Care plans for websites and systems we build
Software needs looking after once it is live. Security updates, backups, monitoring and small changes, with included hours, written response targets and a report you can show your board or trustees.
From £99 a month.
Why software needs care
The tools every website and system depends on are updated constantly, often to fix security problems. Connected services change how they work. Backups only matter if someone has checked they can be restored. A care plan makes sure someone is responsible for all of that, and that you know what they did.
Care plans cover systems we built. If you have software someone else built, tell us about it: we may take it on after a review, but it is not covered automatically.
Plans
| Care Basic£99 a month | Care Plus£249 a month | Care Systems£549 a month | |
|---|---|---|---|
| Price | £99 a month | £249 a month | £549 a month |
| Best for | Websites without payments | Sites with donations or forms, Portal Starter | Portal Core and larger systems |
| Included hours each month | 1 | 2.5 | 5 |
| Hosting | Included, within fair use | Hosting costs passed on at cost plus 10 percent, shown separately | Hosting costs passed on at cost plus 10 percent, shown separately |
| Backups | Yes | Yes, with a restore test every quarter | Yes, with a restore test every quarter |
| Uptime monitoring | Yes | Yes | Yes |
| Security updates | Monthly | Monthly, plus dependency updates | Monthly, plus dependency updates |
| Small improvements | Within included hours | Within included hours | Within included hours |
| Performance and security checks | No | No | Yes |
| Review call | No | No | Monthly |
| First response target | 2 working days | 1 working day | 1 working day |
| Fix target for a fault | 5 working days | 3 working days | 2 working days if the service is down, 3 otherwise |
| Report | Quarterly | Quarterly | Monthly |
| Unused hours | Do not carry over | Carry over for 1 month | Carry over for 1 month |
Prices exclude VAT. Tibyan Labs is not currently VAT registered, so no VAT is charged.
Where hosting is in your own accounts (our usual approach for Care Plus and Care Systems), you pay the provider directly and there is no handling charge.
Flow Watch: for automations
£199 a month for up to five workflows (more by quote).
- Alerts when a workflow fails, acknowledged within 1 working day
- A fix or workaround within 2 working days as a target
- A monthly review of the run logs
- Fixes when a connected service changes how its API works
- A monthly check of 20 AI outputs against the evaluation set, for workflows with AI steps
- A monthly report
- 2 hours included each month
AI usage fees are paid on your own account, or passed on at cost.
Term: 6 months, then 60 days’ notice.
Development retainer
For organisations that want steady improvement to a system we built: new features, new modules and small automations.
| Build Hours 12£1,650 a month | Build Hours 24£3,000 a month | |
|---|---|---|
| Price | £1,650 a month | £3,000 a month |
| Hours | 12 a month | 24 a month |
| Start time | Within 5 working days of a written brief | Within 5 working days of a written brief |
| Unused hours | Carry over for 1 month | Carry over for 1 month |
| Term | 3 months, then monthly on 30 days’ notice | 3 months, then monthly on 30 days’ notice |
Prices exclude VAT. Tibyan Labs is not currently VAT registered, so no VAT is charged.
We take on a small number of retainers at a time so they never crowd out the work we have promised.
The terms in plain words
- Minimum term: care plans run for a minimum of 6 months, then roll on quarterly. You can stop at the end of any quarter after that.
- Paying annually: pay for a year up front and you get one month free, so 12 months cost the price of 11.
- Working hours: Monday to Friday, 9am to 5pm UK time, excluding bank holidays. There is no out-of-hours or weekend cover.
- Response and fix times are targets, not guarantees. We report against them.
- Extra hours: £140 an hour in 30-minute blocks. Anything over an hour is agreed with you in writing first.
- Not included in any plan: new features and redesigns (use the retainer or a package), writing content, SEO and marketing, software we did not build, and recovering data after an accidental deletion beyond what the restore tests cover.
Our commitments: Fixed price, discovery that delivers what it lists, 30 days of fixes after launch, and no lock-in. Read them, with their limits.
Prefer to run it yourself?
A care plan comes with every system we host. If you would rather host and maintain it yourself, choose the Handover Pack (£750): documentation, transfer of the code repository to your account, and a one-hour walk-through for whoever will look after it.
Questions
Do I have to take a care plan?
Every system we host has one, because we will not host software that nobody is responsible for. If you do not want one, take the Handover Pack and run it yourself or with another supplier.
What counts as a fault?
Something we built not working as it did at launch. A request for something new is an improvement, which comes out of your included hours or the retainer.
What happens to unused hours?
On Care Basic they do not carry over. On Care Plus and Care Systems they carry over for one month.
Can I move up or down a plan?
Yes, at the start of a quarter. If you use more than 90 percent of your hours twice in a quarter, we will suggest the next plan up, and you can say no.
What is in the report?
Uptime, the work done, hours used against the plan, any risks we have noticed, and one recommendation.
Further reading: What should a website care plan include?
Ask about a care plan
Tell us what you have and what it runs on. Every genuine enquiry gets a reply by email within two working days.
Prefer email? Write to hello@tibyanlabs.com.
Printed from tibyanlabs.com/services/care-plans. Page last updated 10 November 2026.