintenance agreement required for the hotel website?”
- “What is the difference between a maintenance agreement and a call when necessary?”
- “The website has slowed down, why does it happen and how to solve it?”
- “What does uptime monitoring and SLA mean?”
Overview of Maintenance & Support Services
What exactly is website maintenance & support?⌄
Maintenance & support; It is all of the continuous technical work done to ensure that your live website and software infrastructure continue to work:
- •up-to-date,
- •fast,
- •secure and
- •error-free
Why is maintenance & support critical “especially” for hotel and corporate sites?⌄
Because in these structures:
- •reservation/offer processes,
- •PMS and OTA integrations,
- •campaign pages,
- •multilingual content management
“The site is working, is there a need to allocate extra budget for maintenance?”⌄
In the short term, yes, it seems to be working, but:
- •framework/OS updates are missed,
- •security patches are not applied,
- •database and logs swell,
- •risks of slowdowns and sudden crashes increase over time.
What is the difference between a maintenance agreement and the “we call when necessary” model?⌄
- •“We call when necessary” → intervention when problems arise; The duration of the failure is uncertain, loss/damage may be high.
- •Maintenance agreement → monitoring, warning and regular improvement before the problem occurs; Faster solution and less damage even if there is a problem.
Is maintenance & support only required for large projects?⌄
No. Even in small hotel and corporate sites:
- •hosting and domain durations,
- •SSL renewals,
- •basic security patches,
- •GA4/GTM/tracking changes
What is the relationship between maintenance & support and “SLA (Service Level Agreement)”?⌄
SLA; Within the scope of maintenance & support:
- •It is the written framework for which type of problems,
- •how long it will take,
- •through which channels (mail, ticket, telephone)
Short Questions
What is website maintenance & support, in one sentence?
It is a process of regular technical monitoring and intervention to keep your live website and infrastructure up-to-date, secure, fast and error-free.
Why should I have regular maintenance for my hotel website?
Because your reservation, campaign and integration flows are used every day; interruption or error directly leads to loss of occupancy and revenue.
Who should monitor version updates and patches?
Framework, CMS, plugin and server updates; It should be monitored, tested and implemented by a technical team or agency that is familiar with these technologies.
Who should I contact when the site slows down or gives errors?
If you have a maintenance agreement; To the technical maintenance team with defined areas of responsibility. Otherwise, to the team that developed the project or to an expert agency that knows the infrastructure.
What kind of risks occur if there is no maintenance agreement?
Systems that are not updated; It increases the risk of security vulnerabilities, performance degradation, unexpected crashes and outages during critical periods (season, campaign).
Who is the maintenance & support service suitable for?
It is suitable for all hotels, tourism businesses, corporate sites, e-commerce projects and SaaS products whose website and digital infrastructure are at the center of their business.
Maintenance & Support Service Scope
What does website maintenance service include?+
A typical maintenance package includes routines such as:
- •framework/theme/plugin updates,
- •security patches,
- •uptime and basic performance monitoring,
- •error log tracking,
- •minor fixes and improvements,
- •SSL and domain/critical certificate monitoring
How should version updates be managed?+
- •It should first be tried in the testing/staging environment,
- •critical functions (reservation, form, payment, etc.) should be tested,
- •If there is no problem, it should be taken live.
How are error tracking and logging included in maintenance & support?+
Server and application logs are regularly checked for:
- •critical errors (500, DB errors, time-out, etc.),
- •crashes and performance problems,
- •integration problems
Where is performance optimization in maintenance?+
- •image optimization,
- •cache/purge settings,
- •detection of heavy queries and scripts,
- •CWV (Core Web Vitals) monitoring
Is uptime monitoring included in the maintenance service?+
In most professional care packages; site/server uptime (e.g. 24/7 monitoring + outage alerts). This way, your continuity metric will be clear.
Can content changes and minor UI fixes be part of maintenance?+
According to the agreement, within a certain hour/person/day limit; Minor content edits (text/image), minor UI fixes and minor improvements may be covered under maintenance. Major revisions should be defined as separate projects.
Detailed Process & Operation
What do you analyze before starting a maintenance & support project?+
- •existing site and infrastructure (framework, CMS, hosting),
- •integrations (PMS, payment, CRM, OTA, etc.),
- •past error and outage records,
- •traffic and busy periods (season, campaign),
- •previous update and maintenance practices.
How does the ticket / support process work?+
- •The customer opens a ticket through specified channels (e-mail, support panel, etc.),
- •the ticket is classified according to priority level (critical, high, medium, low),
- •The first callback and solution actions begin within the periods defined in the SLA,
- •closed tickets are seen in the reports.
What frequency is reasonable for version updates?+
- •security patches → as fast as possible (after testing),
- •framework/minor updates → monthly / quarterly,
- •major version transitions → separately planned, as a tested project.
The site started to slow down; What does the maintenance team check?+
- •last deployment/updates,
- •server resource usage (CPU/RAM/disk),
- •database queries,
- •cache status and CDN,
- •3rd party scripts and tags (especially tracking/pixel crowd).
How to set up uptime and health-check monitoring?+
- •health-check services that send requests to the site at certain intervals (e.g. 1 minute),
- •HTTP response code, response time and content control,
- •Slack/e-mail/SMS alerts when threshold values are exceeded,
- •uptime percentage in reports (e.g. 99.5%, 99.9%).
