Down
Site or app offline, checkout broken, data exposed
- First response
- 30 minutes, any hour
- Then
- Worked on without a break until it’s fixed or safely worked around. An update at least every hour. A written incident report within 24 hours
Always on
We never close.
No weekends off, no holidays, no out-of-office. A person replies within 1 hour, at any hour. A live site that’s down gets someone within 30 minutes.
01The year, in hours
8,760 hours. All on.
Each light is one hour of this year. Find any of them. It says On.
02Reply targets
Who answers, and how fast.
| Channel | For | A person replies within | When |
|---|---|---|---|
| Emergency line · | A live site or app is down. Checkout, login or payments are broken. A security issue | Any hour, every day | |
| Phone · +41 79 713 07 04 | Calls | Any hour, every day | |
| WhatsApp · | Messages, and your project channel if you choose it | Any hour, every day | |
| Project channel | Everything on an active project, in Slack, Teams or WhatsApp, your pick | Any hour, every day | |
| Quotes | A fixed price after the fit call | Any hour, every day | |
| Change pricing | Anything added during a project | Any hour, every day |
03Severity
What happens after the reply.
Broken
A feature fails, the site is up
- First response
- 30 minutes, any hour
- Then
- Fixed the same day
Request
A change, a question, new content
- First response
- 1 hour, with a plan
- Then
- Done on the date in the plan
The emergency line covers everything under Care, plus Deal projects in their 60 free-fix days. Anyone else can still call. We’ll help if we can.
043am on a Sunday
Something breaks at 3am.
It’s Sunday where you are. Here’s what happens here.
- Minute 0
Your checkout stops taking orders.
- Minute 1
Monitoring checks every minute, so it notices. The on-call phone rings. A call, not a notification, and it keeps ringing.
- Minute 10
Nobody picked up? A second phone rings, the backup’s.
- Within 30 minutes
A person is on it, and talking to you.
- Afterwards
Fixed, or safely worked around. Hourly updates until it is. A written report within 24 hours.
Your message about a headline, sent just after midnight, gets a reply within 1 hour. Then the headline gets changed. On Sunday.
05Every calendar
Open on every calendar.
Holidays move with the moon, the sun and the country. Our answer doesn’t.
- New Year’s DayOpen
- Lunar New YearOpen
- Ramadan eveningsOpen
- Eid al-FitrOpen
- NowruzOpen
- HoliOpen
- PassoverOpen
- EasterOpen
- SongkranOpen
- Golden WeekOpen
- VesakOpen
- Eid al-AdhaOpen
- MidsummerOpen
- August, all of itOpen
- ChuseokOpen
- DiwaliOpen
- ThanksgivingOpen
- HanukkahOpen
- Christmas EveOpen
- Christmas DayOpen
- New Year’s EveOpen
- The night the clocks changeOpen, both times
- Your launch dayOpen
- Your birthdayOpen
- Every other dayOpen
Dates shift by year, by calendar and by country. The right-hand column doesn’t.
06The honest part
Directly, every time.
- We do everything directly. No subcontractors, no agency behind the agency, no handover to someone you’ve never met.
- Not one person awake all year. People here sleep and take holidays. The studio doesn’t close, because someone else is on.
- Not a chatbot. Every reply comes from a person who can fix the thing.
- The person who replies can fix the thing. Emergencies are worked on until they’re fixed, not passed along.
Try us at an odd hour.
Write whenever suits you. A person replies within 1 hour.