Frequently asked questions
Got questions? We’ve answered the most common ones here.
What if we're locked into a retainer but don't use all the hours?
Unused hours roll over for a limited period, and we'll work with you to right-size your plan if it's consistently too large. We'd rather have a retainer that fits your actual needs than one that collects dust.
How quickly can you respond to urgent issues?
For critical issues—checkout broken, site down, security concerns—we respond within hours, not days. Routine requests typically get addressed within 1–2 business days depending on complexity and your retainer tier.
Do we need to be involved in day-to-day maintenance?
No. We handle routine maintenance independently and only loop you in when decisions are needed or we spot something that requires your input. You'll receive regular updates on what we've done, but you don't need to manage the process.
What if we decide to move support in-house later?
We document everything we do. If you eventually hire internal developers or switch partners, we'll provide a full handoff including codebase documentation, known issues, and institutional knowledge. You're never locked in