What should a maintenance contract include?

A website maintenance contract must clearly define which activities are included, how to request an intervention, who the contact person is and how extra work is handled.

The value of a contract lies not in the length of the list but in its clarity: knowing what to expect avoids misunderstandings when you really need an intervention. At NewVisibility, in Cantù, in the province of Como, we always distinguish between recurring activities, already planned, and new requests, which are assessed and quoted before we start. If the site is hosted on our servers, the contract also coordinates the infrastructure side, described on the page on domains, mail and servers.

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Checklist

The points to find in the contract

Before signing, check that the contract answers these questions.

Scope

Which activities are covered: updates, security, backups, monitoring, small changes.

Exclusions

What is not included and how it is assessed: new features, redesign, integrations.

Request channels

How to report a problem or ask for a change, and who takes it on.

Backup and restore

What is saved and how to proceed if you need to go back to a previous version.

Ownership and access

Who holds the domain, code, content and credentials of the site.

Duration and withdrawal

Renewal, cancellation and how data is handed over if you change supplier.

Portfolio

Projects we support after launch

Go to the web portfolio

Hessentia

Hessentia Website development – Hessentia Cornelio Cappellini, a furniture company

Web

Villa Clementina

Villa Clementina Website development – Boutique Hotel on Lake Como

Web

Baleri Italia

Baleri Italia Baleri Italia – Website development – Luxury furniture brand

Web

Do you want a clear maintenance contract?

Write to us from Brianza, Milan or Lugano: we propose a maintenance scope built around your site, with no superfluous items.

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With managed hosting, whoever maintains the site also controls the server: updates, configuration and problems are handled in one place, with no passing the buck between agency and provider. NewVisibility, in Cantù, hosts the sites it develops on in-house managed servers, configured for its own enterprise CMS.

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A site is protected from cyber attacks with constant updates, code with few external dependencies, controlled access to the panel, protected forms, an encrypted connection and reliable backups. A bespoke site on an enterprise CMS, without chains of plugins, has a smaller attack surface: we apply this to sites of companies in Como, Brianza and Milan.

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The site and CMS should be updated regularly: security patches as soon as they are released, minor updates on a schedule, and major versions planned and tested before going live. The right cadence depends on the site's CMS, libraries and integrations; in Cantù we define it with each company.

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Website speed matters because Google assesses loading experience through Core Web Vitals and because a slow site loses visitors before they read anything. It depends on lightweight code, optimised images, caching and well-configured servers: choices our Cantù team makes during development.

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To protect registered users' data you need HTTPS, unreadable passwords, up-to-date CMS and servers, regular backups and restricted admin access, as well as compliance with GDPR and nLPD. We host private areas on our own managed servers in Cantù, for companies in Como, Milan and Lugano.

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