How can we help?
This channel is for clients on an active System Care plan. Use the form below or email us directly. Your plan’s response time applies. Not on a plan yet? Start with a System Care review.
Response times
- Care packages: within 3 working hours, 9 to 5 on UK working days
- Support access: no included work or guaranteed response time
Frequently asked questions
What information should I include?
Include the affected workflow, any error messages or screenshots, the business impact, and steps to reproduce the issue. These details help us work out what went wrong and how urgently it needs fixing.
What counts as an urgent issue?
Urgent issues are production-blocking problems that prevent your business or customers from completing critical workflows. Examples: site down, payment processing failure, data loss risk.
How do I report a production bug?
Select "Bug Report" as the category and include: what happened, what you expected, the URL or screen where it occurred, and any browser/device details. Screenshots or screen recordings are very helpful.
Can I request a change to my project?
Yes. Select "Change Request" as the category and describe the desired change, the business reason, and any deadline. We will assess scope and get back to you with a plan.
What are your support hours?
9am to 5pm, Monday to Friday, on UK working days. Cover outside those hours is not part of a standard System Care plan. If you need it, we agree it in writing and price it separately.