📄 Support levels

Our support levels


Level 1 covers content changes and routine administrative tasks that do not alter the website's functionality.
Level 2 covers configuration, troubleshooting, and optimisation of existing features without custom programming.
Level 3 covers any request requiring software development, custom coding, system integration, or architectural changes.


This definition can help you better understand the different levels:
  • Can it be done by editing content? → Level 1
  • ​Can it be done by configuring existing software? → Level 2
  • ​Does someone need to write code or have deep engineering knowledge ? → Level 3

Level 1 – Standard Support

These are simple tasks with no technical analysis required.

Typical characteristics:
  • No coding
  • No configuration logic
  • No testing beyond a quick visual check
  • Usually completed in 5–30 minutes

Examples:

  • Correct spelling mistakes
  • Replace an image
  • Update phone numbers or addresses
  • Publish supplied content
  • Change a button colour (if configurable)
  • Add a downloadable PDF
  • Create a redirect
  • Reset a password
  • Create or delete an email account


Level 2 – Advanced Support

These require technical knowledge and configuration, but no custom development.

Typical characteristics:
  • Existing tools can do it
  • Requires understanding of WordPress/plugins/email systems
  • May require testing
  • Usually 15 minutes to 1 hour

Examples:

  • Configure a booking plugin
  • Modify WooCommerce shipping rules
  • Add new fields to a contact form
  • Configure email routing
  • Configure SPF/DKIM/DMARC
  • Restore a backup
  • Investigate why emails go to spam
  • Configure multilingual plugins
  • Configure user permissions
  • Install and configure a new plugin


Level 3 – Development / Engineering

Anything that goes beyond Level 2 (requiring writing code or designing a technical solution)

Typical characteristics:
  • Custom development
  • Requires specifications
  • Requires testing
  • May require staging environment
  • Estimated before implementation

Examples:

  • Email related problems that require a deeper knowledge (SMTP)
  • Develop a custom WordPress plugin
  • Modify plugin behaviour through code
  • Create a custom API integration
  • Synchronise with an ERP or CRM
  • Develop custom reports
  • Implement complex automations
  • Create bespoke WooCommerce functionality
  • Optimise database performance
  • Resolve bugs requiring code changes