Support & Maintenance
How do I request support from Destinazio?
The best way to request support is to email support@destinazio.com.
This automatically creates a support ticket and allows our team to add your request to our task list, assign it to the right person and keep track of its progress.
During our business hours, Monday to Friday from 9:00 to 17:00, you can also reach us by phone. We recommend using the phone primarily for urgent matters. For regular support requests, opening a ticket is always the best option.
Once your ticket has been received, our team will review it and take care of the next steps.
Our standard response time is within 48 business hours. Requests outside our operating hours are handled during the next available support window.
What information should I include in a support request?
The more information you provide, the easier and faster it is for our team to understand and analyse your request.
Whether you are reporting an issue or requesting a change, please include as much relevant information as possible.
Helpful information includes:
• The website or page concerned
• The specific section where the issue occurs
• A clear description of the issue or requested change
• Screenshots or a screen recording, if possible
• The device you are using, for example Mac, PC, iPhone or Android
• The browser you are using, for example Chrome, Safari or Firefox
• Any error message you see
If you are experiencing a website issue, it can also be helpful to check the page in a private or incognito browser window. This helps determine whether the issue might be related to your browser cache, cookies or an active session.
The more context we receive with the initial request, the faster we can usually investigate it.
What is included in support and maintenance?
Support and maintenance are available either on an hourly basis or through one of our predefined service or maintenance agreements.
In general, support covers assistance with your existing website and the investigation of technical issues or malfunctions.
New requests, adaptations, new functionality, or other work that goes beyond resolving an existing issue can of course also be requested. Depending on your agreement, this work may be deducted from an existing support package or charged separately.
Our regular support hours are Monday to Friday from 9:00 to 17:00, excluding public holidays and local non-working days. Our standard response time is within 48 business hours.
If you are unsure whether something is included in your existing agreement, simply send us a support request. We will review it and let you know before carrying out additional chargeable work.
Urgent requests
If a request needs to be completed within 24 hours, we will always do our best to accommodate it depending on our team's availability. Priority or express work may be subject to an additional fee.
If you are unsure whether something is included in your existing agreement or whether additional costs apply, simply send us a support request. We will review it and inform you before carrying out additional chargeable work.
