[ CUSTOMER SUPPORT ]
No ticket portal, no chatbot maze. A severity-routed form read by the engineer who built your integration, and clear expectations about what happens next.
[ FASTEST PATH ]
Retainer clients
Every retainer engagement gets a dedicated, severity-routed Slack channel that we watch. Post there first: it's the fastest path, it keeps the whole history in one place, and critical alerts in that channel page a human. If Slack is down or it's easier, the form below works too and gets the same priority.
Everyone else
Past project without a retainer, inherited one of our builds, or running something we didn't build and hoping we can help: use the form. Pick the severity honestly; it sets the queue. We read everything.
[ RESPONSE TIMES ]
Retainer · critical
Within 4 business hours
Order flow stopped, exports failing, money not moving. You hear from an engineer, with a first read on cause, inside the window.
Retainer · routine
Next business day
Something looks off but orders are flowing, a question about a sync, a small change request against your included hours.
No retainer
Best effort
We triage after retainer work, usually inside the week. Break-fix on systems without a retainer is scoped as time and materials, and we'll say so before any clock starts.
Windows run on business hours, US Central. We're a deliberately small practice: you get the engineer who built the system, not a tier-one script. The trade is that we don't sell 24/7, and we won't pretend to.
[ HELP US HELP YOU ]
[ REPORT AN ISSUE ]
Goes straight to an engineer. Critical reports jump the queue.