We join or become your digital team.

Response Times

• Critical issues (site down, major outages): Response within 2 hours

• High priority (broken forms, checkout issues): Response within 4 hours

• Standard support (minor bugs, content updates): Response within 1 business day

📦 Resolution Time Targets

• Critical: Fix or workaround within 1 business day

• High: Fix within 2 business days

• Standard: Fix within 5 business days

📞 Communication Channels

• Support is available via:

  • Dedicated email support

  • Slack (Enterprise plans)

  • Scheduled strategy calls

📊 Monthly Reporting

• All plans include access to monthly performance reports and issue tracking summaries, so you’re always in the loop.

✅ Uptime Monitoring

• Continuous uptime monitoring with alerts for any disruptions to ensure issues are caught earl

Each of our support packages includes a dedicated number of monthly hours that can be used flexibly for site enhancements and content updates. Here’s how that breaks down:

✅ What counts as an update?

Routine updates include:

• Uploading new content (images, videos, copy)

• Creating or modifying landing pages

• Adding blog posts or case studies

• Publishing event pages or news articles

• Adjusting SEO meta tags and schema markup

🚀 What qualifies as an enhancement?

Enhancements are more strategic and may include:

• UX improvements based on analytics

• Design tweaks to boost conversions

• Adding new modules, sections, or microinteractions

• Integration with new tools (e.g. CRM forms, newsletter sign-ups)

• Accessibility or performance improvements

💡 How do we request them?

You’ll have a dedicated account manager who’ll handle task requests, which can be submitted via email or ticketing system (or Slack if you're on the Enterprise plan). Tasks are logged and tracked, and unused hours can roll over for 1 month—so you’re never pressured to “use it or lose it.”

See above for details

Our expertise lies in enhancing and refining existing content rather than creating original material from scratch. We focus on transforming and optimizing text to better suit your needs, ensuring clarity, engagement, and alignment with your objectives. Whether it's rephrasing, expanding, or condensing, our goal is to elevate the quality of your content to effectively communicate your message.

🏗️ If you have a large enterprise project, get in touch and we can have a introductory requirements gathering workshop.