For existing DustinLabs customers
Digital support for your website and software
Has DustinLabs developed, modified or extended your website or software? Or are we currently doing that work for you? If so, you can come to us for ongoing digital support, changes and advice.
Hosting or domain registration alone is not sufficient for this. Who is digital assistance for? →
Cancellable monthlySupport €49,99 · Partner €129,99 per month excluding VAT
How your tickets work.
One change ticket covers one small, agreed-in-advance change or advice request. We confirm what it includes and schedule your routine changes one at a time. Larger extensions receive a separate proposal in advance. Problem reports do not use change tickets, even when your allowance has run out.
Unused tickets carry over for one subscription month, with a maximum of one additional bundle: 16 with Support or 48 with Partner in total.
Hosting, domains, licences and larger projects are separate. Additional paid work only starts after approval. You can cancel monthly before the next subscription month.
Read all ticket and subscription agreements →
When will you receive an answer?
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.
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.
View the service hours and response arrangements →
In both subscriptions
Unlimited reports. Repairs included.
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.
What does the functionality warranty cover? →
Examples and approach
View example enquiries
With both packages: reporting problems
- A button or form that no longer works.
- An error message when signing in, ordering or exporting.
- Email or an existing integration that does not work as agreed.
Investigation and repair are included for components covered by our functional guarantee.
With Support: changes and advice
- Update text, photos, banners, menus, prices or product information.
- Set up email, add a user account or explain an online tool.
- Practical advice about a new requirement for your website or system.
With Partner: everything in Support, plus small extensions
- Change a simple field, filter or existing overview.
- A small improvement to an existing form, ordering process or scheduling process.
- Add a simple page within your existing design.
We confirm in advance which clearly scoped change fits within one ticket. A custom integration, new design or larger extension requires a separate proposal.
How does the ticket portal work?
Agree first
We first assess the technology, access and current operation. We then specify which components we support and confirm the package or individual tasks alongside your website or software assignment. For a subscription, we also confirm the start date.
Submit your ticket
Use your account at ticket.dustinlabs.com. Describe your question and add a screenshot if needed.
Track progress
You receive a substantive response. In the same ticket, you can read updates, answer questions and see whether the enquiry is open or completed.
A website made by another developer can also qualify if DustinLabs is carrying out or has carried out a change or extension for you. Together, we define which components we support.
Open the ticket portal →
For existing website and software customers
Need one-off help?
€85,00per hourExcluding 21% VAT · €102,85 including VAT per hour
As an existing website or software customer, you can request individual assistance even without a support subscription. From 15 minutes: €21,25 excluding VAT (€25,71 including VAT). We agree on the work, costs and schedule in advance.
View the agreements for one-off help →
Request individual assistance
