Services
What kind of businesses do you work with?
Small businesses of every kind — shops, clinics, restaurants, agencies, non-profits and more — that need reliable technology without hiring an IT department.
What does "monitored service" mean?
Every website, web app, mobile app or database we host is monitored continuously. You can see its live status in your client portal, and the overall state of our systems on our status page.
Can you take over a website or app built by someone else?
Yes. We start with a review of the code and hosting, then propose a migration or maintenance plan.
Do I need an account to request a service?
No. Anyone can send a request from our website. We answer with a quote you can accept online; your client portal account is created when we start working together.
Billing & payments
Which currency do you bill in?
All services are billed in US dollars (USD), wherever you are.
How are projects billed?
Websites and web apps: 20% when the work starts and 80% on delivery. Mobile apps: 20% at the start, 50% at a milestone, 30% on delivery. Smaller jobs are billed in full on delivery.
How are hosting and maintenance billed?
Monthly or yearly — your choice — for a one-year term that renews each year. A service added mid-period is billed from the day it starts.
Do you charge sales tax?
Caelum Cloud Services Inc. is a New York corporation. Clients in New York State are charged New York sales tax on the services it applies to, at their local rate. Clients in other states and outside the United States aren't charged US sales tax; the reason is noted on the invoice.
How do I pay?
By card: scan the QR code on the invoice or use its payment link — no account needed — or pay in your client portal. Invoices are due 30 days after they're issued. Card payments are processed securely by Stripe.
Can my invoices be paid automatically?
Yes. An administrator of your account can save a card in the portal and turn on auto-pay; each invoice is then charged to it and emailed as a receipt. You can turn it off at any time.
Support & incidents
How do I report a problem?
Open a ticket from your client portal. You can pick the affected service, set a priority, and follow the conversation with our team.
What happens during an outage?
We open an incident on the affected service and post updates — investigating, identified, monitoring, resolved — that you can follow live in your portal.
Can I ask for new features on an existing app?
Yes. From your portal, send a service request linked to the app; we'll send you a quote to accept online.
Account & security
Who can sign in to our portal?
Members of your business with sign-in access, using an email on your company's domain. Your business administrators can invite colleagues and manage their access.
What are the password requirements?
At least 12 characters, with an uppercase letter, a lowercase letter, a digit and a special character. We also reject passwords that appear in known data breaches.
Why am I asked to approve a new device?
The first time you sign in on a new computer or phone, we email you a link to approve it. It protects your account even if someone learns your password.
I forgot my password.
Use Forgot password on the sign-in page. We'll email you a link that's valid for one hour.
Why is my account temporarily locked?
After several failed sign-in attempts we pause sign-ins for 15 minutes to protect your account. Resetting your password unlocks it immediately.
Still have questions?
Clients can open a ticket from their portal. Everyone else, send us a request.