For most questions and standard requests, we aim to respond within one business day. During active projects or under maintenance agreements, urgent issues receive higher priority, and we do our best to provide an initial answer or workaround as quickly as possible. The exact response time can vary depending on the nature of the request and the complexity of the investigation needed.

If your activity requires stricter guarantees, we can discuss a dedicated support or service level agreement with specific targets, such as response times for critical incidents. Whatever the context, our goal is to communicate clearly, acknowledge problems, and keep you informed of progress until the issue is resolved or the request is completed.

Our support team operates during business hours in your local timezone whenever possible. For critical issues, we provide emergency contact information so you can reach us outside normal hours. We categorize issues by severity, with clear definitions so you know what to expect: critical (site down), high (major feature broken), normal (partial functionality affected), and low (cosmetic issues or questions).

Support is included for a period after project completion, typically 30-90 days depending on the agreement, covering bug fixes and minor adjustments. After this period, you can purchase ongoing support packages or engage us for specific enhancements as needed. Many clients choose retainers that combine ongoing support with a certain number of development hours for continuous improvement.