Looking for Support?
Follow the instructions below to submit your request
How Our Support Process Works:
1
Submit Your Request:
Complete the form below with as much detail as possible to help us understand your issue.
2
Add Your Payment Information:
After submitting the form, you’ll be prompted to add your credit card on file if not already done. This step ensures we can promptly address your request.
3
Assessment and Contact:
Once we receive your request, our team will review the details. If we need more information, we’ll reach out to you directly.
4
Resolution and Billing:
We’ll work on resolving your issue as quickly as possible. Once the task is complete, we’ll charge your card for the time spent and send you an invoice detailing the work done.
Submit a Support Request
Need help? We’re here to assist you with all your support needs. To ensure a smooth and efficient process, please fill out the form below with all relevant details about your request.
Important: We only accept support requests submitted through this form. Please do not send support requests via text, email, or any other method.
Support Rates
Base Rate: $150 per hour*
Emergency Premium: Additional $50* flat fee for urgent requests
*excludes HST
Note: We track time by the minute and bill you only for the time spent.
Billing and Warranty Info
We strive to provide excellent service and stand by the quality of our work. Here’s how we handle support requests:
- Billable Support Requests: Most support requests, including new features, updates, and non-critical fixes, are billable at our standard rate.
- Free Support for Covered Issues: We offer free support for issues that are directly related to our work and arise within one year of project completion. This includes:
- Bugs or errors due to our development work.
- Compatibility issues with our code.
Please note that free support is limited to bug fixes and does not cover new features, enhancements, or third-party changes that affect our work.
For additional information, please read through our Frequently Asked Questions below.
Support FAQs
How quickly will my support request be handled?
We strive to address all support requests as soon as possible, depending on the urgency of the request.
Here is a general guideline we follow:
Low Priorirty: 5-7 business days
Medium Priority: 3-5 business days
High Priority: 1-3 business days
Urgent: within 24 hours
For emergency requests, please indicate the urgency on the form, and we’ll prioritize it accordingly. An additional $50 flat fee applies for emergency services.
Note: We make no gaurantee that your support request will be resolved in the time specified.
What constitutes an emergency request?
An emergency request is any situation that requires immediate attention, such as website downtime, critical security issues, or major functionality errors that impact your business operations.
How do I pay for support services?
We require a credit card to be kept on file. After your support request is completed, your card will be charged for the total time spent on the task, and an invoice will be sent to you.
This is the only payment method we accept for support requests to streamline our process, we appreciate your understanding.
Can I get an estimate before work begins?
Yes, after submitting your request and our initial assessment, we can provide an estimate of the time and cost involved in resolving your issue. However, please note that actual time may vary based on the complexity of the task.
How is the time tracked for my support request?
We track time by the minute, ensuring that you are only billed for the actual time spent resolving your request.
What if I have multiple requests?
If you have multiple support requests, please submit each one separately using the form. This helps us to track and manage each task effectively.
How can I check the status of my support request?
You will receive email updates regarding the status of your support request. If you need additional information, feel free to reply to the email or contact us directly.