Response times

How fast will you respond?

You get an email confirming we have your request, usually within a business day. A human replies the next business day at the first two Live Mode levels, and the same business day at the third.

Those are acknowledgement windows, not fix deadlines. See the current levels and what each includes on the Services page.

What does SLA mean here, in plain terms?

An SLA is a service level agreement, a promise about how quickly something happens. The distinction that matters is response versus resolution.

We commit to the response and we plan the resolution with you. We will not publish a number for how long a fix takes, because how long it takes depends entirely on what broke, and a studio our size promising a four-hour fix on a page would be making it up. What you get instead is a real reply from the person who will do the work, telling you what is wrong and what the plan is.

What counts as an emergency?

The same definition we use internally, so we are both grading the same thing.

• Production is down, or users cannot get in
• A security event, or exposed data
• Anything blocking a payment or a launch

Who picks it up, and what if Don is away?

Steve reads every new request each business day and sorts it by severity. Don picks up engineering work in that order. Agents watch the apps we operate around the clock, regardless of who is at a desk.

When the studio is closed for a holiday or a shutdown week, coverage drops to monitoring and emergencies. We tell you the dates ahead of time rather than letting you find out.

Can I just email or message you?

Yes, and if you already email us, keep doing it. We are not going to ignore a message because it came the wrong way.

The form exists for anything you want tracked. It creates a ticket in the queue we work from, which means it cannot get lost in a thread. Policy questions like the ones on this site are answered here; anything about your specific app, account, or invoice is better off in the form.