Premium Support
Managed support for your practice
More help with the day-to-day running of your website, from routine content updates to proactive accessibility support.
Premium includes everything in Basic Support, including hosting, security, technical support and training.
What Premium adds
- Routine website updatesProportionate, ad-hoc changes within fair usage.
- Priority helpdesk handlingFaster responses during normal business hours.
- Proactive issue resolutionOur team identifies and addresses website issues.
- NHS compliance supportActive support and guidance on relevant NHS requirements.
- Accessibility supportAn annual audit and ongoing support, with work aligned to WCAG 2.2 AA.
- A website refreshEvery three years, subject to eligibility and scheduling.
Your monthly SmartForms allowance
Up to 1
New SmartForm
Per calendar monthUp to 4 hrs
Existing-form changes
Per calendar monthUnused allowances do not roll over. The four hours apply only to changes to existing SmartForms; they are not a general content-update budget.
The allowance is for routine work and minor amendments. It does not cover bulk form creation, complex workflow redesign, triage pathways, multi-page journeys or form-related discovery work.
Under 3 hours average response. This is our published support response time during UK business hours. Premium requests receive priority handling. A response is not a promise that every task will be completed within three hours.
What counts as a routine update?
Small, occasional changes that keep your existing website current—for example, updating contact details, opening hours or a short section of existing information.
Premium is subject to fair usage. We consider the size, complexity, frequency and coordination involved across your requests. Extensive batches, significant content creation and ongoing programmes of work may need a separate project.
Requests that exceed fair usage or allowances may be deferred, reclassified as Project Work or charged at the current rate of £130 + VAT per hour, as set out in the Support Schedule.
How does the three-year website refresh work?
Eligibility runs from the go-live date of your most recent Tree View Designs website—not the date your Premium agreement started. A subsequent new build or major rebuild resets that date.
The refresh uses our then-current platform and design system. It may be delivered during the third year, with timing subject to our planning and capacity. Our team will contact you to confirm eligibility and discuss the process.
If you decline a refresh, the next opportunity may be deferred. Older systems may have limitations on features and ongoing support. See section 5 of the Support Schedule for the full refresh arrangements.
Can you help with PDFs and Word documents?
We favour web content where it is a suitable, more accessible way to present information. Premium may include help converting a short, simple document when the work is straightforward and proportionate.
The Support Schedule gives up to three pages as guidance only; this is not an automatic allowance. Even a short document can fall outside support if it needs complex formatting, interpretation or restructuring. Longer or more complex conversions are separate Project Work.
What needs a separate project?
Examples include large content libraries, bulk migrations, major navigation changes, complex form pathways, large accessibility remediation projects and programmes of work across practices or organisations.
We provide a written scope, estimate and timescale for Project Work. It will not begin without written approval.
Neither plan includes operating, configuring or troubleshooting third-party platforms, such as external consultation, booking, analytics, video or clinical systems.
Send your request to the helpdesk
Start a new email for each new issue. Include your practice name, the relevant page and a clear description of the change or problem. Requests are logged, prioritised and scheduled during normal business hours.
Helpdesk contact details and opening hours
Prefer to make some updates yourself? Premium also includes our learning resources and free group Microsoft Teams training.
Compare Basic and Premium · View current packages
Premium Support renews annually under your agreement. This page is a practical summary; the Support Schedule sets out the full service scope, allowances, exclusions and refresh arrangements.