Support
Here when you need us
Something not working? Question about your project? Here's the fastest route to a fix, whatever kind of help you need.
Something's broken
Email info@digenixa.com with "URGENT" in the subject. Urgent issues are triaged first, within business hours.
Question or change request
Use the client portal if you have access, or email us. Standard requests are answered within one working day.
Quick question
Try the chat bubble in the corner — it answers common questions instantly and hands over to a human when needed.
Response times
What to expect
| Request type | First response | Hours |
|---|---|---|
| Urgent — service down or unusable | Same working day, prioritised | Mon–Fri 9:00–19:00 |
| Standard support & questions | Within 1 working day | Mon–Fri 9:00–19:00 |
| Change requests & new features | Scoped within 3 working days | Mon–Fri 9:00–19:00 |
| New enquiries | Within 1 working day | Mon–Fri 9:00–19:00 |
Clients with a support agreement may have enhanced cover — check your agreement or ask your project lead.
FAQs
Asked often
Do I need a support contract?
No — every build includes a care period after launch. Ongoing agreements are optional and priced plainly, for businesses that want guaranteed cover.
Can you support something you didn't build?
Often, yes. We'll review it first and tell you honestly whether we're the right people — and if we're not, we'll say so.
Who owns my website/software?
You do. Code, content and data — with documentation. No hostage-taking, ever.
What happens out of hours?
Email lands safely and is triaged first thing. Monitored systems alert us automatically to serious outages.