How Support Works
This page explains how support requests are handled — from first contact to final payment. The goal is simple: clear communication, predictable outcomes, and no surprises for either side.
1. Entry Point: How Requests Start
Clients may initially reach out via email, the website contact form, or referrals.
Once contact is established, all ongoing communication and work is handled exclusively through our support system.
For clarity and tracking:
- Requests outside the support system are redirected
- Work does not begin without a support ticket
This ensures every request is documented, prioritized, and handled consistently.
2. Support Tickets as the Single Source of Truth
Each request is managed through a dedicated support ticket.
Support tickets are used for:
- Questions, issues, and change requests
- Clarifications and approvals
- Work history and delivery confirmation
- Billing references
No ticket means no active work. This rule protects both the client and the delivery process.
3. Scope, Estimate, and Approval
Before any billable work begins, the following is shared inside the ticket:
- Confirmation that the request is billable
- Estimated time required
- Hourly rate
Work begins only after explicit confirmation is received within the ticket.
This written confirmation serves as agreement on:
- Scope of work
- Estimated effort
- Billing basis
If approval is not received, the request remains on hold.
4. Secure Access & Credentials
For security reasons:
- Passwords and credentials are never accepted via email, chat, or ticket messages
- Clients are asked to share access using a secure, time-limited method
This reduces risk and protects both client data and systems.
5. Work Execution & Time Tracking
Work is performed only on approved requests.
Time is tracked per ticket and typically includes:
- Investigation and analysis
- Implementation and testing
- Verification and cleanup
Time tracking is kept simple, transparent, and tied directly to the specific ticket.
6. Completion & Ticket Closure
Once work is completed, the ticket is updated with:
- A summary of what was done
- Confirmation of completion
- Total time spent
The ticket is then marked as resolved or closed.
This record serves as delivery confirmation and billing reference.
7. Invoicing
Invoices are issued based on completed support tickets.
Each invoice includes:
- Ticket reference(s)
- Time spent per ticket
- Hourly rate
- Total amount due (USD)
Invoices are issued with standard payment terms.
8. Payments
Accepted payment methods:
- Bank transfer (USD)
- PayPal (on request)
Payment is required within the invoice due date.
If an invoice remains unpaid:
- New work may be paused
- Urgent requests may require payment clearance before proceeding
All payment reminders are handled through the invoicing system.
Why This Process Exists
This workflow exists to ensure:
- Clear expectations before work begins
- Transparent communication throughout delivery
- Accurate billing tied to actual work
- Secure handling of access and credentials
It allows us to focus on delivering quality work — without confusion, scope drift, or billing disputes.
If you’re ready to proceed, simply submit a support request and we’ll take it from there.