Managed Website Services for Enterprise Websites

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 Proactive covers the improvements nobody files a ticket for: a slow template, a confusing form step, an outdated component, a dependency that needs upgrading before it becomes a risk.

What a managed engagement typically covers

Scope is agreed as a written service description so both sides know what is included, what is quoted separately and how urgency is handled.

• Uptime, error and performance monitoring with an agreed response path for incidents.
• A scheduled release process — grouped changes, staging review, rollback plan, release notes.
• Small change requests: copy, layout, component, template and campaign adjustments.
• Content operations support for editors, including training and CMS guidance.
• Core Web Vitals and accessibility checks after every meaningful release.
• Security and dependency updates on the CMS, framework and third-party libraries.
• Analytics and search reporting translated into recommendations, not raw dashboards.
• A rolling roadmap reviewed with stakeholders each quarter.

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.

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.

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+ awards including 89 Altın Örümcek. 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.

Frequently asked questions

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.