24/7 support by email
We accept requests around the clock at podpora@allinweb.cz. This means we log everything, prioritise quickly and keep a clear history without unnecessary delays.
24/7 concept · care and support rules
24/7 care that grows together with your business.
We help businesses grow over the long term. To provide fast, high-quality and fair support for every client, we have clear rules for communication, priorities, three levels of cooperation and separate projects.
We are here for you at any time
How our 24/7 care works.
24/7 means we are ready to receive, log and prioritise your request and handle it according to its nature, so that nothing important is left waiting unnecessarily.
Phone subject to availability
We are not always on the phone - colleagues may be out on site or busy delivering work. If we don’t answer the phone right away, email is the safe option, giving you confirmation, a history and follow-up support from the team.
Urgent incidents
Website or email outages and other critical errors are dealt with without delay. We start the fix immediately, keep you informed of progress and work towards restoring operation as quickly as possible.
We schedule routine tasks
We handle content, minor changes and standard marketing so that they are done quickly, predictably and to a high standard - without chaos and without neglecting our other clients.
Three models of cooperation
24/7 for everyone. Priority depends on the plan.
All plans include 24/7 support and priority handling of critical incidents. They differ mainly in the priority of routine requests, the scope of development and the team capacity reserved for the project.
AIWS CARE24/7 support
Stable operation and long-term care.
For clients who want their website or digital project in safe hands over the long term, with reliable operation, regular technical care and a stable management regime.
- Urgent incidents are dealt with without delay — for example a website or email outage or a critical error.
- Routine changes and development requests are scheduled according to the team’s current capacity.
- Ideal for stable projects where reliability and ongoing care matter and frequent development changes are not needed.
- Monitoring, security, updates and standard technical care remain part of the cooperation.
Recommended forsole traders, smaller companies and stable projectswith an emphasis on reliable operation and ongoing care
PRIORITY DEVELOPMENT
AIWS GROWTH24/7 support
Higher priority and active development.
For projects that change regularly, grow and need requests scheduled for delivery sooner, as well as greater ongoing team capacity.
- Development requests take precedence over the AIWS Care plan.
- More room for new sections, UX, SEO, campaigns, automation and ongoing optimisation.
- Greater involvement of specialists according to the project’s current needs.
- Suitable for clients who don’t just want to maintain their website, but move it forward regularly.
Recommended forsole traders, companies and e-shopswith regular development and growth ambitions
AIWS ELITE24/7 support
Top priority and advanced development.
For companies and complex projects that require greater capacity, more specialists, custom development or advanced digital solutions.
- The highest priority for non-urgent development requests within our flat-fee plans.
- Individually planned capacity and specialist involvement across development, marketing, AI and automation.
- Suitable for integrations, internal systems, custom features, prototypes and technologically demanding projects.
- A more strategic partnership with an emphasis on long-term development and continuity between individual solutions.
Recommended formedium-sized and large companies, corporationsand projects requiring custom development
How we set priorityIncidents always take priority. Routine development follows the chosen plan.
AIWS ELITE›AIWS GROWTH›AIWS CARE
A higher plan does not mean that the client sets the completion date unilaterally. We always confirm specific deadlines according to scope, technical dependencies and real capacity. A higher plan means a higher place in the order when scheduling non-urgent requests and more capacity available for development.
Clear communication = no confusion
Communication and contact rules.
To maintain quality and an overview across all projects, every request needs to be submitted correctly, be traceable and be processed exactly as it should be.
Phone calls and in-person meetings are handled exclusively by Managing Director & CEO Petr Žaloudek
One responsible contact means clear priorities, quick decisions and fewer errors or misunderstandings.
Neither the in-house nor the external team communicates with clients by phone
Specialists focus on delivery. We handle suggestions internally in a coordinated way, and client communication takes place by email so that the outcome is consistent and traceable.
Send everything by email to podpora@allinweb.cz
Nothing gets lost, there is an audit trail, and we can prioritise and delegate precisely. Email is the most reliable route to a quick resolution.
