Support & severity (summary)
We triage by impact. Exact response windows are defined in your maintenance agreement and pricing tier.
P1 — Critical
Examples: Site down, payments or lead capture broken
Highest priority; we respond and work to restore as fast as agreed for your tier.
P2 — High
Examples: Visible bug on key pages (e.g. broken layout on mobile)
Scheduled fix within the agreed window for your tier.
P3 — Normal
Examples: Copy change, image swap, routine change request
Handled via chat / maintenance queue per your plan.
P4 — Low
Examples: Nice-to-have polish, minor animation tweak
Backlog when capacity allows.
Maintenance vs new scope
Maintenance covers hosting, monitoring, and agreed support — including routing many day-to-day requests through Copilot where they fit your plan.
New pages, major features, integrations, or ecommerce logic are typically scoped as project work or Enterprise — we’ll confirm before work starts.
New to post-launch workflows? Start with Client handoff.