A person, not
a ticket number.
Software does not stay finished. Things expire, break, and quietly stop working.
Someone who already knows your system is easier to call than someone you have to explain it to.
Nothing breaks
on a good day.
It breaks during a campaign, on a holiday, or the week your biggest client is looking. That is when the difference between a contact and a contact form shows.
An engineer who already knows how your system is built. No queue, no first-line agent reading from a script, no explaining your setup from the beginning to somebody who has never seen it. You write, and the person who answers can already picture the code.
The quiet work
that keeps it alive.
Most of this you will never notice, which is the point. You notice it only in the months where nothing goes wrong.
Written down,
so you can hold us to it.
A promise without a number is not a promise. These are in the agreement, not just on this page.
If we miss a response time we say so and credit the month. We would rather lose a fee than have you stop believing the number.
Monthly. Cancel
when you like.
No twelve month lock-in. If we are not earning it, you should be able to leave, and that keeps us honest.
Care
A site that mostly sits still and simply has to keep working.
- Updates, patches and monitoring
- 2 hours of changes a month
- Response the next working day
- Monthly written note
- Unused hours roll over 3 months
- No out-of-hours response
Priority
A system your business actually runs on, with customers using it daily.
- Everything in Care
- 8 hours of changes a month
- Response within 4 hours, 1 hour if down
- Out-of-hours for outages
- Security review each quarter
- A named engineer you deal with
Embedded
You want engineering capacity every week without hiring for it.
- An agreed share of our week, every week
- You set the priorities
- Response within 1 hour, any day
- Hosting and monitoring included
- Planning sessions whenever useful
- Same people throughout
Hours are for work you ask for. Fixing something that broke is never taken out of them, because that would make us slower to admit a problem.
The things people
actually ask.
Do you support sites you did not build?
Yes, after a free audit. We need to know what we are taking responsibility for. If we find something we cannot support honestly, we tell you before you pay anything rather than discovering it during an outage.
What happens to hours I do not use?
They roll over for three months. We are not trying to profit from a quiet quarter, and you should not feel pushed to invent work in the last week of the month.
What counts as a fix and what counts as a change?
If something used to work and stopped, it is a fix and it is free. If it never worked that way and you want it to, it is a change and it comes out of your hours. Borderline cases go in your favour, and we would rather lose the argument than have you hesitate before writing.
Can I get support without hosting with you?
Yes. Most of what matters is access, not ownership of the server. If your current host makes support genuinely difficult we will explain exactly why and let you decide.
Who do I contact?
Your engineer directly, by email or chat, whichever you prefer. Not a shared inbox, not a form. Out of hours on Priority and above there is a number that reaches a person.
What if I need to leave?
Thirty days notice and we hand over everything: code, data, configuration and the notes we kept while working on it. No exit fee. A retainer should be something you keep because it is worth it.
Send us a URL.
We'll tell you what hurts.
The free audit is also how a support agreement starts. It tells us what we would be looking after, and tells you whether it needs looking after at all.