How can we help?

We respond to all support requests within one business day. Critical production issues are triaged within 4 hours during Australian business hours (AEST). If you have an active support agreement, response times are defined in your SLA.

Yes. Every project includes a 30-day warranty period for bug fixes after launch. Beyond that, we offer monthly support agreements covering maintenance, monitoring, security patching, and priority access to our engineering team. Support tiers range from basic (business-hours email) to premium (24/7 with dedicated Slack channel).

The more detail, the faster we can help. Include: a clear description of the issue, steps to reproduce it, the environment (staging vs production), any error messages or screenshots, and when the issue started. For performance problems, include the affected URL and approximate traffic volume.

Yes, with caveats. We regularly take over maintenance and improvement of existing codebases. We will need access to the source code and infrastructure credentials to assess the current state. We will provide an honest assessment of the codebase health and a clear scope for any remediation work before committing.

For clients with active support agreements, critical production issues trigger our incident response process: triage within 4 hours, root cause analysis, and a fix or workaround deployed as fast as possible. We communicate status updates through your preferred channel (Slack, email, or phone) until the issue is resolved.

Support agreements typically cover: bug fixes for delivered software, infrastructure monitoring and alerting, security patch management, dependency updates, performance monitoring, and a defined number of hours per month for minor enhancements or configuration changes. Large feature work is scoped separately.