Support
Find answers to common questions about projects, billing, and technical support — or reach our team directly if you need help.
All Support Articles
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How do I get started with a new project?
Book a discovery call through our contact page. We'll review your requirements, propose a scope and timeline, and send a written quote before any work begins.
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What information do you need before a project kickoff?
A rough outline of your goals, any existing systems you use, and your target timeline. We'll fill in the technical details together during discovery.
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Do you sign an NDA before discussing my project?
Yes. We're happy to sign a mutual NDA before any detailed discussion of your product, data, or business plans.
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Can you work with my existing development team?
Yes — we regularly work alongside in-house teams, either extending capacity for a specific project or providing specialized expertise your team doesn't have.
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What technologies do you build with?
We choose the stack based on your project's needs rather than a fixed toolset — commonly React, Node.js, Python, and major cloud providers like AWS and GCP.
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How long does a typical project take?
A focused MVP usually takes 6–10 weeks. Larger platforms or ongoing SaaS products are scoped in phases with working releases along the way.
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Do you offer fixed-price or hourly billing?
Both. Well-defined projects work well as fixed-price; ongoing support and evolving scopes are typically billed hourly or on a monthly retainer.
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What happens if I'm not happy with the delivered work?
We build in review checkpoints throughout the project specifically so issues get caught early, not at the end. Revisions within the agreed scope are included.
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Can I see examples of similar projects you've delivered?
Yes — check our portfolio for case studies, or ask your account contact for examples relevant to your industry.
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How do I get started with a new project?
Book a discovery call through our contact page. We'll review your requirements, propose a scope and timeline, and send a written quote before any work begins.
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Payments Query
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Do you offer refunds if I cancel a project?
For monthly retainers, you can cancel anytime and you're only billed for time already worked. For fixed-price projects, refund terms are set out in the project agreement.
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What is the monthly cost of ongoing support?
Our support plans start at $25/month for a single active project — see the pricing page for a full breakdown of what's included at each tier.
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Which payment methods do you accept?
We accept major credit cards and bank transfer for invoiced projects. Recurring plans are billed automatically each month.
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Can I switch between plans mid-month?
Yes. Upgrades take effect immediately; downgrades apply at your next billing cycle so you don't lose access to work already in progress.
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Do you require a deposit for custom projects?
For fixed-price engagements, we typically require a deposit before kickoff, with the remainder billed at agreed milestones.
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Will I be notified before my card is charged?
Yes, you'll receive an invoice and reminder email several days before each recurring charge.
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Are there any setup fees?
No setup fees on any of our standard plans. Custom enterprise engagements may include a one-time onboarding cost, which is always disclosed upfront.
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Can I get an invoice for accounting purposes?
Yes, a detailed invoice is generated automatically for every payment and available in your account dashboard.
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Setup or Installment
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How do I get access to my project dashboard?
You'll receive login credentials by email once your project or support plan is activated.
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Do I need to install anything on my end?
For most web-based projects, no — everything runs in the cloud. For internal tools or on-premise deployments, we provide a guided setup.
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How is my existing data migrated?
We run a staged migration with a full backup beforehand, then validate data integrity before decommissioning the old system.
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How long does initial setup take?
Most cloud-based setups are ready within a few business days. Complex migrations from legacy systems can take longer depending on data volume.
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Can you set this up without disrupting our current operations?
Yes — we typically run new infrastructure in parallel with your existing system until we've verified everything works, then cut over with minimal downtime.
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Do you provide staging environments?
Yes, every project includes a staging environment separate from production so changes can be tested safely before going live.
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What if our team needs training on the new system?
We include onboarding sessions and documentation as part of every project handoff.
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Who do I contact if setup issues come up?
Your assigned project contact is your first point of contact, with our support team available for anything urgent.
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Technical Support
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How do I report a bug?
Submit it through your project dashboard or email our support address with steps to reproduce it — we triage all reports within one business day.
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What are your support response times?
Standard plans get a response within one business day; Advanced and Premium plans include priority support with faster response windows.
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Do you offer 24/7 emergency support?
Premium plan clients get 24/7 coverage for critical production issues. Other plans cover business-hours support with an on-call option available on request.
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How do you handle production outages?
We have monitoring and alerting in place to catch issues before customers report them, and an incident process to restore service and document root cause.
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Can you support a system you didn't originally build?
Yes — we regularly take over maintenance of existing systems after an initial code and architecture review.
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What browsers and devices do you test on?
We test across major browsers (Chrome, Safari, Firefox, Edge) and both desktop and mobile viewports as part of standard QA.
