client support · after launch
Something off at 2am?
Report it at 2am.
Every site and tool we build comes with Pixel Labs Support: a place to report a problem at any hour, with screenshots, and follow the fix from first look to live. No lost chat threads, no chasing.
01 · how it works
From first look
to live.
Built for the way problems actually show up: at odd hours, on a phone, with a screenshot.
- 01
You get an invite link
One per person who should be able to report problems. It works once, expires, and sets up an account for your product in a minute.
- 02
Report a problem, any hour
A short title, what happened, how urgent it is for you, and up to 6 screenshots. From any device, at any time of day or night.
- 03
Logged, confirmed and sorted the moment it arrives
You get a confirmation email straight away, we get an alert, and the report is sorted into the queue. Nothing waits for office hours to be recorded.
- 04
The fix new · rolling out
Our tooling prepares the fix for clear faults; a person at Pixel Labs checks it before anything goes live. Anything that needs a decision, a quote or your input comes back to you as a reply.
- 05
Follow it to live
Received, Reviewing, Fix scheduled, Fixed, Live: the same track for every report, with an email at each main step and a place to add comments and screenshots. Once it is live we close it; if the problem comes back, you report it again and mention the first.
02 · what is covered
Faults, inside your support window.
Your quotation sets the support window. A fault is something that worked at handover and now does not; new work is a change or an addition.
During the window
Faults in what we built are fixed as part of the project. Report them at any hour, with screenshots, and follow the same five steps every time.
And outside it
Reports are still accepted after the window closes. We send a quote first, and nothing is charged without your approval. If you want us on call after the window, a monthly care plan is available.
03 · why we built it
Support is part
of the product.
A site is finished when it is live. The relationship is not.
- 01
No screenshots lost in chat threads
Every report has a number, a history and a status. You can see what was reported, when, and what happened next.
- 02
One history per product
Everyone you invite sees the same reports for the same product, so nothing is reported twice or forgotten.
- 03
The people who answer are the people who built it
No helpdesk tier and no ticket number read back to you. Replies come from Pixel Labs, Sunday to Thursday, for anything that needs a human decision.
04 · access and privacy
Invitation only, by design.
The portal is for our clients, not the public. The facts, as built:
- Access is by invitation: single-use links that expire and can be withdrawn.
- Each client sees only their own products and the reports on them, enforced in the database, not just on screen.
- Screenshots are stored privately and shown through links that expire.
- Reports cannot be edited or deleted by clients once sent, so the record stays honest.
- HTTPS throughout, strict browser security headers, and the portal is kept out of search engines.
- Our internal notes and sorting stay internal; you see statuses, replies and your own history.
05 · questions
What clients
ask us.
Does an AI change my site on its own?
No. Our tooling can prepare a fix, but a person at Pixel Labs checks and approves it before anything goes live. Nothing reaches your live site without that approval.
Is it really open at any hour?
Reporting, following reports, adding comments and the automatic confirmation emails work at any hour. Replies, quotes and decisions come from a person, Sunday to Thursday.
Who can report a problem?
Anyone you ask us to invite. Each person gets their own single-use link, and everyone invited to a product sees that product's reports.
What counts as a fault, and what is new work?
A fault is something that worked at handover and now does not. New work is a change or an addition, which we quote first. Your quotation describes both.
What if my support window has ended?
You can still report. The report is marked as outside support, we send a quote, and nothing is charged without your approval.
Do I need an account for every site you built for us?
No. One account can hold several products; we add each one to it.
let's talk
Got something worth building?
Tell us what you're working on. You get a straight answer within a day on whether we're the right fit and what it would take.