FAQs

What is ArekiboCare?

ArekiboCare is a fully managed service for websites and digital platforms. We provide infrastructure management, security, updates, and support to ensure your digital services run smoothly and securely. Additionally, we offer ongoing support to help you grow and evolve your website.

Who is this service for?

ArekiboCare is designed for businesses, public sector organisations, and institutions that need expert website management without maintaining an in-house team. Our services benefit businesses that require reliable security, hosting, performance monitoring, and ongoing support.

Do you provide support around the clock?

Our 24/7 managed services provide continuous monitoring, security updates, and emergency response for critical issues. Depending on your plan, we offer around-the-clock support to ensure your website is always available and secure.

What types of businesses benefit the most from your managed services?

• E-commerce businesses requiring high uptime and security
• Corporate websites that need seamless updates and maintenance
• Public sector organisations requiring compliance and security monitoring
• Media and publishing companies needing performance optimisation
• Any business looking to reduce IT overhead and ensure website reliability

How does your service differ from traditional IT support?

Traditional IT support is often reactive and not tailored for the complexities of digital platforms. ArekiboCare is a proactive, fully managed service, backed by specialist expertise, that continuously monitors, updates, and optimises your website to prevent issues before they happen.

Do you offer global support, or is it region-specific?

Yes, we offer global support. Our team works with clients worldwide, ensuring their digital services are managed efficiently, regardless of location.

What are the key benefits of ArekiboCare?

• Fully managed service – No need for in-house technical expertise
• Enhanced security – Regular updates, monitoring, and vulnerability management
• Performance optimisation – Ensuring fast load times and stability
• Scalability – Services that grow with your business
• Peace of mind – Reliable, expert management of your digital assets

Can ArekiboCare help improve website performance and scalability?

Yes, we continuously monitor and optimise website performance, ensuring fast load times and seamless scalability as your business grows.

How do we onboard with your managed services?

Onboarding with our managed services is a structured process designed to integrate your website seamlessly into our system. To get started, we’ll need hosting details, website access, and a list of key requirements. The setup process typically takes anywhere from a few days to two weeks, depending on the complexity of your site

Can you take over management from our current provider seamlessly?

Yes, we manage the transition with minimal disruption, following a structured onboarding process. Our team works closely with your current provider to ensure a smooth handover of systems, access, and documentation, allowing for a seamless continuation of service without downtime or security risks.

What are BAU services?

BAU, or Business as Usual, services cover the ongoing support, maintenance and improvement of your website or digital platform after launch. This includes handling regular updates, fixes, enhancements, support requests, content-related changes, performance improvements and technical maintenance.

The aim is to keep your digital services stable, secure, and continuously improving, without your team needing to manage every technical detail internally - we call this ArekiboCare.

How does BAU support work?

BAU support is managed through an agreed support model. Your team raises requests through the agreed channel, each request is reviewed and prioritised, and the appropriate ArekiboCare team member is assigned to progress it.

Requests may include urgent fixes, planned enhancements, CMS support, accessibility improvements, analytics support, technical changes or general platform maintenance. Work is managed transparently so your team has visibility of progress, priorities and outcomes.

What types of BAU requests can ArekiboCare manage?

ArekiboCare can manage a wide range of BAU requests, including website fixes, CMS updates, content support, front-end changes, back-end development, form updates, analytics configuration, accessibility improvements, performance optimisation, landing page support, integration changes and technical troubleshooting.

Where a request is more complex, we can help assess the scope and recommend whether it should be managed as BAU activity or treated as a separate project.

Can BAU include small website changes?

Yes. BAU support is ideal for small, routine website changes that need to be handled efficiently. This can include updating page layouts, adding components, making content adjustments, resolving display issues, updating forms, supporting campaign pages or making minor functional improvements.

These tasks are managed through the agreed support process, helping your team keep the website current and responsive to business needs.

Can BAU include larger enhancements?

Yes. BAU can include larger enhancements, depending on the scope, complexity and available support capacity. Examples may include new templates, improved user journeys, CMS enhancements, integration updates, reporting changes or performance improvements.

If an enhancement requires significant discovery, design, development, or testing, we will advise on whether it should be planned as a dedicated project to protect quality, timelines, and delivery control.

How are BAU requests prioritised?

BAU requests are prioritised based on urgency, business impact, risk, complexity and dependencies. Critical issues affecting website availability, security or important user journeys are prioritised first.

Lower-risk changes and improvements are planned into the BAU backlog and delivered in line with agreed timelines, support capacity and your business priorities. All are managed through our support desk.

