Post-Launch Website Support Options with Your Web Designer
Welcome to the Confident Client Series. I‘m Meg, a Squarespace web designer and search engine optimization (SEO) specialist, and I like to think of myself as your Confidence Catalyst for this journey.
This series is all about helping you make confident, informed decisions about your website so you can bridge the gap between your expertise and your online presence and show up confidently online.
In this installment, I am talking about post-launch website support and what happens after you launch your website with a web designer. Your website launch day is exciting, but it is not the end of the story. It is really the start of a new phase in your website journey.
In this post, I walk you through:
What to expect in your post-launch support period
How training typically works so you can manage your own site
Common ongoing support models after that initial window
What is worth paying for and what you can handle yourself
When to bring your designer back in for expert help
Key questions to ask about post-launch support before you hire a designer
By the time you finish reading (or watching), you’ll know exactly what to expect after your site goes live.
If you prefer to watch or listen, you can follow the series on my YouTube channel.
What You'll Learn in This Article
Post-Launch Is Not The End, It Is The Start Of A New Phase
A lot of people worry about what happens after the website launch when their site is live and they are suddenly on their own. That worry is valid. Your website is an important part of your business, and you do not want to feel stranded with something you do not feel ready to manage.
Here is the good news. A good professional designer is not just going to hand you the keys and disappear. You should not be left high and dry and confused.
Most designers will offer you some combination of:
A post-launch website support period
Training on how to use and update your site
Documentation or guides
Options for ongoing support after that initial window
The details will vary from designer to designer, but you should always be left with something that helps you feel supported in this new phase for long-term success.
Your Initial Post-Launch Website Support Period
Most designers build a post-launch website support period right into their website packages. Think of this like a short warranty period for your site.
For many designers, this looks like around 30 days of complimentary support after your site goes live. Some will offer a few weeks instead, but the idea is the same.
During this time, your designer is there to help you get your feet under you.
What The Support Period Usually Covers
During this support window, you can typically expect help with things like:
Bug fixes or technical issues and errors
Fixing anything that is not working as it should
Answering questions as you start clicking around behind the scenes
Helping you figure out how to do specific tasks on your site
The focus is on ensuring everything works as intended based on what you launched with, and helping you feel more comfortable inside your site.
This period is not usually meant for big new changes, extra features, or feature requests that were not part of your original project.
You can think of it this way:
✔️ Covered: Fixing broken links, adjusting something that is glitchy, clarifying how to update a section
✔️ Covered: Answering “how do I update this?” questions so you can manage things yourself
❌ Not covered: Adding a whole new page or offer that was not in the original scope
❌ Not covered: Redesigning sections or adding brand new functionality
The goal is to support what you already launched, not to start a second project.
Why This Support Window Matters
This support period matters because it gives you a safe space to ask questions while everything is still fresh. You can click around, try some updates, and know that if you break something or get confused, you have a direct line back to your designer.
It also helps your designer make sure their work is performing the way it should out in the real world, not just in their own browser.
Ask about your designer's availability and response times during this post-launch website support period. If a designer does not offer any kind of post-launch website support at all, that is something you will want to ask about and understand before you sign on.
Training Options To Help You Take Control Of Your Site
A big piece of feeling confident after launch is knowing how to handle CMS training and updates for your site. Designers handle this in different ways, but there are some common approaches you can expect.
Live One-On-One Training Sessions
Many designers offer a live training session, usually through a screen sharing call.
This is often:
A one-on-one call
Around 60 to 90 minutes long
Focused on the specific way your site is set up
In this session, they will typically walk you through:
The basics of updating your site
How to use the admin settings and handle basic content updates
How to swap out images
How to add blog posts
How to manage your services or products pages
If your site includes anything special, like:
A particular type of software
Custom code
Plugins and integrations
your designer should cover how that works too.
Most designers will also record this training call and give you the recording. That way, you can refer back to it later when you forget where a certain setting lives or how to do a specific task.
