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Client support

Support, when something breaks.

Technical and website support for clients. Urgent problems that stop your site or campaigns working are handled at no charge; anything else is quoted before we start.

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Urgent

Free

Anything down or broken that we are responsible for — hosting failures, a campaign serving errors, tracking that has stopped recording.

Standard

Quoted first

Requested changes and improvements are quoted before we start, so you always agree the cost before any work happens. Nothing is billed by surprise.

Hours

8:00 – 22:00

Requests are monitored every day including weekends. Same-day response on anything raised before 18:00.

What we handle

The kind of
thing we fix.

If it touches your website, tracking or campaigns, raise it here. If it is out of scope we will tell you before any time is billed.

1

Something stopped working

A form no longer sends, a page 404s, conversions stopped recording, a campaign is disapproved.

2

Content and page changes

Copy edits, new sections, new landing pages, swapping images, updating prices or offers.

3

Tracking and integrations

Tag Manager containers, conversion actions, CRM and analytics connections, consent settings.

4

Platform and plugin updates

Updating a CMS, plugins or themes, and repairing whatever a third-party update breaks.

5

Email and domain

Mailbox setup, DNS records, domain transfers, deliverability problems.

6

Training

Walking your team through anything we have built so they can run it without us.

Before you raise a request

Access we
will need.

We can only fix what we can reach. Depending on the request, that means access to:

  • Your hosting control panel and file manager
  • Your CMS or website admin
  • Your domain registrar, for anything DNS-related
  • Google Ads, Meta Business Manager or the relevant ad account
  • Google Analytics, Tag Manager and Search Console

Grant access at the lowest permission level that lets us do the job, and revoke it whenever you like. We never ask you to email passwords — use your platform's own invite or delegated-access feature, or a password manager's sharing link.

What we don't bill for

We do not charge for fixing our own mistakes. If something we built stops working because of how we built it, that is on us. We only quote for work caused by something outside our control — a third-party update, a platform policy change, a browser change, or a change someone on your side made.

Raise a support request

The more specific you are, the faster this gets fixed.

Urgent requests: call +385 95 55 37 244 as well, so it isn't sitting in an inbox.

Questions

Frequently asked

Is support included in my fee?
Campaign work is. Website and technical work is separate, and always quoted before it starts — except urgent failures of something we built or manage, which are free.
How will I know what it costs?
You get a price before any work begins, along with what it involves. If a job turns out to be bigger than expected we come back to you rather than carrying on and invoicing more.
What counts as urgent?
Your site is down, a form has stopped delivering, tracking has stopped recording conversions, or a campaign is disapproved. Anything actively costing you money while it waits.
Can you support a site you didn't build?
Usually yes. We'll spend up to 30 minutes assessing it at no charge and tell you honestly whether it's maintainable as it stands.
Free account audit

Let's see what your account is really capable of.

A 30-minute call, a real look at your data, and a straight answer on whether we can move your numbers. Your first month runs with no contract.

Get your free audit Talk to us