Support: a person who answers, not a ticket form
Someone answers when something breaks, within agreed response times
You are never stuck waiting on an email that never comes
Support is judged on one day a year — the one where something breaks in the middle of a delivery.
What you get
Response times in writing
You know how long a reply takes, at each level of urgency. It is not a vague promise.
You talk to whoever built it
No three levels of escalation. The person who replies already knows your system.
The channel you already use
WhatsApp, email or phone. We do not ask you to learn a portal in order to report a problem.
Repeat problems go away
What breaks three times is not fixed a third time — the cause is removed.
How it goes
When you report it
We confirm receipt and agree the urgency with you. We do not decide alone how serious your problem is.
Urgent — within the hour
A stopped flow that is blocking delivery or invoicing. We start immediately and keep you posted.
Normal — same working day
Something works wrongly but there is a workaround. Fixed the same day or first thing the next.
Monthly — what recurred
We review what broke more than once and propose removing the cause, not another repair.
What you own
- One contact who can describe the problem
- The access needed to diagnose it
- The call on fixes that change your process
What we own
- A reply within the agreed times
- Diagnosis and repair
- The monthly report on recurring problems
How it is priced
Monthly retainer, priced by systems covered and the response times you choose
Related services
Frequently asked questions
- How is this different from the managed service?
- Support reacts when you report something. The managed service watches the systems continuously and usually catches the problem before you do.
- Do you cover weekends?
- As an option, yes — if your business runs at weekends it makes sense. It costs more, and we say so upfront rather than in the invoice.
- What is not covered?
- New functionality. If you want the system to do something it does not do today, that is delivery, not support — and we will say so plainly.
- What if the problem is with an external supplier?
- We diagnose it and tell you plainly where it sits. If we can work around it until they fix it, we do.
- Can we get support for systems someone else built?
- Sometimes. It depends how well documented the existing work is. We look first and tell you honestly whether we can.