Business As Usual Website Support
Delivering continuity and support to your team
Our Business As Usual (BAU) support provides ongoing maintenance, monitoring and resolution, platform management and troubleshooting to keep your website, digital systems, applications, and processes running efficiently. It ensures that day-to-day operations continue smoothly, allowing your teams to focus on strategic projects and core business functions. At the same time, we support your team with various tasks, all managed by a dedicated team.
Client spotlight
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We support the Road Safety Authority - RSA in managing its online presence.
With BAU support, your business can rely on consistent, high-quality service to manage everything from content updates and new feature requests to general support while team members are away from their desks. This type of support is essential for maintaining your team's momentum and preventing day-to-day delays. We tailor our BAU services to your needs and can provide creative content, analytics, and technical support if required. Whether you’re running a complex digital platform or internal systems, BAU support ensures that everything operates as expected.
Investing in our BAU support services allows you to optimise operations, reduce disruption, and maintain high performance across your marketing, communications, and technical teams. It also provides peace of mind that your team is continuously supported to ensure business continuity.
Our BAU services focus on
- Operational continuity - Keeping your business running smoothly with dedicated support.
- Cost efficiency - Ensuring you avoid unexpected costs through our fixed-price, cost-control model.
- Faster resolution - Responding to issues quickly and minimising delays with on-call support.
- Increased efficiency- Ensuring your team can concentrate on strategic initiatives while we handle the day-to-day technical aspects.
- Scalability - Adapting to your business needs, allowing you to scale as needed.
- Proactive resolution - Forward planning before issues impact your business, without downtime or disruption.
- Access to expertise - Delivering specialised knowledge to ensure that best practices and the latest digital trends are applied to your business.
What platforms do we provide BAU support for?
We support a broad range of digital platforms as part of our BAU service model, covering website, CMS, DXP, ecommerce, analytics, hosting and integration environments.
Our team has experience supporting enterprise platforms, including Kentico, Sitefinity, WordPress, Optimizely, Sitecore, TerminalFour, Contentful and other modern CMS/DXP technologies. We also support associated front-end frameworks, APIs, third-party integrations, CRM connections, analytics tools, accessibility tools and cloud hosting environments.
For each client, our BAU support is tailored to the specific platform estate. This typically includes:
- CMS and DXP support, including updates, content workflows, templates, components and permissions.
- Front-end and back-end development, covering fixes, enhancements and new functionality.
- Security, patching and maintenance, aligned to platform requirements and agreed support procedures.
- Integration support, including APIs, CRM, marketing automation, analytics and third-party systems.
- Browsers and Devices - BAU updates often require cross-browser validation, which is embedded in our service.
- Performance, accessibility and usability improvements, ensuring platforms remain reliable, compliant and user-focused.
- Advisory support, helping your team make informed decisions on platform improvements, upgrades and future roadmap items.
Where a platform is highly specialised or has client-specific architecture, we begin with a structured onboarding and discovery process. This allows our team to understand the implementation, hosting environment, codebase, integrations, deployment process and support priorities before taking responsibility for BAU delivery.
In practice, our BAU model is platform-flexible - we support the technologies already in your digital estate and provide the right mix of technical, strategic and operational expertise to keep them stable, secure and continuously improving.
Our ArekiboCare tiers offer more detailed information about the coverage options available for your business.
Can you help your team manage your websites and digital services?
People also ask - the BAU frequently asked questions
What does BAU support include?
Our BAU support covers the day-to-day management, maintenance and improvement of your digital platforms. This can include technical fixes, CMS support, content updates, front-end and back-end development, accessibility improvements, performance optimisation, analytics support, security updates, platform monitoring and advisory input.
The exact scope is agreed with your team at the start of the engagement, so BAU activity is aligned to your priorities, internal processes and digital roadmap.
How does Arekibo manage BAU requests?
BAU requests are managed through a structured support process. Your team can raise requests through agreed channels, with each item reviewed, prioritised and assigned to the appropriate member of our delivery team.
We typically categorise requests by urgency, complexity and business impact. This ensures critical issues are addressed quickly, while planned enhancements are managed in a controlled and transparent way.
What types of BAU tasks can Arekibo support?
Arekibo can support a wide range of BAU tasks, including:
- Website fixes and troubleshooting
- CMS configuration and content support
- Design and UX enhancements
- Front-end and back-end development
- Landing page and campaign support
- Accessibility reviews and improvements
- Performance optimisation
- Analytics and tagging support
- Security patching and management
- DXP platform updates
- Integration support with third-party systems
- Documentation, guidance and training for your team
How are BAU requests prioritised?
BAU requests are prioritised based on business impact, urgency, risk and dependencies. Critical issues affecting availability, security or core user journeys are prioritised first.
