1. How to contact support
Email [email protected] with a clear description of the issue, the page or screen affected and screenshots where possible.
2. Response times
Unless your support plan states otherwise, we aim to acknowledge requests within one working day (Monday to Friday). Resolution time depends on the issue. Specific response times, if purchased, are listed in your plan.
3. Launch warranty
For 30 days after launch we fix defects in the agreed deliverables at no charge, as described in our Terms & Conditions.
4. What support covers
- Fixing defects in what we delivered
- Help using the admin area or delivered features
- For maintenance plans: updates, security patches, backups, monitoring and small changes within the plan allowance
5. What is not covered
New features, redesigns, content writing, problems caused by third-party changes or unauthorised edits, and issues with services we do not control. We can quote these separately.
6. Emergencies
If your site is down, put "URGENT" in the subject line. We will prioritise it, though out-of-hours coverage is available only if included in your plan.