Need a hand?

— FAQ

Before you write to us.

• How fast will you reply?+

  Within 24 hours on business days, whatever urgency you pick. The urgency field decides the order things are worked on, not whether we answer — critical issues are looked at the moment we see them, and low-priority questions still get a real reply the same week.

• What counts as critical?+

  Your site or app is down, checkout is failing, customer data is exposed, or you have lost access to something you need right now. If money or data is actively at risk, mark it critical and call us as well — email is not the fastest way to reach a person.

• Can you help if another agency built my site?+

  Yes. We take over existing projects regularly, including ones on platforms we would not have chosen. We will tell you honestly what is fixable, what needs rebuilding and what it costs before doing any work.

• Is support included in my project?+

  Every project includes a warranty period for anything we built that is not working as agreed — that is not billed, and you do not need a support plan to use it. Changes, new features and work on things we did not build are quoted separately.

• I need a copy or deletion of my data (GDPR).+

  Choose "Data privacy request" as the request type and tell us what you need — a copy of what we hold, a correction, or deletion. We respond within 30 days as the GDPR requires, usually much sooner. Our privacy policy lists exactly what we store.

• I cannot get into the Client Portal.+

  Access codes are tied to your email address, so there is no password to reset. Pick "Portal / account access issue" here and we will resend your code, usually within the hour on a business day.