Digital support accompanies your website or software assignment with DustinLabs. Read who the service is for and how we agree on tickets, repairs, scheduling and costs.
Digital support is available to existing customers for whom DustinLabs develops, modifies or extends a website or software, or has done so previously. You can also arrange digital support when we carry out a clearly defined modification or extension. Your website or software does not have to have been built entirely by us. We assess in advance which components we can responsibly support. Hosting or domain registration with DustinLabs alone does not provide access to digital support. Assistance for those services remains subject to their own service agreements. We first review the technology, access and current functionality. We then record which components we support and confirm the package or individual work alongside your website or software assignment.
What do we agree before digital assistance begins?
We assess the technical condition, current operation and required access. Together, we specify which website, software and components the assistance covers. A previous small change does not automatically place the entire environment under our functionality warranty. We also specify which backups and recovery options are available, who manages them and the retention period. Backups and recovery arrangements are agreed separately as part of the hosting or management agreements. If a technical assessment or repair of existing problems is needed first, we discuss the work and costs in advance. The subscription begins on the start date confirmed together. Hosting and planned technical maintenance remain separate agreements.
Packages and rates
Support provides 12 hours of ticket service per working day; Partner provides 24 hours. With both, you receive a first substantive reply within 1 service hour. Partner also provides more change tickets and practical improvement advice each month. Unlimited problem reports, the functionality guarantee and monthly cancellation are included in both packages.
Prices exclude 21% VAT. Unused change tickets carry over for one subscription month, with a maximum of one additional bundle. The response time applies to your first substantive reply; we agree on the work for each ticket. Implementing improvement advice counts as a change ticket.
Which subscription suits my business?
Support suits everyday assistance, small changes and advice: 8 change tickets for €49,99 per month excluding VAT. Partner provides 24 change tickets for €129,99 per month excluding VAT, with more scope for extensions, simple automations and proactive advice. Support provides 12 hours of ticket service per working day; Partner provides 24 hours. With both, you receive a first substantive reply within 1 service hour and can report problems without limit, with a functionality guarantee on agreed components. We discuss your first three requirements and recommend a suitable package. If you need assistance only occasionally, individual assistance at €85,00 per hour may be more economical.
Tickets and scheduling
What counts as one change ticket?
One change ticket covers one small, agreed-in-advance change or advice request within the components we support. Examples include updating opening hours on one page or adding a user account. We confirm in advance what the request includes and whether it fits your package. The ticket counts when we start processing the agreed request. Several independent requests count separately. A new design, custom integration or larger extension receives a separate proposal; we do not divide such a project into tickets without discussing it with you. We agree the order of work and handle routine changes one at a time. Replies, additional information and repairs to our solution within the same request do not require a new ticket. The initial meeting and monthly improvement advice with Partner do not use a ticket; implementing a recommendation does count. We track the tickets used and discuss this before your allowance runs out. Problem reports do not count.
Can I carry over unused change tickets?
Yes, to the next subscription month, with a maximum of one additional monthly allowance. This means you can use a total of up to 16 change tickets with Support or 48 with Partner in one month. We use the oldest tickets first. Carried-over tickets expire at the end of that next month and do not accumulate further. We complete enquiries already started according to the agreed schedule.
When will I get a response, and when will it be finished?
With both subscriptions, you receive an initial substantive reply to your ticket within 1 service hour. This applies to questions, change requests and problem reports covered by your support agreement. The response time applies to the first substantive reply. Repair and delivery are agreed for each ticket. We coordinate the work based on its scope, available time and the information needed. Your package's service hours determine when the response-time clock runs.
What if I have used my change allowance or my enquiry is larger?
Problem reports remain included even when the change bundle has been used up. New requirements can move to the next subscription month or receive an agreed price for additional work in advance. Larger projects receive a separate proposal; we do not split them into paid tickets without consultation. Additional paid work starts only after your approval.
Service hours and response time
How do the 12- and 24-hour service work?
Support provides 12 hours of ticket service per working day, from 09.00 to 21.00. Partner provides 24 hours of ticket service per working day, from 00.00 to 24.00. Service hours apply Monday to Friday, excluding Dutch public holidays, in Dutch local time. You can submit a ticket at any time. A service hour counts only within your package's service hours. Outside those hours, the response clock pauses. The period starts or resumes when the service window next opens: at 09.00 for Support and at 00.00 for Partner on the next working day. With Support, a ticket submitted on Friday at 20.30 receives a substantive reply no later than Monday at 09.30. With Partner, a ticket submitted on Friday at 23.30 receives a substantive reply no later than Monday at 00.30. Both examples apply when Monday is not a Dutch public holiday. Submit your request through ticket.dustinlabs.com and describe what you need. You can find replies and updates in the same ticket. You can report errors, bugs and problems without limit; they do not use change tickets. New requirements and modifications fall within your change bundle or a separate assignment agreed in advance.
Problems and functionality guarantee
Can I report errors, bugs and problems without limit?
With both subscriptions, you can report errors, bugs and problems through ticket.dustinlabs.com without a limit on the number of reports. These reports do not use change tickets, even when your monthly allowance has run out. Investigation and repair of components covered by our functionality warranty are included. You do not have to wait for a new month or buy extra change tickets for this.
What does the functionality warranty cover?
Is an agreed component of your website or software not working as it should? During your subscription, we investigate and repair it without additional labour costs or change tickets. This applies to the components recorded at the start that DustinLabs has supplied or taken into management. We assess the current functionality beforehand and record which components and functions are covered by the functionality guarantee. New requirements and extensions fall within your change bundle or a separate project. You can also report faults at other suppliers. We help with investigation and coordination; that supplier's availability remains subject to its own agreements. External costs and work outside our management are discussed in advance.
Is digital assistance also available for a website or software from another developer?
Yes, if DustinLabs carries out or has previously carried out a change or extension to that website or software for you. Hosting alone is not sufficient. Have you not yet commissioned website or software work from DustinLabs? First discuss the change or improvement you would like. We assess the technology and access, and specify which components will subsequently be covered by digital assistance and our functionality warranty.
Individual assistance and separate costs
Can I also request help without a subscription?
Yes, if you are eligible for digital assistance as an existing DustinLabs website or software customer. Individual digital assistance costs €85,00 per hour excl. VAT. Examples include text, photos, a menu, opening hours, email or an existing form. We discuss the work, time, costs and schedule in advance. Larger extensions require a separate proposal.
How do you charge for individual tasks?
Investigation, consultation, implementation and checks all count towards the time. We round the total time for each agreed assignment up to the next quarter of an hour once, with a minimum of 15 minutes (€21,25 excluding VAT). A non-binding enquiry costs nothing. We request approval first for additional work or a higher time estimate.
Which services do I pay for separately?
Hosting, domain names and paid software or licences are not included. A new website, larger software development project, extensive migration or help on site requires a separate proposal. Planned technical maintenance and checks are agreed separately through website maintenance.
Start and cancellation
How do I start a subscription, and how can I cancel?
Tell us which DustinLabs website or software assignment you would like support with. We confirm whether digital support is suitable and discuss the components covered by our functionality guarantee, your first three requirements, the package and the start date. Submit requests through ticket.dustinlabs.com. The subscription is cancellable monthly: give notice before the start of the next subscription month. The current month continues until its end.
