Website Support Requests
How Our Support Process Works:
1
Purchase support credits
Support requests require available support credits or an active retainer. Credits are prepaid and applied per request.
2
Submit one support request per form
Each support request should focus on a single, clearly defined outcome. This helps us review and resolve requests efficiently.
3
Requests are handled during support days
Support requests are reviewed and completed during our scheduled support days (typically Tuesdays and Thursdays). If additional information is needed, we’ll reach out before proceeding.
4
Credits are deducted once work is completed
Once the request has been completed, the appropriate number of support credits is applied based on the scope of the work.
Submit a Support Request
Use the form below to submit a support request for your website.
To keep support requests organized and handled efficiently, all support is managed through this form.
Important: We only accept support requests submitted through this form. Please do not send support requests by email, text, or other channels.
Tip: If you have multiple related updates, we recommend combining them into a single request where possible.
Support Credits
Support credits are how we handle ongoing website updates, fixes, and support requests outside of active projects or care plans.
Rather than tracking time by the minute, support credits are applied per request, allowing us to keep support organized, predictable, and efficient for everyone.
How Support Credits Work
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1 credit = one standard support request
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Credits are prepaid and valid for 12 months
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Each request should have a single, clearly defined outcome
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Requests are handled during our scheduled support days
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Urgent requests require additional credits or an active support retainer
What a Support Credit Covers
A single support credit typically includes one of the following:
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Small content updates (text, images, links)
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Minor layout or styling adjustments
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Configuration changes or settings updates
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Fixing a clearly identified issue or bug
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Page-level changes with a defined scope
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Investigation and resolution of a contained issue
What a Support Credit Does Not Cover
Support credits are not intended for larger or open-ended work. Credits do not include:
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New features or functionality
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Multi-step or multi-page changes
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Design revisions or creative exploration
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Strategy, planning, or consulting
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Ongoing troubleshooting without a clear scope
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Requests that expand beyond the original outcome
If a request turns out to be more involved than a standard support task, we’ll let you know before proceeding and recommend using additional credits or scoping it as a small project.
Support Credit Packages
| Package | Price | Best For |
|---|---|---|
| 2 Credits | $300 | Occasional updates |
| 4 Credits | $550 | Multiple changes or quarterly support |
| 8 Credits | $1000 | Ongoing support without a monthly plan |
Credits are prepaid, valid for 12 months, and applied per request.
Support FAQs
How quickly will my support request be handled?
Support requests are handled during our scheduled support days (typically Tuesdays and Thursdays). Urgent requests require additional credits or an active support retainer.
What constitutes an urgent or emergency request?
Urgent requests are issues that require immediate attention, such as website downtime, critical security concerns, or major functionality failures impacting business operations.
Urgent requests require additional support credits or an active retainer.
How do support credits work?
Support credits are prepaid and applied per support request rather than per hour. One credit covers one standard, clearly defined support request.
Credits are valid for 12 months from the date of purchase.
What if I have multiple requests?
Each request requires a separate credit. We recommend batching related changes into a single request.
Can I get an estimate before work begins?
Support credits are designed for clearly scoped requests and are applied per request rather than by time.
If a request is more involved than a standard support task, we’ll let you know before proceeding and recommend using additional credits or scoping it as a small project.
How do I pay for support services?
Support requests require available support credits or an active support retainer. Support work begins once credits are available.
How can I check the status of my support request?
You’ll receive email updates as your support request is reviewed and completed. If additional information is needed, we’ll reach out before proceeding.
Do unused credits roll over?
Support credits are valid for 12 months from the date of purchase.