The number you call is a person who knows your build
Most support is a form, an auto-reply, and a first response from somebody reading your system for the first time. Yours is a named engineer who was on the build, with an agreed response time and a monthly call whether or not anything broke.
Named engineer · Agreed SLA · Monthly review · No ticket roulette
One engineer, named at handover
Assigned when your build goes live, and they stay with your account. They wrote parts of your system, so the first question is never “can you explain your setup”.
Your engineer
Named at handover, and they stay on your account
- Worked on your build, not onboarded onto it afterwards
- Direct phone and WhatsApp, not a shared inbox
- Knows which modules are custom and why they were written that way
- Backed up by a second engineer briefed on your account
If it is not moving
Your engineer
Every ticket starts here, within the agreed response time
Engineering lead
Automatically, if a critical issue is unresolved after 4 hours
Founder
Automatically, if a critical issue is unresolved after 12 hours
Escalation is automatic. You do not have to ask for a manager.
Four severities, and what each one actually means
Response times mean nothing without a shared definition of urgency. These examples are in the contract, so nobody argues about which bucket a problem sits in.
Critical
30 minutes
The system is down, or data is at risk of being lost.
For example
- “Nobody can log in”
- “Payments are not being recorded”
- “Data appears to be missing”
High
2 business hours
A core workflow is broken for a whole team, with no workaround.
For example
- “WhatsApp templates stopped sending”
- “Invoice PDFs generating blank”
- “Leads not arriving from ads”
Normal
1 business day
Something is wrong, but there is a way around it for now.
For example
- “A report column sorts incorrectly”
- “An export is missing one field”
- “A reminder fires an hour late”
Request
2 business days
A change, a question, or something new rather than something broken.
For example
- “Add a field to the lead form”
- “Onboard a new branch”
- “Explain how a rule is firing”
What happens in a month when nothing goes wrong
Maintenance is mostly invisible, which is exactly why it gets skipped. This is the work that happens whether or not you raise a single ticket.
Security patching
Dependencies and server packages updated, with anything breaking caught on staging first.
Backup restore test
A backup is actually restored into a scratch environment. An untested backup is a guess.
Performance review
Slow queries, tables growing faster than expected, and anything that will hurt in six months.
Usage report
Which modules are used, which are ignored, and which paid-for features nobody has opened.
Review call
Thirty minutes with your admin and your engineer. What broke, what changed, what is coming.
Change log
Every release documented in plain language and sent to your team, not buried in a repository.
The questions worth settling in the contract
Something specific to your setup? Ask an engineer
Ask us what happens at 9 PM on a Saturday
It is the question that separates a support agreement from a support page. We will tell you exactly who picks up, how quickly, and what happens if they do not.
- Named engineer, not a shared inbox
- Escalation happens automatically
- Backups restored and tested, not just taken
- You keep the code if you ever leave