Something not doing what it should?
Report it below. You always get a confirmation with a ticket number, and I let you know when to expect a fix. If your system is down, call straight away.
Three kinds of report, three response times.
So you know where you stand up front. Response times apply on working days between 9am and 6pm.
Something is down
Orders are not coming in, emails are not going out, your site is unreachable. Call in this case as well — then I pick it up immediately.
Something is not working properly
An email with the wrong text, a field that does not come through, a price calculated incorrectly. It runs, but not as it should.
Something needs changing
Adjusting some text, changing a price, adding an extra email. Already working but you want it different? Then it is this.
Three things it usually turns out to be.
Run through these before you report. Half of all reports are one of these.
Is the email landing in spam?
Check your spam or junk folder, and the customer's too. Automated emails sometimes end up there in the first few weeks. Tell me if you see it — then I adjust the settings.
Was there an update?
After an update to your website, theme or a plugin, a connection can break. Do you know something was updated? Put that in your report and I know where to look straight away.
Is it one customer or all of them?
One customer with a problem is often a typo in an address. All of them means it is the system. That distinction saves me an hour of searching — mention it if you know.
Report a problem.
The more specific you are, the faster it gets fixed. Above all mention: what you did, what you expected, and what happened instead.
About support.
Question not there? Just email it.
Is support included in my maintenance?
Yes. The € 250 a month maintenance plan covers monitoring, updates, small adjustments and fixing faults. Larger extensions — a new component, an extra flow — we agree separately.
And if I do not have maintenance?
Then I work by the hour at € 70, with a minimum of one hour and a maximum of two hours per fix. So you know up front that one problem will never cost you more than € 140.
What if the fault is at my end?
Faults in my work I fix free of charge, even long after delivery. If it comes down to a price entered wrongly, a forgotten password or an update you ran yourself, it falls under your maintenance or the hourly rate. I always say up front which of the two it is.
Can I call outside those hours?
For a genuine outage — something is down that is costing money — do call. I do not always pick up, but I look at it as soon as I can. For questions and changes, please stick to the working day.
How do I know my report is being worked on?
You get a confirmation with a ticket number, and a message as soon as I start on it and as soon as it is fixed. If it takes longer than expected, I tell you why — you are never left in the dark.