The verdict in three sentences
A maintenance retainer protects the investment made in your website after launch: security, uptime, fixes and small enhancements. In Toronto in 2026, the monthly budget ranges from CAD 130 (basic brochure package) to CAD 650 (critical B2B site with a strict SLA). The right level is chosen by comparing the cost of downtime against the premium of a more responsive SLA.
Hours package or time-and-materials: which to choose
Two models coexist. The hours package includes a monthly volume (say 2 h), rollover or not; beyond that, hours are billed at the catalogue rate. Time-and-materials bills only consumed time, more flexible but less predictable. For a B2B site with regular updates, a package secures the budget.
| Service level | Monthly price | Included hours | Restoration SLA |
|---|---|---|---|
| Essential | CAD 130-220 | 1 h | 72 business h |
| Standard | CAD 220-360 | 2-3 h | 24 business h |
| Business | CAD 360-500 | 4-5 h | 8 business h |
| Critical | CAD 500-650 | 6-8 h | 4 h (7 days) |
| Ad-hoc T&M | CAD 0 + 120-170/h | 0 | best effort |
What's included vs billed extra
A common misunderstanding concerns scope. The retainer covers keeping the site operational, not major new features. Clarifying that boundary in the contract avoids friction.
| Service | In retainer | Billed extra |
|---|---|---|
| CMS security updates | Yes | -- |
| Backups & restore | Yes | -- |
| Bug fixes | Yes | -- |
| Uptime monitoring | Yes (Standard+) | -- |
| Small changes (< included hours) | Yes | -- |
| Major new feature | -- | Separate quote |
| Visual redesign | -- | Separate quote |
| Premium hosting | Option | CAD 35-110/month |
Mini case study
Sophie, web manager at a mid-sized distribution firm in Toronto, runs a B2B site generating about 40 leads/month worth on average CAD 420 in margin each. An untreated outage over 24 h costs her on average CAD 1,800 in lost leads. She moves from an Essential package (CAD 170, 72 h SLA) to a Business package (CAD 460/month, 8 h SLA). Annual premium: CAD 3,480. A single outage avoided per year repays that premium, and the responsiveness protects her reputation with professional buyers.
FAQ
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What maintenance budget should I plan for a B2B site?
Expect CAD 130 to 650/month depending on criticality. A brochure site with no transactions is fine on an Essential package; a site with a client portal or live catalogue justifies a Business package at CAD 360-500.
What does an 8 h SLA mean?
It's the maximum committed time to restore service after a report, excluding permanent resolution. A 4 h SLA 7 days a week costs more because it requires on-call staff, hence the Critical tier up to CAD 650.
Do unused hours roll over?
It depends on the contract. Many packages don't roll hours over to smooth the vendor's workload; others allow a 1-to-2-month rollover. Check before signing.
Can a retainer be cancelled easily?
Yes, most contracts have a 1-to-3-month notice period. Prefer an annual commitment with short notice over a no-commitment contract at a higher hourly rate.
Should hosting be included in the retainer?
Not mandatory but recommended: managed hosting at CAD 35-110/month makes it easier to meet the SLA because the vendor controls the infrastructure.
Let's scope your project. Tell us your site's criticality, traffic volume and desired SLA: we size your maintenance retainer at the right price. Detailed quote within 48 h. WhatsApp +221 77 596 93 33.
Mohamed Bah
Fondateur, Kolonell
Passionate about digital and entrepreneurship in Africa, Mohamed has been helping Sénégalese businesses with their digital transformation since 2020. Founder of Kolonell, he believes every SME deserves a professional and accessible online présence.
