Support Services

With two levels of support (regular and critical), we can ensure you get the help you need when you need it. Our Freshdesk support desk is available 24/7 and we answer requests as soon as possible.

Building your own website is entirely possible, especially with all the ready-made plugins and themes available. Sometimes though, you can get stuck and need a bit of advice. That’s what we’re here for.

Regular Requests

You can send a regular support ticket for anything that doesn’t need an immediate response. Depending on your plan, response time is within a few days. Regular requests are things such as plugin recommendations, how to change where your contact form sends email, editing text on your site and other usage issues. Please note that we do not complete the work for you (unless otherwise arranged) but we will send you screenshots and information on how to do it yourself.

Regular requests can be sent to: [email protected]

Critical Requests

Critical issues are dealt with as soon as possible and are important things such as downtime, site backup restoration and other issues that are causing downtime to your site.

Critical requests can be sent to: [email protected]

Billable Work

If you send requests that are not support requests but you’d like someone to take care of it for you, then that is considered billable work and will be billed accordingly. If work is billable we will let you know beforehand what the charges will be and you can approve the cost before we do the work.

If you send critical changes that you want to be done as soon as possible. The work will be billed at 150% of our regular rate. This is to ensure our critical support channel does not get bogged down in billable work and our fast response times remain acceptable.

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