Can ArekiboCare help manage our BAU backlog?

Yes. ArekiboCare can help your team manage, review and prioritise your BAU backlog. This includes assessing incoming requests, clarifying requirements, estimating effort, identifying dependencies and helping your team decide what should be delivered next.

Regular backlog review helps ensure BAU activity remains focused, visible and aligned to your wider digital roadmap.

Do BAU services include CMS support?

Yes. BAU services can include CMS support across your website or digital platform. This may involve supporting content workflows, page templates, components, permissions, editor issues, CMS configuration, publishing processes and content-related troubleshooting.

ArekiboCare can also provide guidance and training to help your internal users work more effectively within the CMS.

Do BAU services include design and UX improvements?

Yes. BAU support can include design and UX improvements where your website needs to evolve after launch. This can include improving page layouts, refining components, addressing usability issues, supporting campaign pages or improving key user journeys.

For more substantial UX work, Arekibo can help define a structured approach that involves research, design, prototyping, and testing.

Do BAU services include accessibility improvements?

Yes. BAU services can include accessibility reviews and improvements. This may involve fixing accessibility issues, improving templates or components, supporting accessible content practices, reviewing forms and journeys, and helping your team work towards recognised accessibility standards.

Accessibility is best managed as an ongoing commitment, not a one-off activity, so BAU support provides a practical way to keep improving over time.

Do BAU services include analytics and tracking support?

Yes. BAU support can include analytics and tracking assistance. This may involve reviewing existing tracking, configuring events, supporting Google Analytics or tag management, troubleshooting data issues, improving reporting and helping your team understand how users interact with your website.

This helps your team make better decisions based on reliable digital performance data.

Can ArekiboCare support campaign and landing page activity?

Yes. ArekiboCare can support campaign and landing page activity as part of BAU. This may include creating or updating landing pages, configuring forms, supporting tracking, checking performance, testing across devices and ensuring campaign journeys are ready before launch.

This is especially useful for marketing teams that need fast, reliable support during busy campaign periods.

How does BAU support help reduce pressure on internal teams?

BAU support gives your internal team access to specialist digital expertise without needing to manage every request in-house. ArekiboCare can handle technical fixes, platform and DXP maintenance, support requests, enhancements and ongoing improvements, allowing your team to focus on strategy, content, campaigns and business priorities.

This is particularly useful for teams with limited technical resources or for those managing multiple digital platforms.

Can BAU support scale-up during busy periods?

Yes. BAU support can be adjusted around periods of increased demand, such as campaigns, product launches, peak traffic periods, recruitment cycles, admissions windows, reporting deadlines or major organisational announcements.

Scaling support helps ensure your website or platform has the attention it needs when it matters most.

How is BAU activity reported?

BAU activity can be reported through regular service updates. Reporting may include completed requests, open items, response times, resolution times, priority issues, upcoming work, risks, recommendations and improvement opportunities.

This gives your team clear visibility of what has been delivered, what is in progress and where further attention may be needed.

Can BAU support be combined with monitoring, security and hosting?

Yes. BAU services can be combined with wider ArekiboCare support, including monitoring and resolution, security management, hosting support, performance optimisation, access management, governance and vendor management.

Combining these services gives your team a more comprehensive support model for managing your digital platform day to day.

Is BAU support suitable for multiple websites?

Yes. ArekiboCare can support multiple websites or digital platforms under one service agreement. This can help simplify governance, reporting, support management and prioritisation across your digital estate.

A single BAU model can also help your team maintain consistency across platforms, brands, markets or departments.

How do we get started with BAU support?

Getting started usually begins with onboarding and discovery. ArekiboCare reviews your website, platform, hosting environment, integrations, access requirements, current backlog, support priorities and known issues.

This allows the team to understand your setup and begin supporting BAU activity in a structured, secure and informed way.

What aspects of managed services do you handle?

We manage hosting, security, updates, performance optimisation, and ongoing support, ensuring your website runs efficiently.

What types of hosting solutions do you support?

We support cloud hosting, dedicated servers, and hybrid hosting environments to meet various business needs.

Do you provide cloud hosting management (AWS, Azure, Google Cloud, etc.)?

Yes, we manage cloud hosting solutions on major platforms like AWS, Microsoft Azure, and Google Cloud.

Can you manage third-party software licenses on our behalf?

Yes, as part of our service, we manage third-party software licenses, including CMS, security tools, and cloud-based applications. We act as a single point of contact, streamlining communication and handling all aspects of website operations, so you don’t have to coordinate with multiple service providers.

