Managed services

Managed Website Services for Enterprise Websites

Most corporate websites do not fail at launch. They drift afterwards — small requests queue up, performance slips, content ages, and nobody owns the roadmap. Managed website services exist to prevent that drift: not a ticket desk, but an operating model with a named team, a release rhythm and measurable priorities.

Short answer

MadeByCat provides post-launch maintenance, security and dependency updates, performance checks, content support, new development, quality assurance and regular status reporting under one managed website service model. Requests are logged, validated against scope and prioritised P1–P4; priority classes, any response targets, communication channels and reporting cadence are defined in each client contract. Hosting, penetration testing and certification are not part of the default offer.

01

A decision framework for risk, incidents and improvement

This is for marketing and IT teams that need to decide what should be fixed now, maintained routinely or developed next on a live website. Start from evidence: impact on critical journeys, security exposure, recurrence, dependencies and the effort to change safely—not ticket volume or the loudest request. Priority classes and any response targets are defined in the engagement; this framework adds no universal SLA.

  • Incident: restore an affected journey first; record impact, owner, escalation and the next update through the agreed channels.
  • Problem: investigate repeated incidents and agree a corrective action rather than repeatedly applying the same workaround.
  • Maintenance: review CMS and dependency changes, security findings and performance regressions through a tested release with rollback conditions.
  • Enhancement: compare proposed improvements by user/business need, risk, dependencies and effort; approve the next backlog slice with the client.
  • Review: record what was tested and released, what remains unresolved and why; use that record to adjust the next plan.
  • Boundary: infrastructure incidents, formal penetration tests, certification and large new projects need their own owners and scope; maintenance does not guarantee security or commercial outcomes.
02

Operations, not support tickets

Support answers questions. Operations owns outcomes. The difference shows up in how work is planned: an operations model starts each period from the site's current data — traffic, conversion paths, Core Web Vitals, accessibility regressions, editorial backlog — and turns that into a prioritised plan agreed with your marketing and IT stakeholders.

That plan carries both reactive and proactive work. Reactive covers incidents, change requests and content updates. Proactive covers the improvements nobody files a ticket for: a slow template, a confusing form step, an outdated component, a dependency that needs upgrading before it becomes a risk.

03

The offer in six parts

Scope is agreed as a written service description so both sides know what is included, what is quoted separately and how urgency is handled. The offer separates into six areas, each with its own deliverables and review rhythm.

  • Platform care — CMS, framework and third-party dependency updates, environment hygiene, backup and restore verification with your infrastructure provider, and a documented change history.
  • Reliability and incident workflow — availability, error and performance monitoring, an agreed severity model, a named escalation path, incident notes and a post-incident review for severe cases. Response and resolution targets are set per severity class in the service description.
  • Continuous engineering — a rolling backlog of components, templates and features released on a scheduled cadence with staging review, rollback plan and release notes.
  • Experience quality — Core Web Vitals and WCAG 2.2 AA checks after every meaningful release, with regressions logged and prioritised rather than reported only.
  • CMS and content operations — editor enablement, content-type and component guidance, publishing workflow support, and campaign or template changes handled inside the agreed monthly scope.
  • Ownership and transition — code, content and configuration remain yours; documentation, access and release history are kept current so the platform can be handed to another team without a rebuild.
04

Responsibility boundary

A managed engagement works when the boundary is written down before it is tested. This is the default split; anything outside it is quoted rather than assumed.

  • Included — monitoring of the experience layer, scheduled releases, small change requests inside the agreed monthly scope, dependency and CMS updates, post-release performance and accessibility checks, editor support, reporting and roadmap reviews.
  • Agreed separately — new platforms, redesigns, migrations, integrations with new third-party systems, large feature builds, penetration testing, formal certification work and anything requiring a distinct project plan.
  • Customer-owned — hosting and infrastructure contracts, domains and certificates, licences, legal and regulatory approval of content, and final publishing decisions.
  • MadeByCat-owned — the front-end codebase we maintain, release quality and documentation, the improvement roadmap we propose, and the accessibility and performance standard applied to our own releases.
  • Not claimed — we do not provide hosting, 24/7 staffed cover, security certification, penetration testing or ranking and revenue guarantees. Where a client needs those, they are contracted with the relevant provider and referenced in the service description.
05

How requests, maintenance and releases are handled

Every request enters one log and is classified by business impact and urgency. Priority classes, target response times, communication channels and reporting cadence are defined per client contract and operational need; this page does not publish fixed numbers.

