Ticket in the client portal
Report a problem from your dashboard and follow what happens until it is fixed. You need to be signed in for this.
Open a ticketSupport and guarantees
How to reach us when something breaks, and what we guarantee
Here you can see where to report a problem, how quickly we get back to you, what maintenance includes and what stays yours once we hand the site over.
Support channels
If you have an account, a ticket is the fastest way to reach us, because the report, the conversation and the status stay together.
For reports, questions and complaints. We reply to the address you wrote from.
kontakt@itexpert.rsPhone
When it is urgent, for example when the site is down. If we miss your call, we call you back during working hours.
+381 61 296 6499Viber and WhatsApp
Same number as the phone. Handy when you have a quick question or want to send a screenshot from your phone.
Working hours:Monday to Friday, 09:00 to 17:00 (Belgrade time)
Response times
The first response time depends on your package. A first response means one of us has looked at your report and told you what happens next.
| Level | For | First response | Site is down |
|---|---|---|---|
| Standard | Start package and clients without a package | 1 working day | Goes ahead of other reports, no fixed time |
| Growth | Growth package | 8 working hours | Goes ahead of other reports, no fixed time |
| Priority | Premium package and IT support subscribers | 4 working hours | 2 hours during working hours |
- Times run on working days from 09:00 to 17:00. If a report arrives after 17:00 or at the weekend, the clock starts at 09:00 on the next working day.
- Outside working hours we reply when we can, but with no guaranteed time.
- If your IT support plan states a shorter time or 24/7 support, for example Enterprise with a 1h SLA, what the plan says applies.
- How long a fix takes depends on the problem, so you get an estimate in the first response.
The times in the table are our working standards. Terms of purchase and complaints
Guarantees
This applies to every site we build, whichever package you choose.
The source code is yours
The code of the site we build for you belongs to you, and we hand it over together with the site.
The domain is in your name
We register the domain to you or your company. If you already have one, it stays with you.
All access at handover
At handover you get access to hosting, the site admin and Google accounts such as Analytics, Search Console and Ads.
Nothing ties you to us
If you want another developer, you can move to them whenever you like. We do not hold on to the code, the domain or any account.
Bugs fixed free of charge
Bugs found while the included support runs are fixed at no cost: 30 days with Start and 60 days with Growth.
Cancel whenever you want
You can cancel a monthly subscription whenever you want. The cancellation takes effect at the end of the period you have already paid for, and until then everything keeps working.
What maintenance covers
- We follow security alerts every day, update the framework, libraries and add-ons when fixes come out, and close serious holes as soon as possible
- We make regular backups of files and the database and keep them separately from the site
- We watch that the site is up and check that the contact form actually sends messages
- We check the SSL certificate, form protection and admin access
- We measure speed, and when a change slows the site down, we bring the speed back
- We change content within the agreed scope: texts, prices, images
What it does not cover
- New features and larger development work, which we estimate first and bill separately
- Content entry beyond the agreed scope, for example hundreds of new products
- Outages at other providers: hosting, the domain registrar, Google, the payment processor
The exact list of tasks for your site is in the maintenance offer. If another provider causes an outage, we help you report it and get it fixed, but how long that takes depends on them. Website maintenance
How to report a problem
The more detail you send, the faster we find the problem. Tell us:
- The address of the page where the problem shows up
- What you did before it appeared and what should have happened
- A screenshot or a short video, if you can
- Which device and browser you use, for example iPhone and Safari or Windows and Chrome
- Whether it happens every time or only sometimes
This page describes how we work. What is legally binding are the Terms of purchase when you buy through the site, and for custom projects the exact terms in the offer or contract.
Get in touch and let's see what you need
After the first call you will know what is worth doing, what it costs and how long it takes. The call is free and commits you to nothing.
One of the two of us gets back to you, personally.