Support & response times
Support means real people, clear response times, and no ticket-system runaround. When you need a change or have a question, you contact us directly and hear back within the time your plan guarantees.
How to reach us
- Email us any time at your support address
- Reply to your monthly report with anything you need
- Premier also gets phone access and a monthly strategy call
There’s no portal to log into and no queue to navigate, just message us.
Response times by plan
| Plan | Response time | Extras |
|---|---|---|
| Essentials | Within 48 hours | Email support |
| Complete | Within 24 hours | Priority email support |
| Premier | Same day | Phone access + monthly strategy call |
These are response times (when you’ll hear from us). Simple changes are often done the same day; larger work gets a clear timeline upfront.
What support covers
- Content edits, text and image swaps (limits per your website plan)
- Help with your services, email, booking, chat, Google, payments
- Fixing anything that breaks, that’s on us, always, at no extra cost
- Questions and advice about your online presence
What counts as an “edit” vs an add-on
| Included edit | Add-on (quoted first) |
|---|---|
| Change text, hours, prices | A brand-new page |
| Swap a photo or image | A redesign |
| Update a service description | A new feature (shop, booking, etc.) |
| Add a testimonial | A large content project |
Bigger jobs are quoted separately so you only pay for what you ask for, and you always see the price before we start.
FAQ
What if something is urgent or broken? Contact us and flag it as urgent. Breakages are always our priority and always covered, no charge.
Do you charge for small edits? No, small text/image edits are included up to your plan’s fair-use limit. Essentials includes 2 per month; Complete and Premier are unlimited (fair use).
Can I just call you? Phone access is included on Premier. On other plans, email and your shared inbox are the fastest routes, and we reply quickly.
Who actually does the work? Our team, the same people who built and run your presence, not an outsourced help desk.
Need a change right now? Contact us and we’ll get on it within your plan’s response time.
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