Is a time-sensitive fix for a bug that renders a part of the site non-functioning or insecure.

Raise a Repair Ticket if you have an urgent request to fix a fault within an existing feature or function that is key to the site being functional, or where there is a significant security risk.

Examples of security risks are a known or suspected incident of hacking, or a payment gateway being diverted from the correct endpoint.

Repairs will be fixed regardless of budget remaining, which may impact the delivery of your improvement and consultancy tickets currently being worked on or awaiting work to start. Please note - If a critical repair cannot be hotfixed, a release may need to be rolled back and/or other tickets delayed until the repair is deployed.

Please only report one repair issue per ticket, and please include all of the necessary information needed to fix the issue without reaching out to you for further detail.


Tickets raised that do not contain the necessary information will not only lead to delays in resolving the issue but also budget being used unnecessarily for communications.

We aim to respond to your repair within the agreed SLA, however during busy periods, we will inform you if there is a delay.

Due to the nature of repair tickets, and to meet demand, tickets that have been actioned and are awaiting confirmation or input from you for over 7 days will be marked as ‘done’. Tickets that do not have a resolution and are awaiting information from you for over 14 days will be marked as ‘done’ due to no response.

Is a minor change or enhancement you would like to be carried out.

The difference between a Repair and an Improvement is that one is a fix to make something function as it prevents the use of the site as-is, and the other is an amendment to make something work or appear in a more desirable manner.

Please submit Improvement Tickets when requesting minor changes or enhancements to an existing piece of functionality.

For example… Text changes, adding a call to action, a menu or module change or work arising from base testing such as repairing broken links or enhancing page speed. Please limit requests to one stand-alone issue or a small number of related issues, as this will maximise efficiency.

Tickets must, on creation, contain clear specifications as to the desired outcome. Additional requests cannot usually be accommodated once the work is in progress due to scheduling arrangements.

On submission, Improvement Tickets are sent to the backlog, our waiting area, and will be moved into an active sprint in priority order when you have available support hours.

If your tickets have changed priority since submission, please let us know which ones are your priorities for the current month and month ahead and we will work through them in the order specified.

If you have over-run your monthly budget, your Account Manager will discuss options with you.

Please remember, this ticket type should be submitted for work you are certain you would like to be done.

If you are uncertain whether the work is needed or within budget, or for costings, estimates, or advice - please open a Consultancy Ticket rather than an Improvement Ticket.

The Improvement Ticket pathway is a long one, with each ticket passing through at least four different team member’s hands and going through as many as 13 steps before being sent to you for approval. If you need an update, please comment directly in the ticket and tag the name of your account manager or one of the team members working on the ticket and we will get back to you and advise you on the progress so far.

Is for advice, guidance, an estimate or discussion.

Raise a Consultancy Ticket for any general queries you may have, including costings, advice and guidance, training or requests to discuss an improvement.

We are unable to carry out development or design work within a consultancy ticket due to workflow restrictions. So, once the work has been agreed we will raise an Improvement Ticket on your behalf to book time in the studio to complete.