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Do you provide API documentation?
Yes, every custom API we build ships with documentation covering endpoints, authentication, and example requests.
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How do I request a new feature on an existing project?
Feature requests go through your account contact, who scopes the work and gives you a timeline and cost estimate before starting.
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Retailers & Customer
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Can you build e-commerce features into our platform?
Yes — product catalogs, checkout flows, and payment gateway integrations are common parts of our custom software work.
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Do you integrate with existing POS or inventory systems?
Yes, we've integrated with a range of point-of-sale and inventory platforms depending on what your business already runs.
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Can customers self-serve support through the platform?
We can build in-app help centers, chatbots, or ticketing flows so your customers get answers without contacting your team directly.
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How do you handle customer data privacy?
We follow data protection best practices including encryption at rest and in transit, and design systems to meet relevant compliance requirements for your industry.
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Can the platform handle seasonal traffic spikes?
Yes, we architect for scalability from the start, using cloud infrastructure that scales up automatically during high-traffic periods.
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Do you support multi-currency or multi-region customers?
Yes, this is a common requirement we design for in e-commerce and SaaS platforms serving international customers.
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Can you add loyalty or referral programs?
Yes, these are typically built as modular features that integrate with your existing customer accounts and order history.
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How do returns and refunds get handled in the system?
We build configurable return/refund workflows tied to your existing payment processor and order management logic.
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Security Issues
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How do you secure customer data?
Data is encrypted both at rest and in transit, with access controls limiting who inside your organization can view sensitive information.
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Do you perform security audits?
Yes, we run security reviews at key project milestones and offer ongoing audits as part of Advanced and Premium support plans.
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What happens if a security vulnerability is found?
We patch confirmed vulnerabilities as a priority, typically within 24-48 hours for critical issues, and notify affected clients directly.
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Are you compliant with data protection regulations?
We build with GDPR and general data protection best practices in mind and can accommodate specific compliance requirements like HIPAA or SOC 2 on request.
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Do you use two-factor authentication?
Yes, we recommend and implement 2FA for all admin and customer accounts on projects we build.
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How often do you update dependencies for security patches?
We monitor for known vulnerabilities in dependencies and apply security patches on a regular schedule, with critical patches applied immediately.
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Can you help us respond to a security incident?
Yes, our support team can assist with incident response, including identifying the cause and helping you meet any disclosure obligations.
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Do you offer penetration testing?
We can arrange third-party penetration testing for projects that require it, particularly for platforms handling sensitive financial or health data.
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Brand Creation
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Can you design the interface to match our existing brand?
Yes — we work from your brand guidelines, logo, and color palette to make sure every screen looks consistent with your existing identity.
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Do you offer UI/UX design services separately from development?
Yes, we offer standalone design engagements if you need interface design without a full development build.
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Can you help us establish a brand identity from scratch?
For early-stage products without existing branding, we can collaborate on core visual identity as part of the product design phase.
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How many design revisions are included?
Most projects include two to three rounds of design revisions before development begins, with additional rounds available if needed.
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Do you provide a design system or style guide?
Yes, we deliver a reusable component library and style guide so your team can maintain visual consistency as the product grows.
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Can you redesign our existing product without a full rebuild?
Yes, we regularly do incremental redesigns that improve the interface without requiring a ground-up rewrite of the underlying system.
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What design tools do you use?
We typically design in Figma, which makes it easy to share prototypes and collaborate with your team during review.
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Do you test designs with real users before development?
For larger projects, we recommend usability testing on prototypes before committing to full development.
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Legal Support
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Who owns the code once the project is complete?
You do. Once final payment is received, full ownership of the custom code we build for you transfers to your company.
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Do you provide a service agreement or contract?
Yes, every project starts with a written agreement covering scope, timeline, payment terms, and intellectual property ownership.
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What happens to our data if we end the engagement?
We provide a full export of your data and, on request, assist with migration to a new provider or in-house team.
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Do you carry liability insurance?
Yes, we carry professional liability insurance appropriate to the scale of the projects we take on.
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Can you sign our company's standard vendor agreement?
In most cases, yes — we're used to working within enterprise procurement and legal review processes.
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How do you handle disputes over project scope?
Our agreements define scope clearly upfront, and any changes go through a documented change request process to avoid ambiguity later.
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Are subcontractors bound by the same confidentiality terms?
Yes, any subcontractor we bring onto a project is bound by the same NDA and confidentiality terms as our core team.
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Can you provide references from past clients?
Yes, we're happy to connect you with past clients who've agreed to serve as references, subject to their availability.
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