// support

Support with a response time you can hold us to

Every product licence includes support. The plans below decide how fast we answer and how much we take off your hands — no vague promises about “dedicated” anything.

Support plans

Included

Comes with every product licence

48 hoursfirst response

Email

  • Installation help
  • Bug fixes for the licensed product
  • Product updates for the licence period
  • Documentation access
Included with purchase
Most chosen

Priority

For teams running it in production

12 hoursfirst response

Email + WhatsApp

  • Everything in Included
  • Configuration and setup guidance
  • Minor customisation requests
  • Direct line to someone who knows your setup
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Managed

We keep it running, you don't think about it

4 hoursfirst response

Email + WhatsApp + scheduled calls

  • Everything in Priority
  • We apply and test updates for you
  • Monitoring with proactive alerts
  • Monthly health check report
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// covered

What support covers

  • Getting the product installed and running in your environment
  • Bugs — anything where the product doesn't do what it says
  • Product updates released during your licence period
  • Guidance on configuring it for your setup (Priority and above)
  • Applying and testing updates for you (Managed)
// not covered

What it doesn't

  • Building new features into the product — that's quoted separately
  • Problems caused by other software on your site or system
  • Work on parts of your project the product doesn't touch
  • Third-party platform outages, which nobody can fix from outside

Anything in this column is still something we can do — it's just quoted as work rather than absorbed into a support plan. We'd rather draw that line clearly than argue about it later.

// raising a request

How to get help fast

The difference between a same-day fix and a three-day back-and-forth is almost always the first message.

01

Email us with your licence

Send it to [email protected] so it lands in the right queue immediately.

02

Tell us how to reproduce it

The exact steps, what you expected, what happened instead. Screenshots help more than descriptions.

03

We confirm and fix

You get an acknowledgement within your plan's response time — with a real answer, not a ticket number.

// faq

Support questions

If the product doesn't do what it says it does, that's a bug and it's covered. If you want it to do something new, that's a customisation — we'll quote it, and on Priority and Managed plans small ones are often included.
Product support covers the product. If you want us looking after the whole site or application, that's our maintenance service — same response times, wider scope.
Response times are stated in working hours, and we work with clients across time zones. If you need genuine round-the-clock cover, tell us and we'll scope it honestly rather than pretending our standard plan is that.
The software keeps working. What stops is updates and support until you renew. Nothing gets switched off on you.
Yes, at any point. If a project turns serious and 48 hours stops being fast enough, moving up is a message, not a renegotiation.
Email [email protected] with your licence details and what you're seeing. Screenshots and the exact steps to reproduce it get you a fix considerably faster.
// support

Need a faster response time?

Tell us what you run and how urgent it is. We will suggest the plan that fits, even if that is the cheapest one.

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