Support from people who know publishing.
Every member of the Supadu team works exclusively with publishers, bringing expertise in metadata, ONIX, eCommerce, accessibility and discoverability. From project delivery to ongoing support, we provide practical guidance and become a trusted extension of your team.
Publishing expertise built in
Our support goes beyond technical troubleshooting. We understand the workflows, challenges and opportunities publishers face every day, allowing us to provide informed advice alongside platform support.
From ONIX metadata and ecommerce to accessibility, SEO, discoverability and AI search, you'll always be speaking to specialists who understand your industry.
“When we needed to update our site in order to meet the standards of the European Accessibility Act, our colleagues at Supadu managed the project in a timely fashion, with a strong attention to detail, and a kindness that we always appreciate. I couldn’t be more grateful!”
“Your team has really stepped up to the plate... I am very thankful to have team Supadu on our side.”
“Thank you for all of your excellent help on our websites. Everyone is so skilled and easy to work with. Outstanding!”
“I really appreciate your support... especially as I know this is outside of what you would usually do in terms of support for issues like this, so above and beyond!”
Customer Success that keeps you moving forward
Our Customer Success team helps you get more value from your Supadu platform long after launch. Together we'll identify opportunities to improve discoverability, streamline workflows, enhance user experience and make better use of existing features.
We also share best practice, emerging trends and ideas from across our publisher community, helping you make confident, informed decisions about the future of your platform.
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A collaborative partnership
Some of Supadu's most valuable features began as conversations with customers.
We work closely with publishers to understand the problems they're trying to solve and, where appropriate, develop solutions that benefit the wider publishing community. It's a collaborative approach that continually improves the platform while ensuring your investment keeps delivering value as your organisation grows.
Support FAQs
Learn what to expect from Supadu's ongoing support, including warranties, support plans, change requests and post-launch guidance.
After go-live, Supadu provides ongoing support including issue reporting, change requests, cost estimates for new work, and updates on open requests. All requests are managed through a dedicated support portal, and each agreement includes a named support contact.
Yes. Every project includes a 30-day warranty from the launch date. Any bugs identified during this period are covered as part of the project. After the warranty period, support continues under a retainer-based agreement.
Supadu follows a structured handover process. Your project manager coordinates an internal review, prepares documentation, and introduces you to the support team before or shortly after launch. You will receive a welcome communication with details on how to log requests and what to expect.
Yes. Supadu offers monthly check-in calls for the first three months after launch to help you settle in, address any early questions, and make sure you are getting the most from your solution.
Supadu offers flexible support plans to suit different needs. Your account manager can help you choose the right plan based on your expected needs.
All support requests are submitted through a dedicated support portal. Supadu will set this up for you during the handover process and provide guidance on how to use it.
Yes. Supadu provides customer-facing knowledge bases with guides, FAQs, and how-to articles relevant to your platform. These are made available at or shortly after launch and are updated over time.
For Supacart Plus stores, Supadu provides end-customer support through a branded help centre. This includes automated chat workflows, FAQ articles, and escalation paths for more complex queries, so your readers and buyers have a clear route to get help.
Support covers a range of needs including investigating and resolving issues, answering questions about your platform, processing change requests, providing cost estimates for new work, and keeping you updated on the progress of open requests.
Yes. Any requests beyond the original project scope can be discussed with your support or account contact. Supadu will review the request, assess the impact, and provide a recommendation and estimate before proceeding.
Supadu is introducing customer satisfaction tracking as part of its support and account management process. This includes regular account reviews, customer health monitoring, and feedback mechanisms to ensure the partnership continues to work well over time.