Lower-priority improvements, content changes, and planned enhancements are scheduled into the BAU backlog and delivered according to agreed-upon timelines, capacity, and sprint planning.
Can BAU support include strategic advice?
Yes. BAU support is not limited to reactive fixes. Arekibo can also provide strategic and advisory support to help your team improve your digital estate over time.
This can include recommendations around UX, accessibility, analytics, technical architecture, CMS improvements, platform upgrades, performance, content governance and roadmap planning.
How does Arekibo ensure continuity of service?
We ensure continuity through clear onboarding, documentation, knowledge sharing and structured account management. At the start of a BAU engagement, we review your platforms, environments, integrations, workflows, risks and support priorities.
This enables our team to build a clear understanding of your digital estate and provide consistent, reliable support from the outset.
Can Arekibo support both small fixes and larger enhancements?
Yes. BAU services can cover both small, regular support tasks and more substantial enhancements. Minor fixes, CMS updates and content changes can be managed alongside larger pieces of development, UX improvement or technical optimisation.
Where a request exceeds standard BAU activity, we will assess the scope and recommend the best delivery approach.
How does Arekibo work with internal teams?
Arekibo works as an extension of your team. We align with your internal processes, governance, stakeholders and preferred ways of working.
This can include regular check-ins, planning meetings, backlog reviews, reporting, shared documentation and direct collaboration with your marketing, digital, IT, content and compliance teams.
How is BAU performance reported?
BAU performance can be reported through agreed service reporting, which may include request volumes, response times, resolution times, completed work, open items, risks, upcoming priorities and recommendations.
Reporting can be tailored to your needs, giving your team clear visibility of activity, progress and value delivered.
Can BAU support scale up or down?
Yes. BAU support can be scaled according to your needs. Support levels can be adjusted to reflect campaign periods, product launches, platform changes, seasonal demand or changing business priorities. See our ArekiboCare Plans & Coverage for more on what levels we offer.
This gives your team access to flexible support without needing to maintain every specialist capability in-house at all times.
How does having dedicated BAU support help your team
Business As Usual support helps ensure operational continuity, allowing your teams to focus on long-term goals and strategic growth. Here are the benefits:
- Increased productivity - Free business teams to focus on growth and strategic projects, knowing that websites and systems are continuously supported.
- Improved CX - Keep customer-facing platforms and services running smoothly.
- Reduced downtime - Minimise disruption to daily business operations with dedicated support and resolution.
- Scalability & Growth - Ensure a scalable service supports your business needs.
- Risk mitigation - Proactively manage campaigns, key dates and launches to avoid disruption.
For Finance and Operations, BAU support ensures the smooth running of critical services and systems, allowing for accurate financial tracking, cost control, and efficient operations. Here’s how it benefits your team:
- Predictable budgeting - With our BAU agreement, your teams can plan and allocate funds more accurately, avoiding unexpected costs from emergency fixes or project overruns.
- Operational efficiency - Ensure day-to-day business requirements run smoothly without interruptions.
- Cost optimisation - BAU helps identify inefficiencies and reduces wasteful expenditures or headcount.
- Scalability of operations - As the business grows, BAU support ensures the service can scale effectively.
- Budget approval - Projects are planned and approved to align with your processes.
- Forecasting - Upcoming annual changes in expenditures are planned for with no surprises.
Business As Usual support ensures that marketing efforts are not disrupted by technical issues, allowing teams to focus on delivering campaigns and engaging with customers. Here’s how BAU support benefits your team
- Reliable support - Ensure websites and marketing tools are consistently available and supported by experts.
- Optimised performance - Maintain fast-loading pages and seamless experiences that keep users engaged and reduce bounce rates.
- Uninterrupted support - Avoid disruptions to campaigns and digital marketing efforts by resolving technical issues before they escalate.
- Faster response - Quickly address any website or platform issues that could negatively impact marketing performance.
- Data accuracy - Ensure marketing analytics tools are functioning correctly, providing accurate performance data.
For Technology and Support teams, BAU support ensures the smooth running of critical systems, allowing for accurate financial tracking, cost control, and efficient operations. Here’s how it benefits your team:
- Cost control - Avoid emergency repair costs by addressing issues proactively with ongoing monitoring and support.
- Operational efficiency - Ensure business operations run smoothly without system interruptions or slowdowns.
- Improved compliance - Ensure systems are compliant with industry regulations and standards through regular updates and monitoring.
- Budget planning - Plan and manage costs effectively with consistent maintenance and support costs, reducing unexpected expenses.
- Risk management - Minimise operational and financial risks by proactively managing system health and ensuring business continuity.