Support, finally easy — what's changing for our customers right now

Good support is only noticed when it's missing. As long as enquiries are answered quickly, tickets are kept clean, and nobody has to ask twice for the same context, hardly anyone notices it. We want exactly that state to become the default for our customers. And so that you, as IT lead or marketing manager, also notice it, we've fundamentally reworked our support process over the past weeks.

For our team, much of that stays as usual. For you as a customer, it's finally getting easy.

Why we rethought support

We run over a hundred productive systems and look after customers whose daily business hangs directly on their websites and platforms. In that reality, support isn't a nice-to-have, it's operating infrastructure. When the backend hangs, an editor can't log in, or an import has been stalled since the night, the perfect answer in three days isn't what counts — someone listening, classifying, and acting is.

In the past we've experienced what many of our customers know. Support often ended in email ping-pong. "Could you send us another screenshot?" "Which page exactly?" "Which browser?" That costs time on both sides — and patience. We asked ourselves how we could solve this fundamentally differently, without forcing you into the next generic ticket tool.

What concretely changes for you

One place for everything

You still reach us via the usual channels. What's new is: behind the scenes, all enquiries land in a central system that already knows the context of your project. Which TYPO3 version is running, which extensions are active, which monitoring alerts there were in the past 24 hours, who your technical contact is on our side. You no longer have to explain these things to us every time.

Clearer responses

Every enquiry gets a classification within a short time: urgency, next step, expected time horizon. That doesn't mean everything is done immediately — but you know where you stand. That's the difference between "I'm waiting and don't know if my email has even been read" and "I know something is happening this afternoon."

Less friction in standard cases

Many requests repeat themselves. A new editor needs access. An image has to go into the media library. A form gets an additional field. For these recurring cases, we've created standardised paths that we work through internally with documented runbooks. That makes support faster, cheaper, and more predictable — for you.

What stays the same for our team

The people you know are the same. The quality you're used to is the same. What changes is the foundation. We've introduced tools that support us in pre-processing, prioritisation, and documentation, so that more time remains for what really counts: understanding your questions and keeping your systems stable.

That fits our stance. We don't believe in software that replaces people. We believe in software that frees people up. Support is a perfect example.

A quiet advantage of our methodology

Because we work according to our 3-layer model — standardised infrastructure, shared TYPO3 base, clearly bounded individual portions — we can offer support consistently. The error patterns we encounter today at customer A, we know tomorrow at customer B. That isn't an end in itself. That's the reason why with most of our tickets we don't have to start from zero.

The result: you benefit from experience we collect across a hundred-plus systems. Without your data or your code being mixed up anywhere. That's the core of CMS as a Service: industrial quality in operations, individual signature in delivery.

An honest note

No support system is perfect. If you give us feedback that something in the new procedures is rubbing, we want to know. We don't claim to deliver the one ideal solution — we deliver one that develops with your requirements. That's why every ticket close includes a short follow-up question — two clicks, no obligation, but important input for us.