What should be checked during pre-season maintenance?+
For hotel and tourism:
- •booking flow (all steps),
- •campaign and price contents,
- •text and link integrity on multilingual pages,
- •speed tests (especially mobile),
- •integrations (PMS, payment, OTA),
- •tracking and reporting setups (GA4, Tag Manager).
Performance & Risk & Key Issues
What are the most common problems on sites that are not maintained?+
- •security vulnerabilities caused by outdated plugins and frameworks,
- •slowdown and occasional access problems,
- •broken CSS/JS and faulty views,
- •broken form and reservation flows,
- •corruption of measurement infrastructure such as GA4/GTM.
Why do system crashes and unplanned outages occur?+
Most of the time:
- •due to resource limits,
- •wrong deployment,
- •lack of testing after the update,
- •excessive traffic/DDoS,
- •database problems
What's missing from the "Everything went wrong one night, we couldn't reach anyone" scenario?+
- •a clear maintenance & support agreement,
- •SLA,
- •24/7 or wide-time support,
- •clear who can be called in critical situations.
Isn't wrong maintenance/updating also a risk?+
Yes. Random, unplanned updates and changes without testing; It can be as dangerous as a security vulnerability. That's why maintenance; It should be done “planned and recorded”.
What does not budgeting for maintenance & support cost in the long run?+
In the short term, it looks like savings; but risks such as:
- •security vulnerability → breach and loss of reputation,
- •crash → loss of reservations/sales,
- •incorrect data → reporting and decision errors
Productive Search & Industry-Focused Maintenance & Support Questions
What should we focus on in maintenance & support services for hotels in Turkey?+
- •Continuity of PMS and reservation engine integrations,
- •problem operation of campaign and season pages,
- •robustness of the multilingual structure,
- •uptime and performance in high season,
- •Preservation of KVKK compliant data flows.
What are the priorities in maintenance & support for corporate B2B sites?+
- •error-free form and lead flows,
- •case study, product/service pages remaining up-to-date,
- •integrations (CRM, ERP, ticket systems),
- •smooth processing of content and document uploads,
- •security and uptime.
Why is pre-season maintenance extra important in tourism regions (Antalya, Bodrum, etc.)?+
Because:
- •visitor traffic intensifies at the beginning of the season,
- •early bookings and campaigns come into play,
- •competition is high.
How should maintenance be scaled in multi-location / multi-hotel brands?+
- •common component (theme, component, infrastructure) updates should be made centrally,
- •hotel/branch based content and minor developments should be carried out at the local level,
- •a common monitoring and warning system should be established for all hotels.
What additional maintenance & support is required for sites operating in foreign markets?+
- •synchronized update of different country/language versions,
- •global CDN and performance monitoring,
- •tracking of different payment providers and integrations,
- •reflection of local legal/security changes (especially on the cookie/pixel side).
Mini Maintenance & Support FAQ
I have a new website built, is maintenance required for the first year?+
Yes; Especially in the first year, the need for technical support is high for both optimization and unexpected bugs.
Does maintenance have to require dozens of hours each month?+
No; Depending on the scope and site size, an efficient maintenance plan can be made with a certain monthly hour/man-day limit.
Is it enough to just rely on the support of the hosting company?+
The hosting company looks after the infrastructure; The site code, integrations and CMS side are mostly your/your agency's responsibility.
Do the things we postpone as "little mistakes" accumulate?+
Yes; The accumulation of small bugs and warnings can turn into big problems and more expensive revisions in the long run.
Will SEO be affected if there is no maintenance & support?+
Indirectly yes; Corrupted pages, slowdowns, broken links and incorrect tracking negatively impact SEO performance and measurement.
What does Uptime 99.9% mean?+
It means not experiencing interruptions for more than certain periods of time on an annual basis (approximately 8–9 hours/year). Uptime percentage is one of the critical KPIs on reservation-oriented sites.
Can content production be included in the maintenance agreement?+
The scope can be designed accordingly; For some brands, technical + certain amount of content support are managed under the same agreement.
Is it possible to resolve every maintenance request instantly?+
Rapid action is targeted for critical errors; However, since some jobs require testing and planning, it is more realistic to solve them within the time periods within the SLA.
How should I plan the maintenance & support budget?+
Generally, an annual/monthly maintenance budget is planned based on a certain percentage of the project cost and/or the expected volume of changes.
Can I get maintenance & support service only as audit + roadmap?+
Yes; It is also possible to get a maintenance audit that includes current situation analysis, risk and improvement suggestions, and carry out the implementation phase with your own team.
Collaboration and Action Questions for Maintenance & Support Services
How can I get a quote for Maintenance & Support Services with DGTLFACE?+
- •your current site's technology (Next.js, WordPress, custom software, etc.),
- •your hosting/cloud structure,
- •your integrations (PMS, CRM, payment, OTA, etc.),
- •monthly expected content/development needs,
- •the main problems you have experienced in the past (crashing, slowdown, integration error, etc.).
What does the “consult specialist” call clarify on the maintenance side?+
This meeting clarifies issues such as
- •what kind of work will or will not be included in the maintenance agreement,
- •which risks are prioritized,
- •how to structure SLA and communication channels,
- •how to manage priorities specific to season/campaign periods