In my own process, I do a lot of this training during our launch call on launch day itself, then hand over the recording as part of my post-launch support resources hub.
Video Tutorials, Guides, And Resource Libraries
Not every designer does training in the exact same way. In addition to, or instead of, a live training call, some designers will also offer:
Custom video tutorials recorded specifically for your website
PDF guides that walk you through key tasks
Course-style tutorial libraries or step-by-step documentation
Most of the time, you will see a mix of these options.
For example, a designer might:
Host a live training session at launch
Provide a library of written guides
Add short videos for any special features or custom setups on your site
The idea is to give you the tools you need for effective content management and day-to-day updates without feeling lost.
Ongoing Support Models After the Initial Period
Once that initial support window closes, you still have options if you want backup from your designer.
This is where ongoing support models come in. These options often build strong client relationships through long-term partnerships. Here are the most common ones you will see.
Retainer Packages
Retainer packages are a popular option if you know you will need ongoing help.
With a retainer package:
You pay a monthly fee
You get a set number of hours per month
Your designer uses those hours for updates, tweaks, technical support, website optimization, speed and performance improvements, or even strategic guidance like data analysis
This works well if:
Your website needs regular updates
You want priority access to your designer
You would rather hand off tasks instead of DIYing them
You need help ensuring compliance and web governance
Typical ranges your designer might quote:
Roughly $200 to $500 per month for many retainers
Some can go higher, into the thousands, depending on what is included and how much access you get
The exact setup will depend on your designer, so if this sounds appealing, it is something to talk about directly with them.
A La Carte Or Support Ticket Style Help
Another common model is more of an a la carte support menu.
In this setup:
You reach out whenever you need help often through a support ticket request
The designer quotes you for that specific task
You pay either a flat fee for the task or by the hour
This usually works well if:
Your site is fairly static most of the time
You only need occasional help
You want flexibility instead of a monthly commitment
Hourly rates often fall somewhere in the $50 to $150 per hour range, depending on the designer and how they structure their support.
Annual Website Maintenance Packages
Some designers offer annual website maintenance packages.
These work similarly to retainers, but instead of paying monthly, you:
Pay once per year for an annual subscription
Typically receive more value than a month-to-month plan, since it is a longer-term commitment that includes security updates, website monitoring, and even legal compliance checks
This model can be a good fit if you know you want someone to keep an eye on your site over the long term, you value preventative care and proactive maintenance, and you like the idea of bundling that into one yearly investment for website uptime peace of mind.
DIY With Email Support
There is also a lighter-touch option that some designers offer, which is basically DIY with email support.
In this setup:
You keep doing your own updates
You can email your designer questions
They reply by email within a certain timeframe, often 24 to 48 hours
You are still in charge of making the actual changes, but you get expert guidance and reassurance when you are not sure about something.
This option is less common after your complimentary support period ends, because while most designers don’t mind answering a quick question here and there, support takes time and should be compensated.
Quick Comparison Of Common Support Models
Here is a simple comparison of the models I just walked through, based on what I commonly see designers offer:
| Support Model | How It Works | Typical Cost Range | Best For |
|---|---|---|---|
| Retainer package | Monthly hours for updates and support | About $200 to $500+, varies | Frequent updates and priority access |
| A la carte / support call | Pay per task or per hour as needed | About $50 to $150 per hour | Occasional help without a monthly commitment |
| Annual maintenance | Prepaid yearly subscription for ongoing care | Varies by designer | Long-term peace of mind with a yearly plan |
| DIY with email support | You do the work, designer answers questions by email | Varies, usually lower cost | Confident DIYers who want a safety net |
Choosing The Right Support For You
So what is worth paying for in website maintenance, and what makes sense to do yourself? Choosing the right support is essential for business growth, and that really depends on you, your business, and how you like to work.
Some people are very comfortable inside the backend of their site and only need minimal help. Others would rather stay far away from tech and hand off as much as possible.
