Evidence guided and outcome driven
We use research and experimentation to help teams prioritise what matters most – reducing risk and accelerating value creation.
SLA-backed support for business critical web estates
We provide SLA-backed post-launch support for business-critical websites built on Optimizely and Umbraco – ensuring your services continue to run smoothly, securely and at peak performance
The value of our support and aftercare
Protect your investment and ensure consistent performance
Our support and aftercare services are designed to minimise downtime, reduce risk and ensure long-term platform stability.
Reduce downtime and risk
Our SLA-backed response and resolution times ensure critical issues are addressed quickly and effectively minimising disruption and reducing risk.
Improve platform stability
Through regular code audits, performance checks and active monitoring, we help you avoid issues before they occur.
Stay up to date and secure
We manage Optimizely and Umbraco upgrades to ensure your website stays secure, fully supported, and benefits from the latest features and improvements.
Our support and aftercare services
Platform upgrades
We manage ongoing CMS and DXP upgrades, including major version changes, security patches and feature enhancements. Our upgrade process is fully version-controlled and tested in staging before deployment – minimising risk and downtime.
For Optimizely, this includes support for both CMS and Commerce pipelines; for Umbraco, we manage .NET compatibility and dependency updates.
Bug fixing and issue resolution
We offer structured helpdesk support, backed by an SLA framework. Issues are logged, triaged and resolved based on priority – ensuring bugs and regression are swiftly handled.
Our team works closely with content owners to reproduce, investigate and fix problems across front-end, back-end and platform integrations. All activity is tracked in our shared ticketing system for full transparency and monthly service reporting.
Security monitoring and remediation
We implement and maintain secure-by-default configurations, apply recommended security headers, and monitor for common vulnerabilities and exposures.
In the event of a threat, our team can rapidly investigate and apply patches, harden configurations, and provide post-incident reporting. We can also conduct periodic penetration testing via trusted partners if required.
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Experts in digital experience platforms
As long term partners of Optimizely, Umbraco and other enterprise platforms, we offer unmatched expertise in the design and delivery of business critical websites and digital services.
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Built on partnership and trust
We act as a strategic extension of our clients internal teams, collaborating closely and sharing our expertise to build long-term value together.
Following a competitive tendering process as part of our Digital First Transformation project, we appointed DotCentric as our website agency partner. From undertaking user research and analysis, to design and integration with a new CRM and e-commerce platform, DotCentric have provided a first-class service and client experience.
It was an absolute pleasure working with DotCentric. From the initial discussions about our project, to the discovery phase where we fleshed out the requirements, to the implementation phase, the DotCentric team were engaged, proactive, honest and helped us make better decisions based on their knowledge and skillset.
We were really impressed with how DotCentric took the time to fully understand our organisation, our members, what we do and how we work. This ensured that we were all aligned in what we wanted to achieve and worked efficiently together as one team.
It is important for our technology partners to be committed to user-centric practices (user research, prototyping, usability testing) and agile methodology. The DotCentric UX team got to grips with a complex set of needs and drivers and in a short period, they generated the user insight, prototypes and design assets we needed to progress to build.
The team at DotCentric have been integral in helping us to identify opportunities to improve the user experience for our members and have been an invaluable partner in continuing to improve our digital experience.
I have found the knowledge, expertise and guidance offered to Karndean to be of the highest standard. DotCentric have shown an aptitude to fully understand our business and the markets in which we operate.
Approaching DotCentric completely changed our idea of what we needed as they were able to think outside the box and present us with a range of solutions to solve our challenges.
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Working with us
Ready to move things forward?
Whether you’re seeking deeper insights into user behaviour or looking to strengthen your technology foundations, we’ll help you connect the dots by bringing together the right people, processes and platforms to deliver measurable value.
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