Help
When something jams, you talk to a person.
No call centre, no first line reading a script. Support is handled by the people who write the code — and here, precisely, is what we are committed to.
Who answers
We do. There is no tier between you and the workshop: the person answering is the one who can fix it. That is a consequence of our size, not a promise of speed — there are few of us, and we would rather say so here.
Within what time
What we commit to in writing is a reply within one working day, and that is what we hold to. There is no night rota and no emergency number: what holds on a full Saturday night is the application itself, not someone at the end of a line.
What is guaranteed, in writing
A target availability, written into the contract and checkable in one click. Planned maintenance announced at least forty-eight hours ahead and carried out between 3 and 6 in the morning, barring a security emergency. Databases backed up every fifteen minutes, encrypted, off the main server. And if availability falls below the threshold, a credit note can be claimed.
What we exercise rather than promise
Restoring backups is not a ticked box: we replay it at least once a quarter, on each database, from a decrypted off-site archive. A backup that has never been restored is not a backup, it is a file.
Written in Terms — Security
Before writing to us
If something stops responding, the status page says what our servers answer right now. It does not replace a message — it saves you writing one for nothing, and saves us asking “and what does it do on your end?”.
When we have to open your book
Fixing something sometimes means going in. We cannot learn your password, we cannot change it, and we cannot enter without leaving a trace — and it takes an authorised operator, a written reason recorded before the session opens, and twenty minutes at most. The detail is on the “Your data” page.
Written in Terms — Confidentiality, and who on our side has access to your data
A question before you start?
Write to us. There is no question too simple — most of the ones we are asked are the ones we should have handled in the product.