Support / existing work
Something needs attention?
Email us about the work. You do not need to diagnose the cause—tell us what you can see and what it is preventing you from doing.
New work in mind? Start a conversation instead.
“It used to work”
is a useful clue.
A report that helps us locate the problem
Describe the impact in practical terms: customers cannot submit the form, staff cannot sign in, or a deployment fails at a particular step. Include when it started and any recent change. A redacted error message or screenshot can help; credentials and customer records should stay out of ordinary email.
Include in the request
- The affected system and your project name or website
- What you expected, what happened, and whether it affects everyone
- When it last worked and any recent changes
Urgent issues and vendor escalation
Report the affected system, when the issue began, its impact, and any recent change. Critical issues take priority within available coverage. Continuous monitoring and after-hours staffing are not included by default.
Keep your hosting, email, and other vendor escalation routes available. A business-critical service may need a separate staffed support arrangement. Planned absence and handoff arrangements should be clear before you depend on the service.
Send us the details.
Start a problem reportOpens an outline in your email app; review it before sending. Or write tohello@inherent.designwith the details above.
Access and information handlingWhat else needs attention?
Open the topic that fits. Each includes the relevant terms and a starting point for your reply.
Fix something or request a changeAn agreed requirement, or something new?
If something we delivered does not meet the agreed requirements, report what fails and how to reproduce it. Defects attributable to our work reported within 30 calendar days after review-ready delivery are corrected without another fee; a timely reported defect remains open beyond that reporting window.
A new feature, preference, or additional system needs a separate scope and price. Describe the result you need and we will identify the change for approval before it becomes billable. These reporting windows do not automatically waive other applicable rights.
Reply to an earlier email from us, or start a new email with these prompts.
Start an email: fix something or request a changeCheck my maintenance coverageTasks, renewals, and how to stop future charges.
Recurring maintenance puts named tasks on a schedule, with a monthly record of completed work and exceptions. The fee, covered systems, and service limits are agreed before enrollment. Additional work needs approval before it becomes a charge.
Your choices
- Approve the monthly fee, tasks, renewal date, and cancellation route before enrollment
- Keep using the service through the period you have paid for
- Cancel before the next renewal to stop the next charge; there is no annual commitment by default
Enrollment, renewal, and cancellation terms
Maintenance covers named systems, tasks, frequencies, and limits for a monthly fee paid in advance. It does not purchase a bank of hours, and an internal estimate running over does not create an automatic extra charge.
Enrollment requires affirmative consent to the fee, service period, renewal date, and cancellation route. There is no annual commitment by default. Cancel before the next renewal to stop the next charge; service continues through the paid period.
Use the cancellation route supplied at enrollment. The route must be straightforward through the enrollment channel, including online cancellation if enrollment is online. An inquiry or MSA signature alone does not authorize recurring billing.
Reply to an earlier email from us, or start a new email with these prompts.
Start an email: check my maintenance coverageQuestion an invoiceIdentify the charge that does not match.
Send the invoice reference, the amount you dispute, and why it does not match the agreed work. Collection of the genuinely disputed portion is held while it is reviewed; undisputed amounts remain due. There is no default late fee.
Invoice disputes and overdue payments
Identify the amount, reason, and relevant deliverable or evidence. We hold collection of the genuinely disputed portion while reviewing it; undisputed amounts remain payable on their original dates.
There is no default late fee or weekly interest charge. Overdue undisputed amounts may lead to a pause in further services only after written notice and a five-business-day opportunity to pay. A pause does not authorize disabling your systems or deleting your data.
Reply to an earlier email from us, or start a new email with these prompts.
Start an email: question an invoiceClose a projectWork completed, remaining funds, and handoff.
If your plans change, ask to close the engagement. We account for completed work and authorized costs, reconcile the advance, and arrange the agreed handoff. Unused advances are not automatically forfeited, and there is no default cancellation penalty.
What closure includes
- A breakdown of earned fees and approved costs, normally within five business days
- Undisputed unused advances returned within 15 calendar days after cancellation
- Access transition and a record of delivered work and outstanding items
How cancellation amounts and refunds are calculated
For client convenience cancellation, completed conforming stages earn their quoted prices. Authorized unfinished-stage work is valued using documented time at the cancellation-only rate agreed before work, capped at the remaining stage fee. We do not charge for our own corrective rework or double-count priced substages.
The normal reconciliation deadline is five business days after cancellation. Undisputed unused advances are returned within 15 calendar days after cancellation. Only approved noncancellable third-party costs may be added. There is no default cancellation penalty or charge for all future work.
If we cannot continue, we arrange a safe handoff and refund undelivered services. Provider-caused failure is handled separately from a client choosing to cancel. Your accounts, data, credentials, and records are not collection leverage.
Reply to an earlier email from us, or start a new email with these prompts.
Start an email: close a projectRaise an unresolved concernWhat went wrong and the resolution you need.
Explain what went wrong, the relevant work or evidence, and the resolution you are seeking. We begin with written notice and good-faith discussion. Mediation is available by mutual agreement, and the standard terms preserve access to appropriate courts.
Disagreement handling and available remedies
Start with written notice explaining the issue and the resolution you are seeking. Our standard client terms call for prompt good-faith discussion, with mediation available by mutual agreement on the mediator, process, and costs.
Those terms do not require binding arbitration. Appropriate courts, including small claims where eligible, remain available. They do not automatically award legal fees to the winning party; applicable law or a court order may provide otherwise.
Discussion does not impose a mandatory waiting period, extend filing deadlines, or prevent urgent relief or a complaint to an appropriate authority. Existing signed agreements may have different terms.
Reply to an earlier email from us, or start a new email with these prompts.
Start an email: raise an unresolved concernAfter your message
A response is the next step.
A repair may take more.
We clarify the issue, the agreed coverage, and what happens next.
A human response with a next action
The response should tell you what we understand, what information is missing, and what happens next. An automatic receipt does not count. The standard target is the end of the second business day after receipt during coverage; a repair time depends on the issue and the agreed scope.
Planning around coverage
- Standard hours are Monday to Friday, 9 a.m. to 5 p.m. Pacific, excluding observed U.S. federal holidays
- After-hours messages count as received on the next business day
- For an outage that cannot wait, use your vendor support route or your separately arranged emergency coverage
Response examples and service targets
Standard coverage is Monday to Friday, 9 a.m. to 5 p.m. Pacific time, excluding observed U.S. federal holidays. The human response target is the end of the second business day after receipt during coverage. After-hours arrivals count as received the next business day.
For example, a Monday morning message targets a response by Wednesday at 5 p.m. A Friday evening message also targets Wednesday at 5 p.m. when Monday is not a holiday.
A substantive response explains what we understand, what information is needed, and the next action. An automated receipt is not that response. This is a service target, not a repair-time guarantee or an emergency SLA. A signed service schedule may specify different coverage.