Website support:what broke, where to writeand when we answer
Website support is part of the subscription from 12,800 ₸ a month. This page answers four questions without a preamble: which channels reach us, when a person answers, what we fix ourselves and what we walk you through. And what to attach so your enquiry closes on the first reply instead of a week of back-and-forth.
Mon-Fri, 09:00-18:00
when support works through enquiries
0 ₸
per enquiry — support is part of the subscription from 12,800 ₸ a month
3 languages
Russian, Kazakh and English — we answer in all three
Where to write, and when you will hear back
None of these channels is the priority one — they all reach the same people. The only difference is what is convenient to attach: your voice, a screenshot or a file.
When we are around
How to reach us
What people actually come to us with
What counts as urgent, and what is an ordinary task
Anything breaking the site for your customers comes first, everything else after. This is the order in which enquiries are picked up, and it is the same for everyone — from the trial to the fifth year of a subscription.
What happens to your message
None of these steps can be reordered — and the second one is why an enquiry cannot get lost in somebody's personal chat.
You describe what happened
Through the form at the bottom of this page or any channel above. The minimum is the page address and what you expected to see instead of what you saw.
Enquiry sent
It becomes a card on a board
Not an email in an inbox one person opens. The card names the page you wrote from, so the work starts with context rather than with “and where exactly were you?”.
A card in progress
A person works through it and replies
Anything breaking the site for your customers first, everything else after. If it is our fault we fix it and say what we did. If it is an edit in your admin panel we show you the screen. If it is custom work we quote it.
A reply with a fix or a quote
We close it — or move it to separate work
You confirm the close, not us. If you write again because it did not help, that is not a duplicate: a repeat enquiry arrives as its own card and is never merged into the previous one.
Closed or quoted
There is a person behind every answer here during working hours — that costs us more, and works better for you, than printing “24/7” on a website.
Support works through enquiries Mon-Fri, 09:00-18:00; weekends are Sat-Sun: by arrangement. The rest of the time the site keeps running and keeps taking enquiries: they collect on the board rather than disappear. Silence in the chat at night means we are asleep, not that your customer is lost.
What we do, what we talk you through, and what we do not do at all
Anything that breaks on our side, we fix. Anything that takes a minute inside your own admin panel, we show you — faster than handing the task back and forth. And what support does not do at all is named right here, so you never wait for something that is not coming.
We do it
Our side: the platform, the domain, access, enquiry delivery
- Fix whatever broke on our side of the platform
- Work out why an enquiry did not arrive and show you its card on the board
- Help you connect your own domain in place of the technical address
- Restore admin access once we have verified the owner
- Tell you which of the 35 sections solves what you are trying to build
- Quote custom work when no ready section genuinely fits
We talk you through it
Edits inside your own admin panel: another pair of hands makes them no faster
- Copy, prices and photos on your pages — we show the screen, you make the change
- Assembling a new page from the section catalogue
- Translating into a second and third language — the assistant drafts, you approve
- Deciding who on your team gets admin access
- Which fields to add to a form so enquiries arrive more complete
We do not
Deliberately outside support, so you never wait for something that is not coming
- Reply to your customers on your behalf
- Run your social accounts or set up ad campaigns
- Patch someone else's site piece by piece — we move it onto our platform in full instead
- Promise answers at night, at weekends or on public holidays
- Edit your content without being asked
- Write your site's content for you — the AI assistant, included in the subscription, is there for that
Four things that save a day of correspondence
The difference between an enquiry that closes on the first reply and one that runs for a week is almost never the difficulty of the problem. It is these four lines.
Might help
The full page address
Copy the link from the address bar rather than writing “on the home page, near the bottom”. A site has three languages, so one page lives at three addresses — the link shows immediately which one you were on.
What you did and what you expected
“I pressed send, expected a thank-you, got an error” is resolved far faster than “the form does not work”. Three sentences is enough.
A screenshot with the clock in it
A shot of the whole window, showing the time and date. The timestamp is how we find your case in the logs; a cropped image with no address is not.
Device and browser
“iPhone, Safari” and “Windows, Chrome” are different stories. More often than not the work starts by reproducing your exact setup on our side.
What people ask before writing in
The schedule, the order of work and the boundary — everything worth knowing before you write.
Describe what happened, and attach the page address
This form creates a real enquiry: it reaches people as its own card rather than an inbox nobody opens. The phone number is required — it is how we come back to you when a thread is not getting there.
- The card names the page you wrote from, so you never have to retell the context
- We answer Mon-Fri, 09:00-18:00; weekends are Sat-Sun: by arrangement
- Written twice? We see both — repeat enquiries are never merged
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