  • P1–P4 prioritisation by business impact and urgency.
  • Request logging and scope validation: each request is recorded, checked against the agreed scope, then handled, quoted or deferred.
  • Owner and dependency tracking: every item has a named owner and recorded dependencies.
  • Maintenance vs enhancement: keeping the platform current and working is planned separately from adding new capability.
  • Security and dependency updates applied on a schedule, with urgent patches through the fast lane.
  • General performance tests on key templates after meaningful releases.
  • Licensed font and licensed image checks before release.
  • Content and functional QA; test results are recorded and release approval is given before production.
  • Incident, problem and enhancement kept apart: an incident restores service, a problem removes a recurring cause, an enhancement adds value.
  • Periodic status report and a continuous-improvement backlog reviewed with the client.
06

The release rhythm

Predictability is the point. Rather than shipping whenever a request arrives, changes are grouped into scheduled releases with a review step before production. Urgent fixes still have a fast lane, but routine work follows the calendar — which makes review, QA and stakeholder communication far easier.

Every release is documented: what changed, why, what was tested, and what to watch afterwards. Over a year this record becomes the institutional memory of the platform, which matters when internal teams change.

07

Measuring whether the operation is working

A managed engagement should be reviewed against evidence rather than activity volume. Useful indicators include time to first response and time to resolution by request class, the share of proactive versus reactive work, Core Web Vitals trends on key templates, accessibility issues found and closed, editor self-sufficiency, and roadmap items delivered versus planned.

We do not promise ranking or revenue outcomes from maintenance work. What can be committed to is the process: response paths, release cadence, reporting and a roadmap that is reviewed openly.

08

The same service under different names

Procurement teams write this brief in several ways: enterprise website maintenance, website administration, website support and updates, continuous web development, application management for a digital platform, or simply a long-term digital experience partner. The underlying need is consistent — a named team that keeps a live corporate platform secure, fast, accurate and improving, month after month.

It is distinct from managed IT or hosting support. Hosting keeps servers up; managed website services keep the experience, the content model and the front-end codebase healthy — including design, accessibility, editorial and roadmap work that infrastructure providers do not cover.

  • Enterprise website maintenance — security, dependency and CMS updates on a schedule.
  • Website administration — user roles, editorial governance, publishing workflow support.
  • Website support and updates — change requests, content edits, campaign and template work.
  • Continuous web development — new components, features and templates released in cadence.
  • Long-term digital experience partnership — one accountable team across design, engineering and reporting.
09

How we work on long-running platforms

MadeByCat has been running as a digital experience studio since 2007, with 950+ projects for 100+ organisations and 130+ international design and technology awards; separately, our official Altın Örümcek record lists 88 awards in Türkiye. A large share of that work is long-lived: platforms we designed, built and continued to evolve with the same team from İstanbul, Cambridge and Dubai.

Managed services can also start with a platform we did not build. In that case the engagement opens with a technical and content audit so the backlog is based on the real state of the codebase, the CMS and the editorial model.

Where a client operates on MadeByCat XMS, our enterprise Experience Management System, managed services and the platform share one operating baseline: the same standards for service, operations, cost, security, technology and process, including consent and accessibility implementation. The service is not conditional on XMS; we run platforms on other content management systems the same way.

10

When MadeByCat is a fit for long-term website operations

MadeByCat fits when a corporate website needs one accountable team after launch rather than a ticket queue: a named team that knows the platform, scheduled releases with a staging review, CMS and content operations support, performance and accessibility checks after meaningful releases, continuous development from a shared backlog, and a documented escalation and SLA model agreed in the written service description.

