Bug Fixes

Every Bug Fixed. By Engineers Who Know Your Code.

Priority triage, root cause analysis, and fixes deployed to staging before production. We respond fast, document everything, and make sure the same bug does not come back.

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Reporting a bug

Three ways to reach us.

However you prefer to communicate. We monitor all channels and triage within the SLA window.

Growth & Scale plans

Shared Slack channel

The fastest path to an engineer. Post in your dedicated channel with a brief description, what you expected, and what is actually happening. Tag @oncall for P1 or P2 issues.

All plans

Email support

Send a bug report to your dedicated support address. Include screenshots, screen recordings, or error logs if you have them. We create a tracked ticket and confirm receipt with a priority classification within the SLA window.

All plans

Bug report form

Structured form with fields for environment, steps to reproduce, expected versus actual behavior, and priority assessment. Good for non-urgent issues where context matters.

Available after onboarding

Priority system

Classified, triaged, tracked.

Every bug report gets a priority level. Priority drives response time, escalation, and the engineer assigned.

P1Critical

Application is down, data is being lost, payments are failing, or a security breach is in progress. All hands.

Response

< 4 hours

Resolution

Same day

P2High

Core feature is broken for a significant portion of your audience. Not down, but seriously degraded. Users are noticing.

Response

< 8 hours

Resolution

< 24 hours

P3Medium

A feature is broken for a subset of users, or a workaround exists. Business is not impacted but the issue needs to be resolved.

Response

< 24 hours

Resolution

< 48 hours

P4Low

Cosmetic issues, minor usability problems, or technical debt that should be addressed but is not causing user-facing problems.

Response

< 48 hours

Resolution

Next window

Clear definitions

Bug vs feature. We keep it clear.

The distinction matters because it affects which plan hours are used and whether something gets built under maintenance or scoped separately.

Bug — covered by plan

Something that was working stopped working

Or never worked correctly as originally specified. If the original build promised a behavior and that behavior is broken or absent, it is a bug.

A button that worked last week throws a JavaScript error

Emails that used to send are now going to spam or not arriving

A calculation that was correct is now producing wrong results

A feature that was in the original spec never actually worked correctly

Feature — uses feature hours

New capability or changed behavior

Anything not in the original spec, any changed behavior, or any new capability — regardless of size. Small does not mean it is a bug.

Adding a new payment method that was not in the original scope

Changing how user roles work to support a new workflow

Building a new dashboard section your customers have been requesting

Integrating a third-party service that was not in the original build

Plan limits

Bugs per month by plan.

Essential

bugs/month

$99 per additional bug

Covers P1–P4

Growth

Unlimited

No extra charge

P1/P2 always prioritised

Scale

Unlimited

Dedicated engineer

SLA guaranteed

P1 and P2 bugs are always prioritised regardless of plan or monthly count. A critical production outage is not something we triage against a quota.

Prevention

Fewer bugs over time. Not just faster fixes.

Every plan includes maintenance practices that reduce the bug rate — not just the fix rate.

Code review on every change

Every code change goes through review before it reaches production. We catch bugs before they ship rather than after your users find them.

Dependency updates on schedule

Outdated dependencies introduce bugs. We keep your stack current so version conflicts and deprecated APIs do not break your application silently.

Monitoring catches regressions early

Error rate spikes after a deploy are caught within minutes, not days. Early detection means smaller blast radius and faster resolution.

Bugs happen. How fast they get fixed is the variable.

Get a plan that includes guaranteed response times, root cause analysis, and unlimited fixes on Growth and Scale.

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P1 and P2 bugs always prioritised. Response within 4 hours.