Solution
Technical support
When something breaks or a change needs careful hands, our support desk helps triage, fix and advise — with defined channels and severity, not a vague “ping us anytime” promise.
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Technical support
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Issues stall when there is no clear owner
Forms fail, webhooks miss events or a deploy behaves oddly. Without a support path, those problems bounce between freelancers and inbox threads.
A structured support relationship
We establish how you report issues, how we classify severity, what falls inside support versus a project, and how we communicate until resolution or a scoped follow-up.
What's included
- Ticketed intake via agreed channels
- Severity classification and response targets
- Bugfix and integration troubleshooting
- Guided configuration help for delivered systems
- Post-incident notes for material events
- Optional paired support + maintenance plans
Benefits
A known channel when production misbehaves
Faster triage because we know your stack
Honest split between support fixes and new feature work
Written outcomes so your team learns what changed
Process
- Confirm systems and access inventory
- Set support channel and hours
- Triage → reproduce → fix or escalate to project
- Close with summary and prevention notes when useful
Integrations
- Your production apps and admin tools
- Mollie, WhatsApp or chat vendors in your stack
- Monitoring alerts forwarded into support
Security & privacy
- Verified requester identity for privileged changes
- Time-bound elevated access when needed
- No casual production changes without a ticket trail
- Secrets rotated if exposure is suspected
Who it is for
- Clients running stores, automations or custom apps we built
- Teams that need more than “email the developer and hope”
- Businesses pairing support with a maintenance retainer
Not included
- Unlimited feature development under the support label
- Support for third-party tools we did not implement
- Guaranteed response in seconds or 100% uptime SLAs unless contracted
- On-site hardware or office IT support
Optional extensions
- Website maintenance retainer
- Conversion or performance investigation sprints
- Custom software enhancements
Frequently asked questions
- Is this the same as website maintenance?
- Maintenance is proactive care and small changes. Support is reactive help when something fails or needs guided intervention. Many clients combine both.
- What if the fix is really a new feature?
- We say so early, estimate it as a project and keep support capacity for true incidents.
- Do you support sites you did not build?
- Sometimes, after an audit. Legacy unknown stacks may need a paid discovery before we accept ongoing support.
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Interested in this solution?
Get in touch or request a no-obligation quote. We help you choose the right approach for your situation.