Last Updated on June 20, 2026

Support & Retainer Programs

Ongoing Partnership Options

Once your platform launches, Midnay offers three care programs — Maintain, Manage, and Maximise — each designed for a different type of relationship and level of involvement. These are not stepped tiers; they are distinct programs serving different needs. Your program was agreed during the onboarding process and is documented in your service agreement.

For current pricing and a full breakdown of individual plans within each program, refer to your proposal or visit midnay.com/plans.

The Maintain Program

The Maintain program is for businesses that need their site kept updated and running without the overhead of a full retainer. Midnay handles routine WordPress maintenance in the background — updates, backups, and monitoring — so the site stays healthy without requiring ongoing attention from the client.

Scope

Maintain covers standard WordPress installations using pre-built themes and plugins, as well as Midnay-built custom themes and up to two Midnay-built custom plugins. Work on themes or plugins originally built by another agency or developer falls outside the scope of this program.

Clients with sites built by a third party should refer to the Manage program.

What Midnay does

Midnay keeps the site technically current and operationally stable. This includes WordPress core updates, theme and plugin updates within scope, daily backups, uptime monitoring, and a monthly maintenance report. The Maintain program does not include security monitoring, proactive performance work, or hack repair.

Development work

Plans within the Maintain program include either no development hours or a fixed annual bank of hours for minor tweaks and content updates. Any work beyond included hours is billed at the standard hourly rate documented in your service agreement. Unused hours do not roll over.

Support

Midnay responds to critical issues within 24 hours on weekdays and within 48 hours on weekends and holidays. The Maintain program does not include emergency response outside these windows.

Billing

Maintain plans are billed annually. The plan renews at the end of the 12-month period.

The Manage Program

The Manage program provides fully managed WordPress support — Midnay operates as an active part of the client’s team. Unlike the Maintain program, Manage covers all WordPress sites regardless of who built them, and includes structured development hours, active monitoring, and defined support response times.

There are three plans within the Manage program — Active, Growth, and Priority. The specific inclusions, development hours, and response times for each plan are documented in your service agreement and on the Midnay plans page.

Scope

Manage covers pre-built, Midnay-built, and third-party built WordPress sites. Sites built by another agency or developer require a one-time onboarding audit before the program begins. This audit assesses the site’s code quality, plugin health, and security posture. Full details of the audit process are in the Onboarding section below.

What Midnay does

Across all Manage plans, Midnay handles WordPress core, theme, and plugin updates, daily backups, uptime and security monitoring, and regular performance reporting. Higher plans within the program add speed monitoring, Core Web Vitals reporting, performance optimisation, eCommerce support, hack repair, annual security hardening, and a dedicated account manager. The specific inclusions for your plan are documented in your service agreement.

Development hours

Each Manage plan includes a monthly bank of development hours for tasks such as bug fixes, feature tweaks, content updates, and minor enhancements. If included hours are exhausted, additional work is available at the standard hourly rate or via pre-purchased top-up packs.

On annual subscriptions, Growth and Priority plans include a rollover provision — unused hours at the end of a month are carried forward for up to three months. Rollover does not apply to monthly subscriptions.

Add-ons

A range of add-ons is available to Manage clients, covering security services, performance audits, SEO, analytics, and additional development hours. Available add-ons and their pricing are documented on the Midnay plans page. Add-ons are scoped and confirmed before work begins.

Support

Response times within the Manage program vary by plan and by the nature of the issue.

All response times refer to the first response — the time within which a Midnay team member acknowledges the issue and begins assessment. Resolution targets depend on issue complexity and are confirmed during the initial response.

Billing

Manage plans are available on monthly or annual billing. Annual billing provides a saving compared to monthly, as documented in your service agreement. The billing cycle and terms are confirmed at the point of sign-up.

Third-party site onboarding

Sites built by another agency or developer go through a structured onboarding process before the Manage program begins.

Step 1 — Onboarding audit. Midnay conducts a full review of the site’s code, plugins, and security posture. The audit fee is documented in your service agreement.

Step 2 — Audit outcome. The site is assessed as either ready to onboard immediately, or requiring pre-onboarding work before the program can begin.

Step 3 — Pre-onboarding work (if required). A fixed-price quote is issued before any work begins. Security-critical issues are mandatory to resolve before the program starts. Non-critical issues may be deferred at the client’s discretion. The audit fee is non-refundable if the client chooses not to proceed after receiving the audit outcome.

Step 4 — Program begins. The audit fee is credited toward the first month of the Manage plan upon proceeding.

The Maximise Program

The Maximise program is for organisations that need Midnay operating as a long-term strategic partner — building strategy, managing complexity, and scaling alongside the business. Every Maximise engagement is individually scoped. There are no fixed plans or standard pricing; each engagement is defined through a structured discovery and proposal process.

There are two engagement types within the Maximise program — Strategic Partnership and Multi-site & Enterprise.

Strategic Partnership

A Strategic Partnership is for startups, growing businesses, and enterprises that need Midnay as their dedicated digital team rather than an external vendor. Midnay provides a dedicated team of designers, developers, and QA, alongside ongoing strategy, custom architecture, feature delivery, and quarterly planning. Full Manage Priority coverage is included within this engagement type.

Multi-site & Enterprise

Multi-site & Enterprise is for businesses managing two or more WordPress sites — whether across multiple brands, regions, or a multisite network. Midnay provides consolidated management, centralized reporting, a shared development hours pool across all sites, and a single point of contact for everything. Volume pricing applies based on the number of sites and complexity.

How a Maximise engagement begins

Every Maximise engagement follows four steps before any work begins.

Discovery call — a 30-minute conversation to understand the client’s goals, challenges, and requirements. No commitment is required at this stage.

Scoping and proposal — Midnay defines the engagement scope, team structure, and deliverables, and delivers a tailored written proposal.

Agreement — both parties review and align on the proposal. The engagement is formally confirmed once the agreement is signed. There are no hidden terms or retroactive changes.

Onboarding — a dedicated onboarding session brings the Midnay team fully up to speed. The engagement begins from this point.

Support and response times

Support terms for Maximise engagements are agreed individually during the scoping process and documented in the service agreement. Custom SLA terms and response time commitments are standard within this program.

Changing Programs

Clients wishing to move between programs — for example, from Maintain to Manage, or from Manage to Maximise — should contact their Midnay account contact to discuss requirements. Upgrades are accommodated at the next available billing cycle unless otherwise agreed. Downgrades are subject to the terms of the current service agreement.

Plan inclusions, pricing, and availability are subject to change. This handbook reflects the program structure at the time of issue. Current plan details are always available at midnay.com/plans or on request from your Midnay contact.