Support for clients

Triage in thirty seconds.

Something went wrong with software we look after? Answer four questions. You get how urgent it looks, what to do first, and a message that is ready to send.

Every system we ship comes with monitoring, tests and human checks. This page helps you tell us when one of them has missed something.
Still inside the 30 days of free fixes after launch? Use it the same way.
Nothing is sent from this page. You copy the message, or press Send to support.

Four answers. One card. One message.

Pick, drag and tick. Typing is only needed for a few short lines.

Four quick answers

Example answers are filled in so you can see a finished card. Change any answer to make it yours, or press Start again to begin empty.

What happened?

Pick the closest one. You can change it at any time.

How many people does it touch?

Drag the dot, or pick one below.

Is money at risk?

Lost sales, a wrong payment, a wrong invoice, or a bill that keeps growing.

Is personal data at risk?

Personal data is anything that names or can identify a person: names, phone numbers, addresses, health or payment details.

Your triage card

Example answers

Today

A person needs to look at this today. Send the message now.

Why it reads this way

What happenedA result looks wrongraises it
People affectedA few peopleraises it a little
Money at riskNot sureraises it a little
Personal data at riskNono change

Do this right now

Write down one example: what it shows, and what it should show.
If something acts on this result (an invoice, a payment, a message to a customer), pause it until we have looked, if you can do that safely.
If you have to correct a record by hand, tell us which one, so that we do not undo your fix.
Take a screenshot with the date and time visible.

How fast we reply, and where to send it

Reply time for this levelThe first reply time for Today is set in your written care plan.

Where to send itSend the message through the contact form.

The times come from your written care plan. This page does not promise one, and we may set a different level when we read your message.

Go to the message

Before you send

The message, written for you.

Tick what you already have. The message lists what is ready and what you still need to find, so nobody has to ask you twice.

What to send us

2 of 6 ready

App or project name

Your name and phone number

What you see, in one or two sentences

Your messageExample answers

SUPPORT MESSAGE (DRAFT)
EXAMPLE ANSWERS: sample content, not a real report
App or project: (write the app or project name)
From: (write your name and phone number)

What happened: A result looks wrong
People affected: A few people
Money at risk: Not sure
Personal data at risk: No
How urgent it looks to me: Today (a guide from the triage card; you may set it differently)

What I see: (write one or two sentences)

I already have:
- The page or screen where you saw it
- When you first noticed it

Still to find:
- What it shows, and what it should show
- One or two example records (an order or invoice number, never a password)
- The last time you know it was right
- What you have already tried or changed

I have not put passwords, card numbers or one-time codes in this message.

Send to support

Send to support copies the message and opens the contact form, where you paste it in. Do not put passwords, card numbers or one-time codes in the message.

How the card decides

It counts four things, and shows its working.

The card is a guide to help you choose, not a verdict. When a person reads your message, they may set a different level and tell you why.

What happened

A stopped app adds the most. A change request never counts as an emergency.

How many people

One person adds a little. Everyone adds a lot.

Money

Lost sales, wrong payments or a growing bill push the level up. “Not sure” counts a little, because it is safer to ask.

Personal data

“Yes” adds a lot. A security worry with personal data at risk is always Now.

Now

Many people are stuck, or money or personal data is in danger.

Example The online store takes no orders at all.

Today

Something is wrong and it will cost you if it waits for days.

Example One branch’s monthly report shows the wrong total.

This week

It is real, but it can be planned. Small changes live here.

Example You want a new column in an export.

Not a client yet?

Tell us what is happening.

This page is for software we already look after. If yours was built by someone else and is giving you trouble, send us your requirement. A senior engineer reads it and replies within 1 working day. We write a proposal with scope, timeline and quote first, at no cost until you agree.

Discuss your project Taking over existing software

How monitoring works

Three things watch your software. One of them is a person.

Monitoring checks that the software is up and answering, so problems reach us first. What it checks, and how often, is agreed in writing before we start.
Tests run before every release, so a new change does not break what already worked.
Human checks cover what a program cannot judge. Every AI agent has rules for handing over to a person.

The accounts are in your name, so you can look yourself.

A monthly care report (Sample)

Is it a different kind of problem?

Something about us went wrongUse the grievance page. You can follow your complaint step by step.I want to know where my data goesFollow it from your customer to the day it is deleted or handed over.I have a question, not a problemPick your situation and read a short answer.