EN
Running into something with EvolveCMS.Editor or your Umbraco site? Describe what's going wrong below and our engineers will take a look with you. We usually respond within one business day.
A site is never finished on the day it goes live. Browsers change, packages get updates, legislation shifts and so do the needs of your organisation. Support and maintenance are about everything that comes after: making sure the site keeps working, and making sure it keeps moving with you.
At Admix those are deliberately two different things, with two different routes.
An incident is a deviation from normal operation that affects the quality or availability of your site. Think of a site that's unreachable, a form that no longer submits, or a page throwing an error. Incidents always take priority. Our goal is then one thing only: restoring the service as quickly as possible.
A change is a request to alter or add something: a new field, an extra page type, an integration, a design tweak. That falls under change management. It comes with an estimate, and your approval before we start.
The difference is not administrative hair-splitting. It determines how quickly something gets picked up and whether a budget is needed up front. We don't let an outage wait for the next sprint; we don't quietly implement a change just because it happened to be in the same ticket.
Three things, and that scope is deliberate:
Where incident management stops is just as important. As soon as your site does what it's supposed to do again, the incident is closed. Improvements that reduce the chance of recurrence are welcome and often wise, but those are changes: they go through change management, with an estimate up front.
Change management involves four kinds of work:
If a change is big enough to count as a project, we treat it as one: with a project lead, a schedule and a budget, instead of letting it quietly drain the maintenance hours.
The speed of a fix is almost always determined by whether we can reproduce the problem. The more of this you include, the less back-and-forth:
Bugs that prevent correct operation in the supported browsers are fixed free of charge up to 30 days after delivery of that functionality. After that they fall under the maintenance agreement; small bugs are then normally picked up as corrective maintenance.
Supported browsers are the latest versions of Chrome and Edge on Windows, Safari on macOS, Chrome on Android and Safari on iOS. That is not a formality: it determines what counts as a bug and what counts as a change.
Two exceptions to the warranty: problems caused by external factors beyond our control, and problems resulting from a technical choice made against our advice.
A site we host and maintain comes with a development and a production environment, infrastructure monitoring, daily backups for disaster recovery and an SSL certificate that renews automatically. Hosting takes place in Dutch data centers.
On top of that we set up as standard: reCAPTCHA on forms against bot spam, outgoing email with your own SPF and DKIM records so your mail actually arrives, and cookie management. A CDN with DDoS protection and a web application firewall is something we strongly recommend — even the free tier already adds a lot of security.
If you have an Evolve license, perfective and adaptive maintenance are included, including upgrades to new major versions of Umbraco. That is exactly the maintenance that otherwise turns into a project every time.
An outage is not a support request. As soon as the availability of your website is at stake, it gets the highest priority and the clock starts running.
Our monitoring visits your website from multiple locations around the world. If we detect more than two minutes of downtime, the support team is alerted immediately.
For such a blocker these maximum response times apply. The first number is our response after the report, the second is when we start working on the fix:
Around a launch, campaign or event, extended incident management is available, including outside office hours. That is agreed in advance and comes at an additional cost.
Disruptions that prevent correct operation in the supported browsers are fixed free of charge up to 30 days after delivery.
The full agreements, including response times for regular support requests and for further development, are in our service description.
An incident is a deviation from normal operation that affects the quality or availability of your site — the site is unreachable, a form doesn't submit. A change is a request to alter or add something.
Incidents take priority and are worked on until the service is restored. Changes go through change management, with an estimate and your approval up front.
By email to hallo@admix.nl, by phone via +31 10 270 75 75, or via the form on this page. If your report doesn't come in through the support desk, we register the ticket for you, so there is always one place where the status lives.
We monitor your site's availability from multiple locations around the world. If we detect downtime, the support team is alerted immediately and it is picked up with the highest priority.
After a serious outage we do a post-mortem: what happened, why, and what prevents it from happening again.
With an Evolve license, perfective and adaptive maintenance are included, including upgrades to new major versions of Umbraco. That saves you the situation where a postponed upgrade turns into a migration project years later.
Then we help you based on availability, at the applicable hourly rate. No response-time agreements apply in that case, and we cannot guarantee the availability and maintainability of the application. For sites your organisation runs on, we advise against it.
Up to 30 days after delivery of the functionality in question, for bugs that prevent correct operation in the supported browsers. After that they fall under the maintenance agreement.
Device and browser version, the URL where it went wrong, the steps you took, what you expected versus what happened, which user was logged in, a screenshot, and whether the error is reproducible or a one-off.
It sounds like a lot, but it almost always saves a round of back-and-forth.
We do the triage based on impact: a blocker halts work or service, a low priority is annoying but workable. If you disagree with the classification, tell us — you know better than we do what an outage costs your organisation.
Adres
Postbus
The more concrete your description, the faster we can help you. Where possible, include the URL of the page where things go wrong and what you expected to happen.
Prefer direct contact? Feel free to call or email us.