When things break, we fix them fast.
Your site goes down at 2pm on a Tuesday. Your checkout stops working during a sale. A security alert needs immediate attention. You need someone accountable who responds quickly and fixes the problem. That’s what support is for.
Support is reactive. When something breaks, we respond with guaranteed times and fix it fast.
Not all issues are equal. We prioritize based on business impact.
| priority | what qualifies | response | fix target | |||
|---|---|---|---|---|---|---|
| Critical | Site down, app unusable, security breach | 1 hour | 12 hours | |||
| Urgent | Major feature broken, significant functionality lost | 2 hours | 24 hours | |||
| Standard | Minor bugs, small issues, non-critical problems | 8 hours | 48 hours | |||
| priority | response | fix target | ||||
|---|---|---|---|---|---|---|
| All issues | 48 hours | 7 days | ||||
The difference is significant. Without a support package, you wait in the standard queue. With support, you get priority handling and guaranteed response times.
Need coverage on weekends and holidays? We offer a non-working day add-on for businesses that can’t afford downtime outside business hours. Contact us for details.
The difference between a 1-hour response and a 48-hour response isn’t just about waiting. It’s about business impact.
When your site or app goes down, the clock starts ticking on lost revenue, damaged reputation, and frustrated customers. Every minute matters.
E-commerce sites lose sales directly. If your checkout breaks during a busy period, customers don’t wait. They buy elsewhere. A 4-hour outage during peak hours can cost more than a year of support coverage.
Service businesses lose leads. If your contact form stops working, potential clients move to competitors. You’ll never know how many inquiries you missed.
SaaS products lose trust. Users depend on your app for their work. Extended outages make them question whether they can rely on you. Some won’t come back.
Support isn’t just about fixing problems. It’s about knowing someone is accountable when problems happen. You’re not searching for a freelancer at 2pm on a Tuesday while your site is down. You’re not waiting in a generic support queue. You have a team that knows your product and responds fast.
That certainty lets you focus on running your business instead of worrying about what might break.
The difference between a 1-hour response and a 48-hour response isn’t just about waiting. It’s about business impact.
Email or call us. Describe what's happening, when it started, and how it affects your users. The more detail, the faster we can diagnose.
You'll hear back within your SLA window. For critical issues, that's within 1 hour. We confirm we're on it and provide an initial assessment.
We identify the root cause and implement a fix. You stay informed throughout. Most issues are resolved well within the fix target.
We confirm the fix works in production. You verify on your end. The issue is closed when you're satisfied.
Every support package includes 1 hour per month for fixes. Use it for anything:
Unused hours roll over for up to 6 months. If you don’t need fixes every month, your hours accumulate. In month 7, month 1’s unused hour expires, so you’ll always have up to 6 hours available.
Need more hours? Add prepaid hours at €80/hour (20% discount from standard €100/hour rate).
Support is reactive. For proactive care, you need Maintenance.
For complete coverage, combine Support with Maintenance in a Bundle. You get both reactive response and proactive prevention.
For small teams looking to streamline expense tracking.
Pricing depends on your product complexity and support needs. All packages include:
3 months free for okto-digital projects. Every website, web app, or mobile app we build includes 3 months of support as part of our standard warranty.
Non-working day add-on available for weekend and holiday coverage.
Common questions about our support services.
Support (this page): Reactive. When things break, we fix them fast. Includes SLA response times and 1 hour/month for fixes.
Maintenance: Proactive. Prevents things from breaking. Includes updates, backups, monitoring, and monthly reports. No fix hours included.
Bundle: Both together at 20% discount. Complete coverage.
Yes. Support-only makes sense if you handle updates and monitoring yourself but want SLA protection for emergencies.
Additional time is billed at €80/hour (prepaid discounted rate) or €100/hour (standard rate). We’ll always confirm before exceeding your included hours.
Hours roll over for up to 6 months. After that, the oldest unused hours expire. You’ll always have a maximum of 6 accumulated hours available.
Critical: Complete outage. Site or app down for all users. Security breach in progress.
Urgent: Major functionality broken. Checkout not working, login failing, key features unusable.
Standard: Minor bugs. Things that are annoying but don’t block users from using your product.
Yes. We support websites, web apps, and mobile apps regardless of who built them. We’ll assess your product and recommend what support level makes sense.
Email or call us. Describe what’s happening, when it started, and how it affects your users. Include screenshots or error messages if you have them. The more detail you provide upfront, the faster we can diagnose and fix the problem.
We investigate recurring issues to find the root cause, not just apply temporary fixes. If something keeps breaking, there’s usually a deeper problem. We’ll identify it and recommend a permanent solution, which might require development work beyond the included hour.
Yes. You can add Maintenance to your Support package at any time. We’ll prorate the difference and get monitoring and updates set up quickly. Many clients start with Support-only and add Maintenance after experiencing their first preventable issue.
The included hour covers fixes and small changes. It doesn’t cover new feature development, major redesigns, or content updates that require significant time. For larger work, we’ll provide a separate quote or you can use prepaid hours at the discounted rate.
