Support

Post-launch care, without the drama.

This is the support hub for CrysoLabs clients. You will find the right channel for your question, what our response times look like, and an overview of our ongoing maintenance plans.

Get help

Pick the right channel.

Every request is routed to the core team — no ticket queues, no outsourced first-line. Using the right channel helps us get to you faster.

Client Portal

Active clients raise support requests, revisions, and questions in their Client Portal — each item is tracked against your engagement.

Email

For anything that does not fit the portal — invoices, access issues, new scope — email our support inbox directly.

[email protected]

New enquiries

If you are not yet a CrysoLabs client and want to discuss a project, please use the contact form — support is reserved for active clients.

Response expectations

Clear response times, by plan.

We publish the response times we commit to. During business hours (Mon–Fri, our local time), most requests are handled much faster than the guaranteed window.

Plan

When it applies

First response

What it covers

Warranty window
When: First 30 days after launch
Response: Next business day
Covers: Bug fixes on delivered scope
Care plan
When: Ongoing monthly
Response: Within 1 business day
Covers: Updates, small fixes, monitoring
Growth plan
When: Ongoing monthly
Response: Within 4 business hours
Covers: Care plan + reserved dev hours
Business plan
When: Ongoing monthly
Response: Within 2 business hours
Covers: Priority support, SLA, roadmap work

Response times are to acknowledge and triage — resolution time depends on complexity and the plan. Specific SLAs are agreed in writing for Business plan clients.

What's included

Keep your software healthy.

A maintenance plan is not a support hotline — it is an ongoing relationship with the studio that shipped your software. Here is what it covers.

Bug fixes and small changes

Breakages, small content and copy updates, and minor UI adjustments on the delivered scope.

Uptime and error monitoring

Production monitoring on websites and applications we host, with alerting to our team.

Security updates

Regular dependency and platform updates to keep your stack patched and supported.

Reports you can share

A simple monthly summary of what was done, what was fixed, and what we recommend next.

Frequently asked questions

Do you offer support for sites you did not build?: Yes, on a case-by-case basis. We start with a short technical audit so we know what we are inheriting. If the codebase is healthy enough to support responsibly, we will quote an appropriate plan.
What is not covered by a support plan?: New features, new integrations, and major redesigns are scoped as separate engagements or change requests. Growth and Business plans include a pool of reserved development hours that can be used for small additions.
How do I upgrade, downgrade, or cancel?: Support plans are billed monthly or annually and can be changed or cancelled at any time. Your plan stays active until the end of the current billing period — see our Refund Policy for details.
Can you sign an SLA?: Yes — our Business plan includes a written response-time SLA. For regulated industries or agency engagements, we are happy to sign a tailored agreement.

Already a client? We've got you.

Beyond support

Move from one-off help to a predictable support relationship.

For current and past clients, retainers keep fixes, updates, small improvements, and monitoring from becoming a scramble.

Explore maintenance

Best next step

Need help beyond a support article?

Pick the route that matches whether you are an existing client, a business with a live system, or a team considering a retainer.

Request ongoing support

For live websites and systems that need updates, monitoring, fixes, and retained help.

Support path

Book a discovery call

For complex or unclear scopes where a founder-led conversation will save time.

Book a call

Request a software scope

For dashboards, internal tools, MVPs, automations, integrations, and workflow systems.

Scope software

Start a website project

For SaaS, B2B, service businesses, and premium brands that need a site buyers can trust.

Scope a website