Support & Service Levels

You have a direct line to the person building your platform for the whole engagement. Questions raised on a business day get a same-day or next-business-day reply.

Every build includes a support window after handover, confirmed in your agreement. During that window we fix defects in what we built at no extra cost and walk you through running the platform.

• Platform down or payments failing: same business day
• A core feature not working as specified: within two business days
• Questions, walkthroughs and how-to requests: within three business days

Targets are response targets, not guaranteed resolution times, and apply on business days.

A defect is the platform not doing what your signed scope says it does. New features, content changes after handover, and issues caused by third-party outages or by changes you make yourself are not defects.

You own the platform outright and are free to run it yourself, hire anyone, or ask us. Optional ongoing care plans cover monitoring, updates, and a set amount of change work each month, quoted separately.

Payments, hosting, email and video services are operated by their own providers. When one of them is down we keep you informed and work around it, but we cannot commit to their uptime.

We do not publish a support inbox yet. Until one appears here, escalate anything unresolved on your call channel and we will confirm the path and owner in writing.