What every tier includes.
Four commitments that come with every ticket, regardless of tier. Not aspirations — terms. Written here the way they’re honored in practice.
No mandatory calls. We work in writing by default — email, ticket thread, Slack if you’re set up for it — so you have a record of what was decided, what was done, and what comes next. A check-in call happens when it’s actually useful, not as a ritual.
Before we start, you know what "done" means for your ticket. No moving goalposts, no billable "while we’re in there." If the scope needs to grow, we tell you — and we price the growth honestly, not with a surprise invoice.
If the work we shipped regresses, we fix it free — until a new billable ticket touches that area. A Standard Fix on your checkout flow in April isn’t going to become a "maintenance retainer" six months later. It’s fixed. We stood behind the fix. That’s the commitment.
If your ticket turns out to be smaller than the tier you opened — a Standard that’s actually a Quick Fix — we tell you, and you get the difference back. If it’s bigger than you thought, we tell you that too, before we start, and you decide whether to proceed. No one gets surprised by the number.
How a ticket works.
Four steps from "I need this fixed" to "this is fixed." No hidden steps, no discovery phase, no retainers before the work.
Free to open. Takes about two minutes. Pick a time, describe what you need.
A 15-minute screen sharing call to scope it. We tell you which tier it lands in and what "done" looks like. If it doesn’t fit a tier, we tell you that too and point you to Tailored Engagement.
Most tickets turn around within a business day. Complex Fix engagements take longer by nature — we tell you the timeline at check-in, not after.
Status updates in the ticket thread. No black-box stretches. When it’s done, it’s done, and the warranty starts.
Questions we get.
We’ll tell you, and we’ll point you somewhere useful — sometimes that’s a plugin’s own documentation, sometimes it’s a configuration change you can make yourself in ten minutes. We’d rather send you the right way than bill you $250 for a job that doesn’t need us.
That’s Tailored Engagement territory. Multi-week builds, full theme rebuilds, greenfield migrations, long-running remediation — we price it fixed before we start, same as the tiers, just scoped to the engagement. You describe it, we ask questions until scope is clear, we tell you the number.
No. No discovery retainers, no monthly minimums, no "get on our roster" fees. Every engagement is priced on its own. If you ticket with us regularly, that’s good for both of us — but it’s never a requirement, and there’s no recurring cost for the option.
Open a ticket. Describing the problem is the only thing we need from you — the check-in tells you which tier. If we think a different tier fits than you expected, we’ll tell you before the work starts, not after.