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Response Times and Accountability Matter: Don’t settle for vague promises. Ask about average response times, SLAs, and emergency protocols to ensure your requests won’t vanish into a ticket black hole.
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Know Exactly What “Support” Includes: Clarify whether support covers design tweaks, plugin management, accessibility scans, or proactive site monitoring not just reactive fixes.
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Technical Fit Is Essential: Your partner should understand your CMS (like WordPress or HubSpot), support marketing tools like Pardot or Salesforce, and help troubleshoot tracking issues.
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Demand a Real Relationship, Not Just a Queue: Look for dedicated contacts, regular check-ins, and a partner who gets your business not just a faceless support desk.
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Expect More Than Uptime, Expect Outcomes: A strong support partner improves site speed, SEO, accessibility, and conversion not just keeps the lights on.
Marketing managers at B2B manufacturing companies are used to making the most of limited resources. Campaigns, events, email, content–it’s all on the radar. But when the website breaks, slows down, or simply needs to evolve, it becomes a time-sink you can’t afford.
That’s where a website support partner should come in. But not all support providers are created equal.
Some disappear after onboarding. Others treat every request like a ticket in a black hole. And worst of all, some focus on surface-level tasks while ignoring the deeper issues that affect performance, compliance, and lead generation.
So how do you avoid choosing the wrong partner and make sure you get the one that will support your goals, not just your website?
It starts with asking the right questions.
Why a Website Support Partner Matters
Your website is the center of your digital ecosystem. If it’s not loading, converting, or scaling with your campaigns, the rest of your marketing efforts suffer.
A great website support partner helps you:
- Keep the site fast, secure, and up-to-date
- Make changes quickly without pulling in IT
- Improve accessibility and compliance
- Support campaigns with landing page builds
- Align backend performance with frontend strategy
But only if they’re the right fit for your needs.
The Must-Ask Questions Before You Sign a Support Contract
Use this list to guide your conversations with potential partners. It’s not just about checking boxes it’s about uncovering whether they’re truly equipped to support your marketing strategy.
1. How Do You Prioritize and Respond to Requests?
You’re not looking for vague promises you need clarity and accountability.
Ask:
- What’s your average response time for critical and non-critical requests?
- Do you offer SLAs (service-level agreements)?
- How are emergencies handled?
Green Flag: Clear timelines, defined priorities, and proactive communication.
2. What’s Included in Your Website Support Services?
Many providers define “support” differently. Get specific.
Ask:
- Does support include minor design or content updates?
- Will you manage plugins, uptime, and hosting issues?
- Do you proactively scan for performance or accessibility problems?
Green Flag: A support package that covers maintenance, optimization, and strategic support not just putting out fires.
3. Do You Work With Our CMS and Tech Stack?
Manufacturing websites often run on WordPress, HubSpot, or custom CMS platforms sometimes with integrations into CRMs, ERPs, or marketing tools.
Ask:
- Are you experienced with our CMS?
- Can you support integrations with tools like Salesforce or Pardot?
- Will you help troubleshoot form tracking or analytics?
Green Flag: Familiarity with marketing tools and a willingness to troubleshoot cross-system issues not just site code.
4. Will We Have a Dedicated Point of Contact?
Avoid agencies where you’re just another support ticket in the queue.
Ask:
- Will we have an account manager or primary contact?
- How often will we check in or review priorities?
- Can we reach someone directly, or is everything routed through a ticketing system?
Green Flag: You’ll have someone who understands your business and communicates regularly not just a shared inbox.
5. How Do You Help Improve Site Performance?
Good website support shouldn’t stop at stability. It should also drive results.
Ask:
- Do you provide regular audits or reports on speed, SEO, or accessibility?
- Can you help with conversion rate optimization testing or landing page improvements?
- Will you flag areas where the site could better support lead generation?
Green Flag: A partner that contributes to outcomes, not just uptime.
6. How Do You Handle Security and Compliance?
Especially in regulated or industrial sectors, your website needs to protect data and meet evolving standards.
Ask:
- Do you monitor for vulnerabilities and apply security patches?
- Can you support ADA accessibility compliance and WCAG standards?
- How do you back up data and restore the site if needed?
Green Flag: A support partner who prioritizes security and compliance not just aesthetics.
What to Watch Out For (Red Flags)
- Vague language about turnaround times or what’s “included”
- No clear escalation path for urgent issues
- One-size-fits-all contracts with no room for marketing priorities
- No experience with your industry or technology stack
- No plan for proactive optimization or reporting
A support agreement should reduce your workload not add new headaches.
How 3 Media Web Can Help
At 3 Media Web, we partner with marketing teams in manufacturing to keep their websites healthy, high-performing, and ready for anything.
Our website support includes:
- Same-day responses for critical issues and regular check-ins for proactive planning
- Plugin updates, uptime monitoring, backups, and security patching
- Ongoing accessibility scans and remediation
- Landing page creation and strategic updates
- Reporting dashboards to support your SEO and campaign KPIs
- A dedicated team that knows your site, your goals, and your priorities
We act as your behind-the-scenes team solving problems before they disrupt your plans and giving you time back for strategy and execution.