24/7/365 support runs through email tickets
Every request is automatically logged as a ticket and taken over by the relevant team member. The problem is precisely described, traceable and resolved without confusion.
INCIDENT TIP: Write [INCIDENT] in the email subject line. If you are following up on the same problem, include the ticket number. Support will always give you the ticket number on request.
01 / SEND
Send an email
Write to podpora@allinweb.cz describing what to change and why, and attach any materials.
02 / PRIORITY
We confirm the ticket and priority
We send an estimate and a realistic deadline. If the request goes beyond the agreed scope, we propose a separate project or a more suitable plan.
03 / DELIVERY
Delivery and hand-over
We deploy, test and hand over. Everything remains traceable in the email and the ticket 24/7.
Phoning does not speed up incident resolution.Email is the safe option: everything is traceable there and the request gets the appropriate priority.
“I need it by tomorrow - is that possible?”With urgent incidents we start immediately. For routine changes we confirm the earliest realistic deadline. If you need higher priority for routine development over the long term, we will recommend AIWS Growth or AIWS Elite. A fixed deadline for more extensive work is confirmed in project mode.
Scope and priority decide.Support assesses the scope and schedules the request according to the agreed AIWS Care, AIWS Growth or AIWS Elite plan. More extensive work may be moved into a separate project.
Routine care vs. an individual plan
What the flat fee covers and when it becomes a project.
The flat fee covers all routine operation, maintenance and minor changes. A larger intervention, a redesign or a new project with a fixed deadline gets its own schedule and a tailored solution.
What the flat fee covers
The flat fee includes continuous 24/7 oversight, availability and performance monitoring, ongoing updates of systems and plugins, security, routine maintenance and minor content changes. We keep your website up to date, fast and secure.
When it is a project
A complete redesign or replatforming, a new microsite or section, complex features, a more extensive campaign or work with a fixed deadline and dedicated capacity. These interventions get their own plan and budget.
How we run a project
Short brief → estimate → schedule → delivery → hand-over. Clear steps, realistic deadlines and accountability, so that the result is delivered without compromise.
More capacity and development
Do you regularly need your requests scheduled sooner or more team capacity? We will recommend AIWS Growth, AIWS Elite or a separate project depending on the scope. Always transparently and with the way we will work together confirmed in advance.
Need a guaranteed deadline or more capacity?We will recommend project mode or an express flat fee.
So that every client keeps getting first-class service
Fair limits and capacity.
Under the flat fee we work within a reasonable monthly scope that corresponds to ongoing care. If the volume or intensity of requests increases over the long term, we will propose a suitable solution in advance.
- Standard mode: ongoing maintenance, minor changes, monitoring and content are handled according to plan and priority.
- Higher workload: if significantly more time is spent on a project over the long term, it is necessary to wait for capacity or choose a different solution.
- Options to scale up: moving to AIWS Growth or AIWS Elite, or a separate project with its own schedule and budget.
- Respect for others: we confirm deadlines according to the real availability of capacity, so that quality and fairness towards all clients are maintained.
We always agree on a specific deadline together, based on the current situation.
Realistic deadlines · fair priorities · zero chaos
Deadlines and how they are set.
We confirm deadlines according to real capacity and the priority of tasks across clients. We want to deliver first-class quality without chaos, so we work to a clear plan, transparently and predictably.
Standard mode
We handle ongoing maintenance, minor changes, monitoring and content according to plan and priority - a stable service for everyone.
When a project takes up more capacity over the long term
It is necessary to wait for capacity or choose a higher flat fee, project mode or priority in express mode.
We respect real constraints
One request must not paralyse all the others. We confirm deadlines according to availability, so that the service stays fair.
“Can I set my own deadline?” +
No. We set deadlines according to real capacity, dependencies, technology, the plan and priorities. We set the dates so that everything is of high quality, stable and free of chaos.
