Bug or new feature?
When something on your site starts acting up, or you simply want it to do more, the first question we ask ourselves is: is this a bug, or is it something new? The answer decides who pays for it and when — so we always sort it out before we start any work.
What counts as a bug
A bug is when something that used to work — or was supposed to work according to the site's original design — stops working for some reason. Here's a concrete example: you run a law firm, and the contact form on your site has stopped sending you email notifications about client inquiries for a week now. It used to work, and it's supposed to keep working — that's a textbook bug.
Whether the fix costs anything depends on timing. During the revision period after launch — 14 days for Business Card, 30 for Professional, 60 for Expert — we fix bugs free of charge, and content changes during that time are free too. After that, the fix is covered by the ongoing-care subscription if you have one; without it, we quote it individually, at our current hourly rate, before we start. The details are in What's included in ongoing support, and what's billed separately.
What counts as a change request
A change request is a different situation entirely: a new feature, a different layout, or an idea that simply wasn't part of the original project scope. Nothing broke — you just want something the site never had before.
Example: you run a dental practice, and you get the idea to add a newsletter sign-up with tips for patients. The site never had that form, so this isn't a repair — it's new functionality. Before we start building, we'll scope it and give you a quote for the time it takes.
A quick way to tell the difference
If you're not sure which category your request falls into, one question usually settles it: has something that used to work stopped working?
If you're still not sure, don't overthink it — just send us a message. We'll take a look and tell you plainly which situation you're dealing with.
Want to know exactly what else is included in ongoing support, and what's billed separately? Check out: What's included in ongoing support, and what's billed separately