1
A1 service
Support, warranty and licence — three things usually hidden in the small print. Here they are in plain words. Twelve months of support and warranty are included in the price of any site or bot.
What support includes
- Answers about how the site, the admin panel and the enquiry form work, in plain language
- Site down, form not sending, mail not arriving — handled at once, out of turn and outside office hours
- Faults of ours fixed free, with no argument about who is to blame
- Restore from backup if something was broken by accident: hourly snapshots plus a separate daily copy on the hosting side
- Help for your staff: changing a price, a text, a photo, adding a post or a product
- The encryption certificate (the padlock in the address bar) — we watch the expiry date and renew it ourselves
- Server watch: disk space, updates, page response time, errors in the log
- Checking that search engines still see the site and resubmitting addresses for reindexing after edits
- Making sense of letters from the hosting company, the domain registrar and the payment provider
What is not included
- New pages, sections and features — separate work with its own price and deadline
- Writing your copy or sourcing your photos
- Marketing, advertising and social media — separate services
- Consequences of another contractor editing the code
- Moving the site to someone else hosting and configuring it there
- Actions inside your own accounts with third-party services that need your login and confirmation
When we respond
| Site down, enquiries not arriving | At once, any day, any hour |
|---|---|
| An error gets in the way: broken layout, image not loading | Within the business day |
| A how-to question | On a business day, usually within an hour or two |
| Change a text, a price, a photo | Within 24 hours |
| Extra work: a new page or feature | Estimate within 24 hours, the deadline is in the estimate |
Business days are Monday to Friday, 10:00-20:00 Moscow time. Emergencies are handled at any hour: a site that is down costs money every hour.
How a request is handled
Extending support
Twelve months are already in the price. You can extend at checkout: a slider picks a term of up to 36 months and the price is calculated from the order total — 1.2% per month, minimum 500 RUB. The longer the term, the cheaper the month: up to 6 months at full price, 7-12 minus 10%, 13-24 minus 20%, 25-36 minus 30%. The amount goes straight into the invoice as a separate line.
12-month warranty
The warranty starts on the day of acceptance and runs for twelve months. It is included in the price — there is nothing extra to pay. Anything broken through our fault is fixed free, within the response times above.
What the warranty covers
- The enquiry form does not send, or the mail does not arrive
- A page does not open, shows an error or a blank screen
- Broken layout: blocks overlap, text runs off the edge
- The site stopped working on a phone or in one of the browsers
- The cart, a calculator or the payment step counts incorrectly
- Pages, photos or settings disappeared after an update of ours
- The encryption certificate lapsed through our oversight
When the warranty does not apply
- Another contractor or your own staff edited the code
- The domain or hosting went unpaid and the site was switched off
- Site files were deleted or changed on the hosting without us
- Passwords were shared and outsiders got in through them
- It is a new feature or wish that was not in the agreed scope
- A third-party service changed its rules — adapting to that is separate work
The warranty can be extended at checkout with a slider, up to 36 months. Warranty and support go together: extending one extends the other.
Licence and rights to the site
Everything we build for you — code, design, texts and settings — becomes yours after full payment. We hand over the source code, the server and domain credentials and a backup. Nothing is held back.
Under an instalment plan the site runs on licence until the final payment. In practice you use it in your business without limits — take enquiries, sell, change texts and prices, run ads. The single restriction: until the final payment the site cannot be sold or handed to another company. After the final payment the licence turns into full rights automatically.
| Source code | yours after full payment, handed over as files with a manual |
|---|---|
| Domain | registered to you or your company from the start, not to us |
| Hosting | in your name; the site can move to another provider at any time |
| Texts and design | made for you and owned by you |
| Fonts and images | only free ones licensed for commercial use |
| The A1 engine | handed over with the site and free to modify; it may not be resold as a separate product |
| Our credentials | our accounts are removed on your request after handover |
If you later decide to work with another contractor, we hand everything over and answer their questions. Support no longer applies once someone else edits the code, but that does not stop you taking the site.
Common questions
What does support cost after the first 12 months?
An extension is calculated from the order total: 1.2% per month, minimum 500 RUB, with a discount of up to 30% for a longer term. Pick the term at checkout or later by writing to us.
What counts as a fault of yours?
Anything we built that does not work as agreed: a form that will not send, broken layout, a missing page, a site down because of our configuration. We fix those free and without argument.
What if I break the site myself by accident?
We restore it from a backup — that is part of support. Snapshots are taken every hour, plus a separate daily copy on the hosting side.
How quickly do you answer?
An ordinary question on a business day, usually within an hour or two. An emergency — a site that is down or enquiries that stopped arriving — is handled at once, at any hour.
Who owns the site and the code?
You do, after full payment: we hand over the source code, the credentials and a backup. Under an instalment plan the site runs on licence until the final payment, after which all rights are yours.
Can I hand the site to another contractor?
Yes. We hand over the code, the credentials, a database copy and the manual, and hold nothing back. Support no longer covers a site after another contractor edits the code, and we say so in advance.
Does support cover consultations?
A consultation has its own rules: one hour of conversation, a written summary and three days of follow-up questions. This page describes sites, bots and other products we build.
Write to support
Describe what is happening and include the page address. If the site is down, say so — that is the fastest route.