Home/How it works

From "it's broken" to fixed, in six stages

Each stage has an owner and a clear outcome. You'll get updates at every change of stage, sent to the lead contact you name in your report.

01YOU

Report the problem

Describe what you see, your setup, and who we should talk to.

EXPECT · ≈ 4 MINUTESA ticket number on screen immediately.

02US

Triage

A real person reads your report and checks what's visible from outside.

EXPECT · SAME BUSINESS DAYSame business day. Critical reports first.

03YOU + US

Confirm & approve

We call or email your lead contact with the likely cause, scope and fixed price.

EXPECT · ONE SHORT CALL OR EMAILNo work or charge until you say yes. Secure access arranged here.

04US

Diagnose & fix

We investigate and fix within the service you approved.

EXPECT · WITHIN YOUR SERVICE TIMEUpdates at each milestone. Extra work is explained and priced first.

05US

Handover report

Plain-English notes on what was wrong, what we changed, and what to watch.

EXPECT · WHEN THE FIX IS DONEYou confirm it's resolved before we close the ticket.

06OPTIONAL

Keep it working

Virtual.Support Care, Backup Services and Disaster Recovery keep it from happening again.

EXPECT · MONTHLYOnly if you want it. No pressure, no bundling.

What the report asks, and why

Stage 1 is a short form in five steps. Everything in it helps us start in the right place, so we spend your paid time fixing rather than asking questions.

Step 1 · ≈ 2 min

Problem

The symptom, timing and recent changes tell us where to start looking. Most problems trace back to something that changed.

Step 2 · ≈ 1 min

Environment

Knowing where the site, domain and email live lets us check what's visible from outside before we even call.

Step 3 · ≈ 1 min

Lead contact

One lead contact keeps things clear. This person gets every update and we confirm the price with them.

Step 4 · < 1 min

Service

This sets a starting scope. We confirm or adjust it with you after review, and you approve the fixed price.

Step 5 · < 1 min

Review

A final look so we start with accurate details.

Start the report →