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How we work

What happens between your message and your site being fixed

No round promises. Here are the delays actually recorded across our last 473 jobs, and what we need from you at each step.

The five steps, in order

Time markers are medians computed from our tickets, not a reconstructed story. At each step: what we do, what we ask of you, what it costs.

  1. Start you write

    Describe the failure — one sentence is enough

    One field, not a questionnaire. The site address and what you see on screen. If you cannot name the problem, describe the symptom: translating it is our job.

    You provide: the site address Free

  2. First contact one or the other

    Two possible paths from here, depending on whether we catch you on the phone. They lead to the same place.

    We reach you

    A technician on the line with you New

    Right after your ticket is filed, our system connects a technician straight to you: their handset rings, then yours. You speak to someone with no number to dial and no queue to wait in. Between 11pm and 7am the call waits for the morning, while your ticket is already queued.

    A human, not a bot No extra charge

    We do not reach you

    Someone actually reads it, and replies

    Not an automated acknowledgement: a technician has looked. At this point we tell you whether the problem is identified, whether we need access, and the order of magnitude.

    62% of requests in under 10 minutes Free

    Either way, what follows is the same: we look at your site before talking money.

  3. Diagnosis before any quote

    We look at the site before naming a price

    This is when access becomes necessary. We quote after looking, never before: a quote made without looking is a wrong quote, and you are the one paying the gap.

    You provide: the credentials First hour free

  4. Go-ahead you decide

    Nothing starts until you say yes

    Backup first, fix second. You follow the exchange live in your account and can stop at any point.

    Backup before any change Stop at any time

  5. Delivery report and invoice

    A detailed report of everything done New

    Every intervention ends with a written report: what we found, what we changed, what still needs watching, and the time spent. The invoice never exceeds the amount you approved beforehand, and when the diagnosis turned out too broad, we take the extra hours off. It all remains in your account, readable months later.

    A report on every intervention History kept in your account Never more than the approved amount

The question nobody dares ask: credentials

This is the real blocker before handing a site to someone. It deserves a straight answer.

What we ask for

Depending on the failure: back office, FTP or SSH, database, sometimes the host. Never more than the job at hand requires.

Where it is kept

In a dedicated area of your account, attached to the site concerned. Never in an email thread or an attachment.

For how long

An automated task purges credentials from the platform three days after the ticket is closed. It is a scheduled job, not an intention.

Your best protection

Change your credentials once the job is done. It is the one measure that depends on nobody but you, and we encourage it every time.

What your account looks like

A real question, but one that comes after the others. Here is the gist.

Screenshot of the customer area: list of sites and requests
Your account sites, requests and invoices in one place
Screenshot of the conversation thread on a support request
The conversation live exchanges, everything on record
Screenshot of a work list with an estimate per line
Work lists one estimate per line, accepted separately

You read this far — describe the failure

The diagnosis costs nothing, and the first hour of work is free.

Describe my problem See pricing