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No tiers, no ticket levels, no support desk that has never seen your code. The people who built the thing are the people who answer, and what it costs was quoted with the build.
One message with the site and what is happening. No ticket categories to guess at, no phone tree.
A person who has seen your codebase, not a queue. If it is urgent we say so and start.
Broken things we fix. New work gets an itemised quote first, so nothing appears on an invoice you did not authorise.
In writing, in plain language, with anything you need to do at your end.
We will say what it does once it does it. Until it opens, support runs through the contact form and reaches the people who built your site.
We take those on case by case. Send us the site and whatever access you have, and we will tell you honestly whether we can look after it or whether it needs rebuilding first.