№ 02 Five kinds of message

Who picks it up, and what it costs

CustomHosted runs your hosting. CodeHerder changes your app code through a pull request. CustomLabs builds what is bigger than one change. 3 of the 5 kinds cost nothing extra. 2 carry a price, and each row says so in words.

Kind	Example	Who picks it up	What it costs	Read more
A question	Does my plan cover a second domain? What does the estimate include?	CustomHosted	The plan covers it. Included in every plan. The plan lists "A human who answers".	Pricing
A problem	The site is down, slow, or showing an error.	CustomHosted	The plan covers it. It is handled at no extra charge. A long enough outage moves the number the other way instead, as a service credit.	Incidents
An ops request	Add a DNS record, a redirect, or a response header.	CustomHosted	The plan covers it. No charge — a single edge rule is an ops request, the same as a DNS record.	Delivery
A change to your app	Add a field to a form. Fix a wrong price on a page.	CodeHerder	Priced apart. Agentic iteration — CodeHerder, $25/mo. One flat line, not a price per change.	Brief a change
A bigger build	A new feature, a redesign, or a routing rebuild.	CustomLabs	Priced apart. Quoted flat, up front. Still ships through the same pipeline once it's built.	Custom

№ 03 After you press send

Three short paths

A question, a problem, and a change each go a different way.

A question

Within one business day

A person from the team that runs your stack reads your message and writes back. The reply comes within one business day, on the same quote channel.

A problem

It startsAuto
ConfirmedAuto
TriagedCustomHosted
You hear from usCustomHosted
It's workedCustomHosted
Out of hoursCustomHosted
It's closedYou

See the first hour in full.

A change

You write it in the formYou
We read it and size itCustomHosted
Briefed as a changeCustomLabs
An agent opens the pull requestCodeHerder
A human reviews and mergesCustomLabs
It ships through the same pipelineCustomHosted
You're told it's doneCustomHosted

A change becomes a pull request you can see and approve. It is not a ticket in a queue.

Read how the review works and what to put in a brief.

№ 04 When you hear back

Expectations, not a contract

These are expectations, not a contractual SLA. The binding availability commitment lives in the SLA.

A question or a quote request: Within one business dayA person from the team that runs your stack writes back during business hours.
Business hours and an outage: Priority on an outageThe automated watching runs continuously. The people behind an escalation work business hours, with priority on an outage and best effort outside them.The first hour of an outage →
A change to your app: No posted turnaroundThere is no promised number of hours or days for one change. We have not measured a delivery time we would stand behind, so we do not post one.Pace and order of changes →
Automated watching: Auto-handledRestart, retry, or redeploy the last known-good version, done automatically. No one, unless it recurs — it goes in the log, not a message to you.The watch list →

№ 05 Write it so it moves

Five parts of a good message

A message with these parts moves faster. Each part has an example. The brief page explains why.

What you want
Add a yearly-billing toggle to the estimator.
Where it goes
The estimator on /pricing.
What must not change
Don't touch the layout — just add the toggle.
How you'll know it's done
Toggling to yearly shows a lower rate than the monthly one.
How urgent
This week — routine.

№ 06 What your plan already covers

In the plan, and not in the plan

Every plan, static or dedicated, includes the first list. The second list is priced apart.

In every hosting plan

TLS certificates
DNS management
Daily backups
Monitoring & alerts
Security patching
A human who answers

Not in a hosting plan

A change to your app CodeHerder
Your application code stays yours to run. A change to it is an add-on: Agentic iteration — CodeHerder, $25/mo.
A bigger build CustomLabs
Quoted flat, up front. Still ships through the same pipeline once it's built.

№ 07 This site's own support channel

This site follows its own rules

You can check each line below against the pages. The logins page has the same facts from the other side.

No mailbox: This site prints no email address. The quote form is the only way in, and the build fails if an address appears in the pages.
One form, 7 capped fields: Each of the 7 fields has a length cap. A field longer than its cap is cut to the cap, not refused. The submission still arrives, with the overflow dropped.
No ticket portal to sign in to: There is no account to have a password for, and no store that could hold one.

№ 08 The honest limits

Said plainly

One channel in, business-hours people, and no backlog tool run for you.

One channel in
The quote form is the only door. There is no phone line, no chat window, and no email address.
No staffed round-the-clock desk
The automated watching runs continuously. The people behind an escalation work business hours, with priority on an outage and best effort outside them.
Third-party outages, we cannot fix
A dependency living in a service we do not run goes down on its own schedule, not ours.
No backlog tool run on your behalf
We hold the order you give us. We do not run a project-management board, a ticket queue, or a prioritisation meeting for you — that stays yours.
One change in the air at a time
There is no second lane. Two changes that touch the same files cannot both be in flight, so one finishes — reviewed, merged, and shipped — before the next one starts.

№ 09 Self-serve

One form. Who picks it up.