Support that stays with you.
What is covered after we deliver, how to ask for help, what counts as a defect and how ongoing monitoring works.
The short version.
Four things worth knowing before you read the detail. Each clause below also starts with its own one-line summary.
If something does not work as the accepted scope describes, we fix it at no charge for 30 days after delivery.
Every support request is acknowledged within 24 hours, any day of the year.
Anything we built that deviates from the accepted scope.
Platform changes, other people’s edits and new requirements are quoted separately.
Warranty at a glance.
What we fix for free during the 30-day correction period, and what we quote separately. If you are not sure which side a problem falls on, ask.
Covered, free
Within 30 days of delivery.
- A route that fails or skips records
- A field mapped incorrectly
- A missing step from the accepted scope
- Duplicates created by our logic
- An error in the handover document
Quoted separately
We tell you before starting.
- New apps, workflows or triggers
- Platform API or plan changes after delivery
- Edits to the automation by others
- Cleanup of existing records
- Training beyond the handover document
Support that does not vanish.
Delivery is not the end. These are the habits that keep an automation useful after we hand it over.
30 days of free fixes
Anything that does not match the accepted scope is corrected at no charge.
Reply within 24 hours
Every request is acknowledged within a day, with a plan.
Honest diagnosis
We tell you whether a fault is ours, yours or a platform’s.
A runbook
Your handover document explains what to check first if something looks wrong.
Optional monitoring
Ask for ongoing monitoring and priority response, quoted separately.
Updates when platforms change
We quote adaptations clearly before starting.
Our warranty
Careful work that matches the accepted scope, with 30 days of free corrections.
We warrant that each deliverable will be built with reasonable skill and care and will, at delivery, perform as the accepted scope describes. If a deliverable does not, and you tell us within 30 days of delivery, we will correct it at no charge. This is in addition to the two revision rounds in the revision policy.
How to get support
One form, one reference, a reply within 24 hours.
- Open the contact form and choose ‘A current project or order’ or ‘Revision or change request’.
- Quote the order reference and describe what you expected and what happened.
- Add a screenshot or error message if you have one, through the form’s attachment or the upload page.
- We acknowledge within 24 hours with a plan and a date.
What we do when something is wrong
Diagnose, fix, test, tell you.
We reproduce the issue, identify whether it comes from our work, your accounts or a platform, and tell you which. If it is ours, we fix and test it and confirm in writing. If it is not, we explain the cause and quote a repair if you want one.
Platform changes
Tools change. We will tell you what it takes to adapt.
Platforms change APIs, limits, permissions and pricing. A change after the correction period is outside the original scope. We can quote an update, and for ongoing peace of mind you can ask for monitoring and support after launch, which we quote as a separate service.
Ongoing support
Optional, quoted separately.
If you would like continued monitoring, maintenance or priority response after the correction period, ask for it on the quote form (‘Do you want support after launch?’) or through the contact form, and we will propose terms in writing. Ongoing plans can be canceled before the next period.
Exclusions
What the warranty does not cover.
- Problems caused by changes made to the automation or the connected accounts by someone other than us.
- Problems caused by information that was incorrect or missing in the brief.
- Failures caused by platform outages or by plan, permission or limit changes.
- Use of the deliverables in a way that breaks a platform’s terms.
- Requests that add to or change the scope.
Remedies
We fix it. Where we cannot deliver the agreed scope, we refund that service.
Our remedy for a covered problem is to correct it. If we determine that we cannot deliver the agreed scope, we tell you and refund the fee for that service. Refunds are otherwise governed by the refund policy. Our liability is subject to the terms of service.
Common questions about this policy.
10 short answers to what people ask most. If yours is missing, ask it and a person replies within 24 hours.
What counts as a defect?
Anything that does not work as the accepted scope describes at delivery. A route that fails on a case the scope covers, a field that maps to the wrong place or an alert that never fires are defects. A new field or a new tool is not, because that is a change to scope, and we quote it first.
What if it breaks after 30 days?
Tell us. If it is our work, we say so and fix it; if a platform changed, we quote the update before doing anything. Either way you get a clear explanation of what happened.
Do you offer maintenance plans?
Yes, quoted on request. Tell us what you need monitored, such as nightly checks, alert handling or platform-change updates, and we propose terms in writing. Plans can be started or canceled independently of the automation you own.
Do corrections count as revision rounds?
No. Corrections fix something that does not match the accepted scope, and they are free for 30 days after delivery without using a round. Revision rounds are for changes you want to make.
What does ‘covered’ mean?
We fix it for free: anything that does not work as the accepted scope describes, reported within 30 days of delivery. Covered does not include new features, changes by others or problems caused by a platform’s plan or outage, though we help diagnose them.
Is support available on weekends?
Requests are received every day and acknowledged within 24 hours, including weekends and holidays. Fixes follow as soon as they can be done safely, and urgent issues are looked at first.
Do you offer phone support?
We work in writing so that everything is recorded, and we publish no phone number. Open a support request in your dashboard and we reply within 24 hours. For complicated issues we keep the conversation in writing so you can share it.
What if the problem is on the platform’s side?
We tell you and, where it is useful, help you raise it with them, with the evidence they will ask for. We cannot fix a platform’s outage, but we can explain its effect on your automation and recover afterward.
Can you monitor the automation for me?
Yes. Ask on the quote form or by message in your dashboard and we will propose terms. Monitoring can include alerts, nightly reconciliation and a review after platform changes.
What if I change the automation myself?
Changes by others are outside the warranty, because we cannot know what was altered. We are happy to help diagnose a problem, and we will tell you if the cause lies in the change. The handover document helps you make changes safely.
Other policies and guides.
Our policies are written to work together. These are the ones most often read alongside this page.
Questions about this policy?
Ask us in plain words and a person will answer within 24 hours. We would rather clarify than leave you guessing.