“What if it really is urgent?” +
If it is an outage or a critical incident, we deal with it without delay, regardless of the plan. For non-urgent development, priority follows the AIWS Care, AIWS Growth or AIWS Elite plan; the specific deadline is always confirmed by our team.
“Why not do everything straight away?” +
We guarantee quality to all clients. The plan and priorities keep things in order and prevent compromises - speed must not come at the cost of quality.
Important:The client cannot unilaterally set a specific completion date for the work. We work as quickly and fairly as possible, but we set deadlines according to technical dependencies, capacity and priorities.
Saving time on both sides
Graphic design & revisions - fair and efficient.
We keep graphic design simple, open and predictable. A clearer brief means a faster route to the final result.
2-3 designs / design directions
As part of flat-fee support, we prepare up to 2-3 designs or directions and fine-tune them with minor adjustments. For most clients this is enough to reach the final version quickly, without unnecessary rounds.
An honest conversation = time saved
If even after 2-3 designs you don’t feel it’s right, it is only fair to discuss whether it makes sense to continue in the same direction. You can supply your own materials or use an external designer - we will gladly deploy the output and prepare it technically.
Presentations, roll-ups, business cards, catalogues...
More extensive materials, such as presentations, roll-ups, business cards, flyers or catalogues, are invoiced separately outside the flat fee. Our clients get preferential prices compared with standard agency rates.
Tip:The more specific the brief - style examples, colours, references - the faster we arrive at the final design. Send your requests to podpora@allinweb.cz.
Fair to clients who don’t need anything for a long time, too
A discount when a project stays quiet for a long time.
Some websites or projects are in perfect order and need no changes for a long period. That is why we offer the option of temporarily reducing the flat fee by up to 40% for projects that have been running in a quiet mode for a longer time.
A project with no changes over the long term
For example, a static presentation website or a digital business card that runs for a long time without active changes.
After 8 months without changes
A client may request the discount after 8 months without any changes or interventions on the website. It applies to projects on which no change has been made in the last 8 months.
The discount is not automatic
You need to write to podpora@allinweb.cz. Once we have reviewed the project, we set the reduced flat fee individually.
Up to 40% of the original flat fee
The amount depends on the type of project and the length of the quiet period.
Note:The discount applies to active clients in a long-term partnership. As soon as the project returns to normal operation or starts being actively developed again, the flat fee returns to the standard amount.
A long-term partnership instead of a one-off delivery
How All In Web Service is different from the rest.
Our model is built on ongoing care, connected services and developing the project over time.
All In Web Service
- Flat-fee model with no upfront costs
- Web, marketing and support under one roof
- Continuous development and performance optimisation
- 24/7 availability - we are always on call
- No commitments and no commission on your sales
- SEO, analytics and campaigns included according to the agreed scope
- Everything tailored to your company
- Full transparency and feedback
- We grow with you - we are your long-term partner
Typical agencies
- High upfront fees and deposits
- Services provided separately by several companies
- Support often ends once the website is launched
- Support mainly on weekdays
- Long-term commitments and contractual penalties may be common
- SEO and advertising are often not included
- One-size-fits-all solutions without a strategy
- Frequent extra charges and hidden costs
- A static website with no further development
Freelancers
- Lower price, but often without guarantees
- One-off approach without long-term development
- The limited options and capacity of one individual
- Support depends on one person’s availability
- Sometimes a commission model or a percentage of turnover
- No structured marketing
- No analytics or growth strategy
- Higher risk of an unfinished project
- More a supplier than a long-term partner
We provide all services with the utmost professional care and within the technical possibilities of the platform and infrastructure used. Websites are run through renowned cloud providers whose infrastructure meets international security standards, including ISO 27001, ISO 27017 and ISO 27018.
Our rules = your assurance of quality service
A fair approach to every client.
These rules are not restrictions. They are a way to keep a fair approach to all clients and provide services at the highest level over the long term. We are here for you 24/7 - whether it’s your website, marketing, graphic design or technical support.