Web provide support for all our products and services between: 9:00 – 17:30 GMT Monday to Friday. Web provides the following channels of support;

We have a comprehensive help desk system - you can email help@madewithweb.com this then automatically opens a new case and emails you back with the case number.

Web's Respond as displayed below;


Webs’ response


Resolution Target






Website down, DNS or domain issues


Within 30 minutes.

Within 24 hours or less.

Unavailability of a key module or major function, causing significant business impact.


Within 2 hours.

Within 2 days.

Problems causing minor

disruption to website.


Within 4 hours.

More than 2 days, or to an agreed date.


Non-urgent problems or general enquiries for information.


We are committed to ensuring that our clients receive a high standard of service. We also appreciate that sometimes issues arise that need to be addressed. Our clients’ feedback is important to us as we rely on it to continue to improve our service.

You are invited to discuss any aspect of our work with your a manager at any time. We pride ourselves on the professionalism of our approach, and the provision of professional advice requires there to be two way contact between each of our clients and our advisory team on an ongoing basis.

If you have a concern about any aspect of our service, we would like to hear from you. While you are always welcome and indeed encouraged to raise this with a manager in the first instance, you may prefer to use the following staged process to bring matters to our attention, depending upon the nature of the issue.

Stage 1: Raising a concern with the delivery team

Many outstanding issues can be resolved informally by discussion with a member of staff. The delivery team member who deals with your query will aim to resolve any outstanding issues and reach a positive resolution.

Stage 2: Escalating your issue

If the delivery team member helping you is not able to resolve an issue to your satisfaction, please ask for this to be reviewed by our Delivery Team Manager, who oversees the delivery team’s work. Your concern will be acknowledged by return.

Stage 3: Taking your concerns further

If, after discussing your concerns, you are dissatisfied with the response provided or the way in which your issue has been addressed, please discuss the matter with your account manager. Your concern will be acknowledged by return.

Stage 4: Further escalation

If you remain unhappy with the attempted resolutions, you can make a formal complaint by writing to the Directors at the following address, providing your contact information together with any relevant details of your concerns.

The Director, Web, 10b Constituiton Street Edinburgh EH6 7BT

Your complaint will be acknowledged by return. An investigation will be carried out into the issues raised and a full response will be provided within ten working days. Where the issue is particularly complex it may take longer to respond. If this is likely, we will provide information on the action which will be taken and advise when you can expect a substantive response.

Need to improve your business? Let's grab a coffee and talk about stuff.

Fill in your name and we'll get right back to you.


This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Founded in 1995, based in Edinburgh’s tech community, WEB is a company with a focus on simple digital products designed for Law Firms including AI and AI & machine learning chatbots – The team includes designers, software engineers and online marketers.

Work in progress since 1995.
Got any questions? Just get in touch.


Keep in Contact

Never a miss out. Subscribe and you’ll get our latest case studies, articles and news.

Email Address
© WEB 2024 - 10 Constitution Street Edinburgh EH6 7BT. Tel: 0131 454 3311