After your site or app is live, changes and fixes go through support tickets in your portal. A ticket is just a conversation with a status — but it means nothing gets lost in a chat group and you can always see where things stand.
Raising a ticket
- Sign in and open Support.
- Press New ticket.
- Give it a short subject ("Contact form not sending") and describe what happened.
- Pick a priority. Urgent is for "customers cannot buy"; most things are normal.
- Send it. We are notified straight away.
Writing one that gets fixed fast
- Say what you expected and what happened instead.
- Say where: the page, the button, the device ("on my iPhone, in Safari").
- Paste the exact error message if there was one.
- A screenshot is worth all of the above.
The statuses
- Open — we have it and have not replied yet.
- In progress — we are working on it.
- Waiting on you — we have asked you something and cannot continue until you answer.
- Resolved — we believe it is fixed. Reply if it is not and it reopens automatically.
- Closed — done and dusted.
Where the hours come from
If you are on a monthly plan, changes come out of your included hours. Anything bigger than the plan covers gets its own quote first — we do not quietly bill extra.
Tip: One ticket per problem. Three issues in one ticket usually means two of them get forgotten.