Website support, included in the price

How support works

The process is as simple as it gets. Have a change, question, or problem? Submit a ticket through your client portal or write to us through the contact form on our website. Every request is logged and tracked, so nothing falls through the cracks.

During business hours, we respond quickly, usually within an hour or two. Outside of business hours, you can expect a response within 24 hours. If something urgent is broken, we handle it as a priority regardless of the time of day.

Ticket system through the client portal

Every client gets access to a client portal where they can submit support requests. The portal lets you track the status of every request, review the history of previous tickets, and have everything in one place.

Submitting a ticket takes less than a minute. Describe what you need, attach a screenshot if necessary, and send it. You get back to your work, and we'll get back to you when it's done. No waiting on the phone, no re-explaining the issue to a third person.

Ways to get in touch

Choose whichever channel works best for you. Every request ends up in the same place and gets the same priority, regardless of how you sent it.

What's included in support

Minor website changes are part of the support and come at no extra charge. These include things like updating text, swapping out images, fixing bugs, or adjusting content. The goal is to keep your website accurate and up to date without you having to worry about costs for every little thing.

What requires a separate arrangement

If you need something bigger, like a completely new section, an additional page, or new functionality (e.g., a booking system, online store, multilingual support), that's handled separately since it requires more time and planning. We'll always clearly explain the difference before we start working.

Technical maintenance

Your website runs on reliable infrastructure with Cloudflare protection, an SSL certificate, and regular security updates. Occasionally, server maintenance is needed. When scheduled maintenance is planned, we'll notify you in advance. We work during late-night hours when your website has the fewest visitors, so the impact is minimal or nonexistent.

In practice, your website is available 99.9% of the time. Outages are rare and brief. Read more about hosting and technical infrastructure on a dedicated page.

Support after the first year

Every package includes one year of support, hosting, and a domain. After that year expires, we offer maintenance packages for clients who need long-term support. These packages include continued hosting, technical support, security updates, and regular performance checks.

We'll discuss the details as you approach the end of your first year, so you'll have plenty of time to decide. No automatic renewals, no fine print. Read more about maintenance costs in our website maintenance cost guide.