How ongoing work works.

1. Before a project starts

A project doesn't kick off until all of these are ready on your side:

• Final copy / content (no "we'll write that part later")
• Brand assets (logos in vector, fonts, color tokens, photography)
• Domain + DNS access
• Hosting / Cloudflare account access (or permission to set one up under your name)
• One point of contact — a single person who speaks for your team
• 50% deposit per Terms section 2

Why: the fixed price and 3-week timeline depend on no back-and-forth during build. Every "actually, let's also..." mid-project either pushes the deadline or eats into the fixed margin. I refuse projects where the inputs aren't ready, because shipping them on time means breaking promises elsewhere.

2. One contact per project

Through the build and through ongoing support, I work with one named person on your side. Not three stakeholders with three opinions. Not a CMO who delegates to a marketing manager who delegates to a junior who CCs the agency. One person. One inbox. One source of truth.

Why: design-by-committee creates contradictory feedback that wastes hours and produces worse work. Your team can argue internally — that's healthy. But a single person sends me the consolidated answer.

3. Hour packs (post-launch work)

After the 30-day included support window, all ongoing work is billed by the hour. Two ways:

Hour pack — €120/hour, minimum 5 hours/year, paid up front

• Guaranteed acceptance of requests within scope
• 24-business-hour acknowledgement on every request
• Priority queue over ad-hoc requests
• Hours valid through the calendar year, expire December 31
• No partial refund on unused hours (use them or lose them)
• Top up any time during the year

Ad-hoc — €180/hour, no pack required

• 50% premium over the pack rate
• No guarantee I accept the task — I may decline if I'm at capacity
• No SLA on response time or delivery
• Even applies to web apps I built myself — having built something doesn't put you ahead of pack clients
• Estimate sent before work begins, paid up front

Why two tiers: hour packs give me predictable workload and you predictable cost. Ad-hoc is convenient but expensive and unguaranteed — that's how the math has to work.

4. What's billable by the hour

• New features, sections, pages
• Visual or layout redesigns
• Copy or content changes after launch, including grammar / spelling fixes
• Last-minute edits requested under pressure
• Translations / localizations beyond the original scope
• Third-party integrations (analytics, booking, payment, CRM)
• SEO content additions (new landing pages, blog posts, schema)
• Performance re-tuning if you add heavy plugins / scripts after launch
• Re-platforming or migration to a new host
• Anything not explicitly in the original quote

5. Working hours

• Monday–Friday only. Greek business hours: 09:00–18:00 EET / EEST.
• No work weekends. Saturday and Sunday I'm with my family. Messages wait until Monday.
• No work on Greek national holidays. The full list at officeholidays.com/greece.
• No work on personal holidays. Announced in advance through the support channel.
• No late-night calls or messages. Anything sent after 19:00 EET is read the next business morning.
• No spam-calling. One message gets one reply within 24 business hours. Five WhatsApp messages saying "are you there?" do not get me to reply faster — they make me reply less politely.

Why: burnt-out developers ship buggy work. The 95+ PageSpeed promise depends on me being a calm, rested human when I write code. The boundaries protect your work, not just my weekends.

6. How to send a request

All ongoing-work requests come in through one of these channels — in this order:

1. Email to [email protected] with subject "Support: [your domain]"
2. WhatsApp to the project's dedicated chat thread (created at kickoff)
3. Cal.com for scheduled calls — 15-min slot

No phone calls without a scheduled slot. No DMs on social. No SMS to my personal number. A request sent through any channel other than these may be missed entirely.

7. What I am not responsible for

Server / Cloudflare uptime

Sites I build are hosted on Cloudflare Pages or Cloudflare Workers. Cloudflare's uptime is Cloudflare's responsibility, not mine. Status is public at cloudflarestatus.com — please check it before reporting an outage.

If Cloudflare is degraded and your site is affected, I will not bill you for time spent waiting on Cloudflare's recovery. If the issue is on my code or my deployment, that's mine to fix and not billable.

Hacks, vulnerabilities, security incidents

I do not monitor your site for security incidents by default. If you want ongoing security monitoring, that's a separate retainer (talk to me).

When an incident happens — brute force, injection attempts, spam form submissions, abuse of public endpoints, defacement, DDoS, anything — I treat it as highest priority and respond within 4 business hours, but the work is billed at the emergency rate of €240/hour regardless of whether you have a pack. Emergencies bypass the queue.

Third-party services

Cal.com, WhatsApp, the email provider, the CMS, the analytics vendor, payment processors, AI APIs, fonts, embedded widgets — each has its own uptime, terms, and risks. I integrate them. I don't operate them. If one of them changes its API or goes down, I'll fix the integration on the next available pack hours.

8. What I will not do

• Take a request outside the support channels listed above
• Take a phone call without a scheduled slot
• Provide free "quick questions" via WhatsApp / DMs / email — paid hours or no answer
• Skip the queue for a non-emergency just because someone is louder about it
• Apply unused pack hours retroactively to past work
• Carry pack hours into the next calendar year (use them by Dec 31)
• Deliver weekend / holiday / late-night work even at premium rates — no, the answer is no

9. How to start support today

1. Email [email protected] with subject "Support pack" and the domain you need ongoing work on
2. I send an invoice for 5 hours (€600 + VAT)
3. You pay; I confirm the pack is active
4. You send your first request via the channels above
5. I acknowledge within 24 business hours, send an estimate, start work

All of the above is in writing because surprises kill working relationships. If anything here is unclear, ask before you commit. Once you've bought a pack, you're agreeing to the terms on this page and the project Terms.

Related

Project terms & conditions · Quality policy · Security policy · Cloudflare status