Support & SLAs
A ticket system, a named contact who knows your site, response times in writing, and an emergency line for the plans that need one. Support is the part of our work you will use most often, so we designed it to be pleasant.
What you get
- A ticket system with email and portal access, so requests are tracked, not lost
- A named contact for your account who knows your setup and your history
- Response times per plan, in writing: from next working day to one hour
- An emergency line, on the plans that include it, for outages at any hour
- Monthly time included for small requests, and clear quotes for anything larger
- A quarterly review call on larger plans: what happened, what is coming, what we suggest
How a request runs
You write, or call. We confirm receipt within the response time, tell you who is handling it and when to expect an answer, and close the ticket only when you say it is done. You can see every open and closed request in the portal at any time.
Support in your language
We support in English, German and Croatian, during Central European business hours as standard and around the clock for emergencies on the plans that include them.
Questions we hear often
What is an emergency?
The site or application is down or unusable for customers, or data is at risk. Everything else is handled at the plan's normal response time.
Do you support sites you did not build?
Yes, after a short onboarding where we document the setup and fix anything that blocks safe support.
What if we need more than the included hours?
We tell you before we exceed them, and you decide: use next month's, buy a block, or plan a project.
Support you will actually enjoy using
A person answers within one working day. No obligation.