How we work
No round promises. Here are the delays actually recorded across our last 499 jobs, and what we need from you at each step.
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.
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.
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.
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.
Backup first, fix second. You follow the exchange live in your account and can stop at any point.
The ticket keeps a record of everything: what we found, what we changed, the time spent. The invoice reflects exactly that, line by line.
This is the real blocker before handing a site to someone. It deserves a straight answer.
Depending on the failure: back office, FTP or SSH, database, sometimes the host. Never more than the job at hand requires.
In a dedicated area of your account, attached to the site concerned. Never in an email thread or an attachment.
An automated task purges credentials from the platform three days after the ticket is closed. It is a scheduled job, not an intention.
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.
A real question, but one that comes after the others. Here is the gist.
The diagnosis costs nothing, and the first hour of work is free.