Care Plan: Your Website, Always Online and Up to Date

The questions we get asked most

What one dev hour means

60 minutes of developer work, tracked in 15-minute increments, itemised on your monthly invoice. Unused hours expire at month end and do not roll over.

Bug fix vs change request

A bug is something that used to work and broke. That is free and runs on your tier's clock. A change request is something working as designed that you want different. That draws on your tier's dev hours, or is billed hourly once those run out.

The clock is on starting, not finishing

The hours in the table are how fast we reply and start work. How long the fix takes depends on complexity, and we give you that estimate in the first reply.

When the vendor is the problem

For outages at Vercel, Supabase, a payment gateway, or a channel manager, we escalate to the vendor and keep you posted. Recovery time is in their hands, so our uptime target covers the parts we control.

Hosting sits outside the retainer

The Care Plan pays for upkeep, not infrastructure. Hosting and domain are billed separately: Care Lite and Care Standard through the annual renewal, Care Booking through the vendor invoice passed on at cost.

Our working hours

Monday to Friday, 09:00 to 18:00 WITA. Outside those hours it is best-effort, unless your tier includes a dedicated channel.

Need something not listed here? Ask before you subscribe. The answer goes into your contract, not into a chat thread.