Support

We build things and then we keep them running. Here is how that works.

Last updated: August 24, 2026

How Support Works

Support covers the software we built for you: keeping it working, fixing it when it breaks, and keeping its dependencies current.

We are a small team, which cuts both ways. You will not be routed through a call centre or explain your system to someone who has never seen it. You also will not get a 24/7 desk unless your agreement specifically includes one.

Reporting an Issue

Email [email protected] or use the contact form. To get to a fix faster, tell us:

What happened, and what you expected instead.
How to reproduce it. The exact steps matter more than anything else here.
When it started, and whether it is constant or intermittent.
Who is affected. One person, one account, or everyone.
Anything on screen, such as an error message, a screenshot, or a request id.

A vague report is not a problem, send it anyway. We would rather hear early and ask questions than find out from your customers.

How Quickly We Respond

These are targets, not guarantees. They apply during business hours: Monday to Friday, excluding US federal holidays. The clock starts when your report reaches us and runs only during those hours, so something sent at 8pm on Friday starts Monday morning. A signed support agreement can tighten any of this and takes precedence over this page.

Critical

Production is down, or data is at risk, and there is no way around it. We aim to respond within four business hours, update you regularly after that, and stay on it until service is stable. Call it critical if it is critical; we will not be annoyed.

Degraded

Something important is broken but there is a way around it. We aim to respond within one business day.

Normal

A bug that is not blocking anyone, a question, or a small change. We aim to respond within two business days and schedule the work.

Response means a human reads it and tells you what happens next. It does not mean the fix is already written, and we will not pretend otherwise. How long a fix takes depends on the cause, which we usually cannot know until we have looked, so we will tell you what we have found rather than promise a date we cannot stand behind.

You tell us how urgent something is and we take that seriously. If we think it belongs a tier lower, we will say so and explain why rather than quietly reclassifying it.

What Support Covers

Fixing defects in what we built.
Restoring service when something breaks.
Security patches and dependency updates that keep the system safe.
Small adjustments and configuration changes.
Questions about how the system works.

What Counts as New Work

This is the boundary that causes the most friction in the industry, so we would rather be direct about it. The following are projects rather than support:

New features and new screens.
Redesigns and significant changes to how something works.
Integrating a new third-party service.
Migrating to a new platform, or a major framework version bump.
Work on software we did not build.

When a request crosses that line, we will say so, explain why, and give you a cost before doing anything. We will never quietly bill a feature as a bug fix.

What We Cannot Promise

Two things sit outside support rather than beyond its price, and it is fairer to say so than to discover it during an incident:

Changes made directly to a live system by someone else. We will help you untangle it, but we cannot stand behind what we did not do.
Events outside anyone's control, such as a major cloud provider outage or an upstream network failure. We will work through one with you and keep you informed, but we cannot promise a timeline for someone else's incident.

When Something Goes Badly Wrong

If a critical issue is not moving, reply to the thread and say so plainly. It goes straight to the person doing the work, because there is no layer between you and us. If you are unhappy with how something was handled, tell us that too. We would rather fix the relationship than lose it quietly.

Keeping Things Running

Ongoing support is arranged per project. Some clients want an agreement with defined response times, others prefer to call us when they need us. Both are fine. What we will not do is disappear after launch and leave you holding something you cannot maintain.

Talk to us at [email protected] about what fits.