Do you offer security monitoring and incident response?

Yes, we provide 24/7 security monitoring, real-time threat detection, and rapid incident response to protect your website from cyber threats. Our approach includes automated alerts, forensic analysis, and mitigation strategies to minimise risk and ensure a swift recovery from security incidents.

Can you help with performance optimisation for websites and applications?

Yes, as part of our managed service, we continuously monitor and optimise website and application performance. We enhance speed, responsiveness, and scalability through caching, content delivery networks (CDNs), server tuning, and code optimisations. Our proactive approach ensures your digital platform remains fast, efficient, and capable of handling increasing traffic and evolving business needs.

Do you handle domain name and SSL certificate management?

Yes, we manage domain renewals, SSL certificate installations, and ongoing certificate monitoring.

Do you provide CMS (WordPress, Drupal, etc.) maintenance and updates?

Yes, we ensure CMS updates, plugin maintenance, and security patches are applied regularly.

What happens if my website needs custom development or feature enhancements?

We offer development support for new features, integrations, and UI/UX improvements.

Can ArekiboCare help with website migrations?

Yes, we provide seamless migration services with minimal downtime.

Do you support multiple websites or digital platforms under one contract?

Yes, we offer multi-site management within a single service agreement.

What is your average response time for critical issues?

We provide rapid response times for critical issues, with exact timing dependent on your service level agreement (SLA).

Do you have a guaranteed SLA (Service Level Agreement)?

Yes, we offer a defined SLA that outlines guaranteed response times, resolution times, and support coverage.

How do you handle urgent support requests?

Urgent requests are prioritised through our 24/7 monitoring and support channels. Our team responds immediately, assessing the issue, providing rapid resolution, and keeping you informed throughout the process. Critical incidents are escalated as needed to ensure minimal disruption to your services.

How do you communicate with clients—email, phone, chat, or ticketing system?

We communicate via email, phone, chat, and our dedicated client portal.

What kind of reporting and insights do you provide?

We offer performance reports, security updates, and analytics insights.

Can we customise the level of support based on our business needs?

Yes, we offer flexible support packages based on your specific needs.

Do you provide proactive website monitoring and alerts?

Yes, we monitor uptime, security threats, and performance in real time.

Is there a limit to the number of support requests we can make?

Support request limits depend on your chosen service plan.

Do you require long-term contracts?

No, we offer flexible contract options to suit your business needs.

What happens if we need to scale our services up or down?

We provide scalable plans that allow you to adjust services as needed.

Are there any hidden fees or additional costs?

No, we provide transparent pricing with no hidden fees.

Can I switch plans if my needs change?

Yes, we offer plan flexibility to accommodate evolving business requirements.

Do you offer a free consultation or assessment before signing up?

Yes, we provide an initial consultation to assess your needs.

What is your cancellation policy?

You can cancel services with a notice period, as outlined in your contract.

How do you ensure the security of our data and online properties?

We implement robust security measures, including firewalls, encryption, access controls, and regular security audits. Our approach also includes continuous monitoring, threat detection, and compliance with industry best practices to safeguard your data and online assets from emerging risks.

Are your services compliant with industry regulations (GDPR, HIPAA, etc.)?

Yes, we follow industry standards for security and compliance.

Do you perform regular security audits and vulnerability assessments?

Yes, we conduct routine security assessments to mitigate risks.

Can you assist with compliance documentation and reporting?

Yes, we help with compliance audits and regulatory reporting.

What measures do you take to prevent website downtime?

We use 24/7 monitoring, automated alerts, redundancy, and failover systems to detect and resolve issues before they impact your site. Our proactive maintenance, performance optimisation, and security updates further ensure maximum uptime and reliability.

How do you protect against DDoS attacks and other cyber threats?

We implement advanced DDoS protection, intrusion detection, and real-time monitoring to detect and mitigate threats before they impact your site. Our approach includes web application firewalls (WAFs), traffic filtering, automated threat response, and continuous security updates to safeguard against evolving cyber threats.

Do you provide backup and disaster recovery solutions?

Yes, we offer scheduled, secure backups and rapid recovery solutions to minimise downtime and data loss. Our approach ensures business continuity with automated backups, offsite storage, and tested recovery processes.

What happens if my website is hacked or compromised?

We respond immediately to contain the threat, remove malware, and restore affected systems. We also conduct a security audit to identify vulnerabilities, apply necessary patches, and strengthen defences to prevent future incidents. Our approach prioritises minimising downtime, protecting your data, and ensuring long-term security resilience.