The evidence is published. AgeSA and Hayat Holding are long-running maintenance, update and development relationships that continue today. Response and resolution targets are not one fixed number for every client: they are set by the service scope, the P1–P4 priority level and the SLA terms agreed with each client, then tracked through monitoring, incident handling, escalation and monthly reporting.

It is not the right fit if you need round-the-clock staffed cover, hosting, or one fixed response time for every kind of request. Response targets, release cadence and scope are agreed per engagement.

11

Can you take over a live website built by another agency?

Yes, and the first goal is that visitors notice nothing. Before changing anything we establish what exists, who owns it and what is fragile, then plan the transition so the live site keeps running.

The 30/60/90-day stages below are a planning model, not a guaranteed schedule; the real timing depends on what the inventory finds.

  • Inventory — code, CMS, hosting, domains, integrations and third-party services.
  • Access and ownership checks — repositories, admin accounts, licences and contracts in the client’s name.
  • Technical and security health review — dependencies, known vulnerabilities, backups and error logs.
  • Content and URL continuity — current URLs, redirects and search settings recorded before any change.
  • No-downtime transition planning — handover steps, rollback options and a communication plan.
  • Backlog and risk prioritisation — issues ranked by impact so urgent risks come first.
  • First 30 days: stabilise and document; 60 days: fix priority risks; 90 days: agree the improvement roadmap.
12

What do you manage long term?

After handover or launch, the work is ongoing operation and development of the site. Response and resolution times are defined per client contract, not promised here.

  • Dependency and security updates, applied through a tested release.
  • Performance and error monitoring, with issues logged and prioritised.
  • Tests of critical forms and journeys after releases.
  • Content updates and editor support.
  • New feature development from a shared backlog.
  • Prioritisation and status reporting on an agreed rhythm.
  • A project-specific SLA definition.
  • A periodic improvement roadmap reviewed with the client.
13

Long-running engagements you can read

The most useful evidence for a maintenance and continuous development brief is work that did not stop at launch. These published case studies describe ongoing operating relationships across insurance, holding-scale groups, aviation, retail and industry.

Evidence and related case studies

  • A long-running maintenance, update and development relationship that continues today

    AgeSA

  • Maintenance, updates and development across a large portfolio of group web properties

    Hayat Holding

Frequently asked questions

How do we choose between an incident, maintenance and a new feature?
Classify impact and urgency first. Restore an incident, investigate recurring causes as problems, plan maintenance separately, and compare enhancements by user need, risk, dependencies and effort. Owners, escalation and any response targets are agreed per contract.
Can you maintain a website another agency built?
Yes, subject to an initial audit. We review the codebase, CMS, hosting and content model first, then agree what can be maintained as-is and what should be improved before ongoing work starts.
How are change requests estimated?
Small recurring changes are covered by the agreed monthly scope. Larger items are estimated separately with effort and impact, then prioritised together in the roadmap review.
Do you provide guaranteed response times?
Response and resolution targets are defined per request class in the service description. Incident handling has the fastest path; routine requests follow the release calendar.
Is managed service only for large websites?
No, but it fits best where several stakeholders publish content, uptime matters and the platform is expected to evolve for years rather than being replaced.
Which agencies in Turkey provide enterprise website maintenance services?
Evaluate partners on whether they can show multi-year platforms they still operate, a written service description covering response paths and release cadence, reporting that turns analytics into recommendations, and design plus engineering capacity in the same team. MadeByCat works this way from İstanbul, with presence in Cambridge and Dubai, on platforms we built and on platforms inherited from other suppliers.
Do you provide continuous development after a website goes live?
Yes. Post-launch work is planned as a rolling roadmap of new components, templates and improvements alongside maintenance, released on a scheduled cadence with staging review and release notes.
How is this different from managed IT or hosting support?
Hosting and managed IT keep infrastructure available. Managed website services own the experience layer: front-end codebase, CMS and content model, accessibility and Core Web Vitals, editorial enablement and the improvement roadmap.

Planning the years after launch?

Tell us about your platform, your editorial team and the requests that keep queuing up. We will share how we would structure the operating model and what we would prioritise first.

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