Support
Support Services
Delivery is not the end of the job. Every website and app we build comes with technical support: you report it, we investigate and fix it. This page explains how to reach us, what support covers and what counts as new development work.
Getting in touch
All three channels reach the same team. Pick whichever is fastest for you.
Hotline
0976.685.693 – 0931.977.930
Call us when the site is down or a fault is blocking your business.
info@tbtechsoft.com
Best for non-urgent requests that need screenshots or files attached.
Contact form
Send a request online
Fill it in once and we start with everything we need to investigate.
Working hours
Monday – Saturday, 08:00 – 17:30 (GMT+7)
If your site is down, call the hotline at any hour — everything else is handled during working hours.
How your request is handled
- 01
You report it
Tell us what is happening, on which page, and what you did before it happened. A screenshot usually halves the time it takes to find the cause.
- 02
We reproduce it
The first job is reproducing your exact situation. Until we can, we do not patch anything — there would be no way to know whether the fix worked.
- 03
Fix and verify
We fix on a staging copy, verify it, then release to production. If something takes longer than expected we tell you, rather than leaving you waiting in silence.
- 04
We report back
We explain what caused it and what we changed, so you recognise it sooner next time.
Covered by support
- The website or app is unreachable, throwing errors, or displaying incorrectly.
- A delivered feature no longer behaves the way it did at handover.
- Guidance on the admin console: publishing posts, editing content, adding images.
- Domain, TLS certificate and outgoing email problems.
- Questions about backups and restoring data.
Counts as new work
- Adding features outside the agreed scope.
- Redesigning the interface or changing page layouts.
- Writing copy, taking photos, producing video.
- Faults caused by third parties: hosting providers, payment gateways, delivery services.
- Breakage caused by editing the source code yourself or installing external plugins.
We are happy to do the work on the right-hand side too — we quote it first, rather than doing it and billing you afterwards.
Frequently asked questions
+Is support charged?
Not during the warranty period stated in your contract. After that you can use a monthly care plan or pay per request, depending on the amount of work.
+How quickly will I hear back?
We acknowledge requests during working hours. Resolution time depends on severity: a site that is down takes priority over everything else.
+I do not remember what was delivered.
Call the hotline or email us with your domain name. We check the handover record and send you the feature list along with your admin console credentials.
+Our site was built by someone else. Can you support it?
Yes, but we review it first. We look at the source code and its current state before taking it on — accepting a system we do not understand yet would be promising something we cannot keep.
Something broken?
Describe the situation briefly and we will investigate and get back to you.
Send a support request