Where to send it
- The client area — for anything that can wait. It leaves a written trail, which makes it easier to work from.
- Email to contact@hostika-bg.com — works just as well.
- Phone — for the urgent stuff. If the site is down or a live page shows a wrong price, call.
Don't send requests over Viber or Messenger. Not because we won't read them, but because they get lost among everything else and nobody can track them.
What to write
There's no form. One message is enough if it contains three things:
1. Which page. A link is best. "On the services page" is fine if you have two pages. If you have twelve, send the link.
2. What should happen. The more specific, the fewer questions come back.
Good: "Change the phone number in the top right from 0888 123 456 to 0888 999 111, on every page." Bad: "Fix the contact details."
3. Whether it's urgent. "No rush", "by Friday", "today" — all three are useful. If you don't say, we assume no rush.
If it's new copy, send the text itself rather than a description of what it should say. If you're attaching photos, read how to send them so they don't arrive crushed.
When we reply and when it's done
Two different things, worth separating.
Reply — confirmation that we've got the request and when it'll be finished:
| Plan | Response time |
|---|---|
| Basic | within 8 hours, business hours |
| Business | within 2 hours, prioritised |
| Enterprise | within 2 business hours |
Delivery — depends on size. Changing a phone number or a price: usually the same day. A new page: a few days. Anything that touches the site's structure: we give you a date up front.
If something is wrong on the live site — wrong price, wrong phone number, broken page — say so in the first line. Those jump ahead of everything else, regardless of plan.
What's covered by your subscription
Always, on every plan, with nobody counting hours:
- The server, the updates, security, certificates, backups, speed.
- Anything that's broken and shouldn't be.
- Anything that's our mistake.
Content changes are separate:
- Business — up to 2 hours a month, included.
- Enterprise — you run it through your dedicated manager, no clock.
- Basic — doesn't include change hours. Ask us for a price before you order; we quote up front and don't start until you've confirmed.
You never get an invoice for something we didn't agree first. If your request falls outside what's included, we tell you before we touch anything, not after.
What we don't do
- Mobile apps (iOS/Android).
- Google Ads or Meta Ads campaigns.
- Logo design or branding from scratch.
- Crypto or gambling.
If you need something on that list, say so — we probably know who does it and we'll point you there.
How to get what you wanted on the first pass
Small things that save a round trip:
- Send the text, not the idea for the text. "Write something about the new service" means we guess and you correct twice.
- One email, one request. Five changes in one message often means the third one gets lost. Or number them.
- Say what the goal is, not just what to do. "I want the phone number easier to find on mobile" is more useful than "make the phone number bigger" — there may be a better fix.
- If it's seasonal, give a start and end date. A promotional banner with an end date is one you don't have to remember to take down.
If something didn't come out the way you wanted
Say so. It's not a complaint — it's what the subscription is for. We fix it and it doesn't count twice.
If you haven't had a reply within your plan's response time, that's a problem in itself and we want to know. Call +359 89 904 4440.