Support hub

Existing clients: your portal is the fastest way to reach the team.

Common questions

How do I report a bug or request a change?

Log into your client portal and open a ticket. Tickets are the fastest route — they go straight to the team that built your system, with your project context attached.

What are your support response times?

Urgent (system down): within 4 business hours. High: same business day. Normal: within 2 business days. Priorities are set on each ticket and visible in your portal.

My site or app is down — what do I do?

Open a ticket marked Urgent, and email [email protected] with 'URGENT' in the subject as a backup channel. Hosting-level incidents on Goldan Host infrastructure are monitored around the clock.

Do you support systems you didn't build?

Case by case. If you're inheriting a system from another developer, start a project brief describing it — we'll assess whether we can take it on responsibly.

How does post-launch support work?

Every project includes a support window (typically 30 days per phase). After that, most clients move to a monthly care agreement covering updates, monitoring, and small changes.

How do I pay an invoice?

Invoices in your client portal have a Pay button that takes you to secure Stripe checkout. Bank transfer details are on the invoice PDF if you prefer.

Not a client yet, or can't log in? Email [email protected] and we'll sort you out.