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Support

A named contact and a monthly hour block for the small breaks that should not become a project.

Hands on a laptop, the small break a support month is for.
Suggested engagements for this service. Contact us and the form opens with this service already selected. A confirmation is emailed to the address you enter.

Support is for the week something small is wrong: a form, a login, a page, a workflow that stopped. It is not an unlimited help desk. You buy a monthly block. Unused hours do not roll. The person who answers already knows the work because they are on the same studio account.

Urgent items are named in the request. Everything else waits for the block. If a fix is larger than the month, we say so before the hours are spent.

How an engagement runs

  1. 01

    Open

    Send the symptom, the page or system, and who is blocked.

  2. 02

    Sort

    We mark it as a fix inside the block, or as a separate engagement.

  3. 03

    Fix

    Hours from the monthly block are spent on the agreed items.

  4. 04

    Close

    You get a short note of what changed and what is left.

What you leave with

  • One place to send a break, instead of a group chat
  • A monthly ceiling you can see before the month starts
  • A note when a request is really a new project

Support

A named contact for the small break, and a rule for the large one.

Support is for the week something small is wrong: a form, a login, a page, a workflow that stopped. It is not an unlimited help desk and it is not a place to hide a new project. You take a monthly block. Support starter and support plus are the hour times 30. Launch watch is a short, heavier project block for the fortnight after something goes live, priced per hour.

Unused hours do not roll. Urgent items are named in the request. Everything else waits for the block. If a fix is larger than the month, we say so before the hours are spent and point you at a fixed engagement. The person who answers should already know the work, because support is for systems the studio has touched or has been shown properly.

After a workflow or a site ships, the breaks often fall into a group chat. The support block is the replacement for that chat: one place to send the symptom, a triage against the month, and a short note of what changed.

Send a support note with these four lines

  • The symptomWhat a person saw, not a theory about the cause.
  • The surfaceThe page, the inbox, the tool, the hour it broke.
  • Who is blockedA named role, so we can tell a fix from a preference.
  • Whether it is urgentUrgent is named. Unnamed work waits for the block.

Keep reading

Guide

Which line fits

A way to separate a first block from the care that might follow it.

Rates

All hourly lines

Project rates, and months shown as the hour times 30.

Contact

Write to the studio

The form can open with this service already selected.

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