Support
Solution registry Care
One place to send a break, instead of a group chat
A named contact and a monthly hour block for the small breaks that should not become a project.
Patch · v4
- 01
- A named studio contact
- 02
- Triage against the monthly block
- 03
- Small fixes and content edits
- 04
- A written close note
- 05
- Escalation when the job is a project
- 06
- No rollover of unused hours
Flux · v3
01 Open
Send the symptom, the page or system, and who is blocked.
02 Sort
We mark it as a fix inside the block, or as a separate engagement.
03 Fix
Hours from the monthly block are spent on the agreed items.
04 Close
You get a short note of what changed and what is left.
Grid · v2
| 01 | One place to send a break, instead of a group chat |
|---|---|
| 02 | A monthly ceiling you can see before the month starts |
| 03 | A note when a request is really a new project |
Approach on this lane
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The symptom
What a person saw, not a theory about the cause.
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The surface
The page, the inbox, the tool, the hour it broke.
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Who is blocked
A named role, so we can tell a fix from a preference.
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Whether it is urgent
Urgent is named. Unnamed work waits for the block.
Support is for the week something small is wrong: a form, a login, a page, a workflow that stopped. It is not an unlimited help desk. You buy a monthly block. Unused hours do not roll. The person who answers already knows the work because they are on the same studio account.
Urgent items are named in the request. Everything else waits for the block. If a fix is larger than the month, we say so before the hours are spent.
Hour packs tied to this service track
Hourly rates. A month is the hourly rate times 30.
Support starter
A calm month with occasional breaks.
Support plus
Teams with a weekly trickle of small requests.
Launch watch
The fortnight after a site, workflow, or integration ships.