How Support Works at Bylo

Overview

Bylo provides your website as a fully managed service.

We handle hosting, maintenance, and ongoing updates so you don’t have to worry about the technical side of running a website.

This page outlines what’s included in your subscription, what isn’t, and how additional work is handled.

How to Request Changes

All website updates and requests should be sent to:

📩 support@bylo.io

This ensures your request is logged and handled correctly.

Please include:

• A clear description of what you’d like changed

• Any relevant links, text, or assets

• Screenshots if helpful

Clear requests = faster turnaround.

One Request at a Time

To keep things moving smoothly, we work on one request at a time per client.

Once a request is completed, you’re welcome to send the next one.

This helps us:

• Avoid confusion

• Maintain consistent turnaround times

• Give each request proper attention

Turnaround Times

Most small updates are completed promptly, but turnaround time depends on:

• Request size

• Complexity

• Current workload

We don’t offer fixed SLAs or instant changes, but we always aim to keep things moving efficiently and communicate clearly if something needs more time.

What Happens If Something Is Out of Scope?

Some requests fall outside what’s included in your subscription.

If that happens:

1. We’ll let you know before starting any work

2. We’ll explain why it’s out of scope

3. We’ll offer a one-off quote if appropriate

You’re never required to proceed — the choice is always yours.

Build Phase vs Ongoing Support

During the initial build phase

• Communication happens via hello@bylo.io

• We may reach out if clarification is needed

• Changes are handled after launch

  
  

After your site is live

• All updates and requests move to support@bylo.io

• This marks the start of ongoing management and support

This transition helps keep everything organised and predictable.

What Support Is (and Isn’t)

Support is

• Calm and structured

• Focused on incremental improvements

• Designed for long-term management

  
  

Support is not

• Instant or on-demand

• A real-time chat service

• A replacement for large redesign projects

  
  

This approach allows us to support clients sustainably while maintaining quality.

Need Help or Have Questions?

If you’re ever unsure how to phrase a request or whether something is included, just email support@bylo.io and we’ll guide you.

We’re here to help — with clear boundaries so everything runs smoothly.