Here is how I typically see it break down based on what I talked about in this episode.
When A Retainer Might Make Sense
A retainer can be a great fit if:
Your website is central to your business operations
You change or update content frequently
Your services shift often
You are blogging or publishing new content on a regular basis
You do not have the time or desire to DIY
You also probably value priority access to your designer and like knowing that when you hand something off, it will get taken care of.
When A La Carte Support Fits Better
A la carte support might work better if:
Your site is fairly static most of the time
You are comfortable handling basic updates yourself
You only occasionally need expert help
You want flexibility without a monthly or annual commitment
You still have backup when you need it, but you are not paying for support every month if you rarely use it.
When Annual Maintenance Is The Right Choice
Annual maintenance packages make sense when:
You want complete peace of mind that your site is being looked after
You value proactive maintenance more than reactive fixes
Instead of waiting for something to break, you like knowing someone has a long-term eye on things. This helps maintain a smooth user experience (UX).
What You Can (And Probably Should) Learn To Do Yourself
Squarespace, and similar platforms, are designed so that you can handle your own content management for most of your day-to-day tasks, especially after a solid CMS training and updates session with your designer.
After training, you should reasonably be able to perform content updates such as:
Update text on your pages
Swap out images
Add and manage blog posts
Update your services or products pages
Maintain your contact forms
Add new basic pages when you need them
If, after training, you still feel like you cannot handle any of these basics, that might be a sign that:
The training you received was not very clear or thorough, or
You simply do not want to be doing this kind of work, which is valid too
In that case, you may want to consider more ongoing support, or a setup where your designer handles more of these tasks for you.
When To Call Your Designer For Expert Help
There are also times where bringing your designer back in is the right move, even if you are comfortable with the basics.
You will want to call on your designer or web developers when you are dealing with things like:
Technical issues and errors
Custom code that requires more advanced skills
Security updates
Major changes that impact site speed and performance
Major design changes that significantly alter the user experience (UX)
Updates that affect your overall search engine optimization (SEO) strategy and search engine rankings, if they offer SEO support
Plugins and integrations
If it feels major, such as during major website optimization efforts, if it affects the structure of your site, or if you simply do not feel confident, that is a good time to reach out.
Questions To Ask Your Designer About Post-Launch Website Support
You do not need to guess at what your post-launch experience will look like. You can ask clear questions about it right at the beginning, during your discovery call or consultation. This process helps build strong client relationships from the start.
Here are some questions I recommend asking before you hire a designer:
What is included in your post-launch support, and how long does that support period last?
What kind of training do you offer, and in what formats? (Live call, video tutorials, written guides, or a mix.)
What ongoing support options do you offer after the initial post-launch period is over?
What are your typical response times for support requests?
What tasks should I be able to handle myself after training, and when should I reach out to you instead?
Do you offer priority support for clients who are on a retainer?
Do you employ specialist web developers for post-launch issues?
If you want to go deeper on this, I also have an entire breakdown of 10 key questions to ask before hiring a web designer, which expands on this topic and helps you feel prepared for that first conversation: Key questions to ask before hiring a web designer.
Key Takeaways And Next Steps
The big takeaway here is that a good professional designer wants you to feel empowered and confident managing your site on your own, but they also want to be available when you need expert help.
Designers put a lot of time, effort, and heart into building your website. We take pride in that work, and we want to see it maintained with ongoing website maintenance, supported, and continuing to perform well for long-term success long after launch.
You should not feel abandoned when your website launches, but you also should not feel like you are 100 percent dependent on your designer for every tiny update. The goal is to find that sweet spot where:
You handle the day-to-day basics with confidence
You have clear options for post-launch website support when you want backup
Now that you have a clear picture of what happens after you launch your website with a web designer and how ongoing support often works, the next installment in this series is all about red flags and green flags to watch for when you are hiring a designer in the first place.
You may also find these articles helpful:
