Need a hand
with something we built?
The person who built your software is the person who supports it. There's no ticket queue, no offshore tier one, no script. Just email us, and we'll write back — usually within a few hours.
One inbox, three priorities.
Everything goes to the same address. What changes is the subject line — it tells us how to route the email and how quickly to act.
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P1 · Urgent Something is down or losing data
A production outage, data loss, security incident, or a payment flow that's failing for real users.
- Subject prefix
[URGENT]+ project name- Response
- Within 1 hour, business hours
- Retainer clients
- 24/7 on-call line
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P2 · Standard Something is broken but not on fire
A bug affecting a small slice of users, a workflow that's working but slowly, a feature behaving oddly in one corner of the app.
- Subject prefix
- Project name + short description
- Response
- Same working day
- Fix window
- Typically same week
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P3 · Improvements A change, request, or new idea
Tweaks, cosmetic adjustments, "wouldn't it be nice if…", planning for the next phase, scoping a new feature.
- Subject prefix
- Project name + topic
- Response
- Within 1 working day
- Delivery
- Scheduled in the next sprint
A good bug report
saves a working day.
The more of the picture you can hand us up-front, the less ping-pong we'll need before someone is in the code. If you only have time for two of the items on the right, give us the first two.
- 01
What you were trying to do
One sentence on the task — "I was generating the monthly stocktake report" tells us more than the error message.
- 02
What happened instead
The exact error if there is one, the URL, and roughly when it occurred (a timestamp lets us pull logs).
- 03
A screenshot or short video
Worth a thousand "it's doing the thing again" messages. Loom, QuickTime, or just a screenshot is plenty.
- 04
Who is affected
Just you, your whole team, or your customers? This is the single biggest input into how fast we move.
Things people ask us most weeks.
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How quickly do you reply?
During business hours we aim to reply to support email within a few hours, and always within one working day. Retainer clients have faster response targets defined in their agreement.
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Do you offer 24/7 support?
Yes, but only as part of a retainer with an explicit on-call clause. Standard projects come with weekday support during Australian business hours.
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Can you help with software you didn't build?
Sometimes — it depends on the stack and the state it's in. Drop us a line with a short description and any access you can share, and we'll let you know honestly whether we can help.
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Is there a cost to ask a question?
No. We don't bill for triage emails or for asking whether something is in scope. Anything that turns into actual work is quoted up-front.
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What if something is broken right now?
Email us and put "URGENT" plus the project name in the subject line — that routes it to the on-duty engineer. For retainer clients with an on-call clause, use the dedicated number we've given you.
Is everything up?
For client systems we operate, we share a dedicated status page when something is impacting service. If you suspect an outage, email us — we'll confirm whether it's a known issue and an ETA on resolution.
Found something we should know about?
We welcome responsible disclosure. Email info@pademelonsoftware.com.au with "Security" in the subject and we'll respond within one working day. Please don't share details publicly until we've confirmed a fix.
Looking for help with a new build?
Support is for projects we've built or taken over. If you're starting something new, head to the contact page and we'll take it from there.
Still stuck?
Just email us.
We'd rather hear about it early than find out from your users. A short email — even just a one-liner — is the right move.
info@pademelonsoftware.com.au