Support & maintenance
Support Monday to Saturday, 9:00 AM - 10:00 PM.
Six days a week, thirteen hours a day, you can reach a person who knows your system. Report a problem on WhatsApp and we start looking at it. Urgent breakages go to the front of the queue.
The promise
What we are actually promising
Support is where most software relationships fail. The build goes fine, then the developer moves on, replies slow down, and small problems sit unfixed until they become large ones. We built our support around avoiding that.
- Support is available Monday to Saturday, 9:00 AM - 10:00 PM.
- You reach a person, not a form that generates a ticket number and silence.
- Urgent problems are prioritized over scheduled development work.
- You get told what is happening and when to expect a fix, including when the answer is that it will take a while.
- Outside support hours, messages are picked up at the start of the next working period.
Honesty note
We do not publish guaranteed response times in minutes on this page, because a number we cannot honour every single time is worse than no number. If your business needs a formal, contractual response guarantee, we can agree one in writing as part of a maintenance agreement. Ask about it on the call.
Fast fixes
What "fast fixes" actually means
Fast fixes is not a slogan here, it is a way of ordering the queue. When you report something, we do three things.
We triage by business impact, not by order of arrival.
Anything that stops customers buying, stops your staff working, or puts data at risk goes first. A cosmetic issue on an internal page does not jump ahead of a broken checkout, and neither waits weeks.
We tell you what we found and what we are doing.
Some bugs are a five-minute fix. Some are a symptom of something larger. You get told which one you have got, in plain language, along with a realistic timeframe. We would rather give you an inconvenient honest estimate than a comfortable wrong one.
We fix the cause where we can, not only the symptom.
A quick patch to get you trading again is often the right first move. But we come back to the underlying cause so the same thing does not return next month.
| Level | What it covers | How we treat it |
|---|---|---|
| Urgent | Site or app down, checkout or payments broken, data loss or security risk, staff blocked from working | Work starts as soon as it is reported during support hours, ahead of everything else |
| High | Major feature broken with a workaround available, significant performance degradation | Prioritized within the current working period |
| Normal | Non-blocking bugs, small changes, content and product updates | Scheduled and confirmed with you |
| Planned | Improvements, new features, larger changes | Scoped, quoted, and booked into the schedule |
Coverage
What ongoing maintenance covers
Monitoring
Uptime and performance monitoring so we know a system is down before your customers tell you. Alerts route to the team, and we investigate rather than logging it for later.
Backups
Automated backups of databases and files, with restore procedures that we have actually tested. An untested backup is a guess. We also document what is backed up, how often, and how far back it goes.
Security patching
Operating system, framework, plugin, and dependency updates applied on a regular schedule, with urgent security patches applied out of schedule. We test updates before they hit production wherever the setup allows.
Incident response
When something goes down, we investigate, fix, and then tell you what happened and what we changed to make it less likely to happen again. No vague reassurances.
Deployments and releases
Changes go out through a repeatable process rather than manual edits on a live server. Releases are boring, which is the goal.
Small changes and improvements
Content updates, product changes, tweaks, and minor features. The things that are individually trivial and collectively eat your week.
Health reporting
A regular summary of what was done, what was fixed, and anything that needs a decision from you. Frequency agreed with you at the start.
Getting help
Three ways to reach us
What helps us fix it faster
- What you were doing when it happened
- What you expected to happen, and what happened instead
- A screenshot or screen recording if you can
- Whether it affects everyone or just one user
- When it started, and whether anything changed around then
Inherited systems
We support other people's code too
You do not have to have built with us to be supported by us. A lot of our maintenance work is on systems inherited from previous developers, sometimes with no documentation and no handover. We start by reading the code and the infrastructure, then give you an honest assessment: what is stable, what is risky, what needs attention now, and what can wait. You get that picture before committing to anything ongoing.
Need help now
Something broken right now?
Message us on WhatsApp. If it is within support hours, we will start looking at it. If you would rather talk about ongoing maintenance, leave your name and number for a free call.
- No cost, no obligation, no contract at the end of it.
- We use your number for this call and nothing else.
- Calls and support: Mon-Sat, 9:00 AM - 10:00 PM IST.
Prefer to talk right now instead?
Chat on WhatsApp