Every plan keeps your platform monitored, backed up and up to date, and includes story points each month for small changes. The plans differ in the hours we cover and how fast we respond.
The plan terms stay the same for every client; only the rate, hours, examples and these settings change per client. Changes here stay in this browser only. To give a client their own link, copy the settings and ask for them to be added as a preset; the link then ends in #their-name.
Prices are per month and start once your platform is live. Hosting and third-party costs stay on your own account.
Response means a person has picked up the issue and started on it. Times run inside the hours your plan covers. Outside those hours, the clock starts at the next covered hour.
Priority depends on how many people are affected and whether there is a way around the problem. You suggest a priority when you report something; we confirm it when we pick it up.
Any confirmed or suspected security or data incident is a P0, however many people it affects. We tell you within 24 hours, so you can meet your own GDPR reporting duty.
Checks run from outside your hosting, every minute. An alert reaches the right person for its priority and your plan's hours.
A plan starts at your first production launch. Before that, we make sure anyone on our team could handle an outage at 3 am.
These are estimated with the build itself, so they add nothing to the monthly price.
With Premium and 24/7, a robot runs your critical processes every few minutes with a test account (for example logging in and starting a booking) and alerts us the moment one breaks. It never creates real orders, payments or emails.
One-off setup, charged when you choose Premium or 24/7.
Every incident follows the same steps. Getting you working again comes first; the lasting fix follows in working hours.