When you sign up for a website support plan you are granted access to our support portal. When you fill out a support request a ticket is created. The ticket is how we communicate with you about that request. A support request is one ticket that can be solved in 30 minutes or less.
If your ticket will require more than 30 minutes to complete you can use multiple support request credits for one issue. For the “Emergency Help!” option, you get up to 3 hours total time on your ticket.
Please check your website support plan for details.
We work hard to complete most support requests the same day. We do offer a 24-hour guarantee which means that if we have not completed your request within 24 hours of submission, you are entitled to a full refund. If your support request will take additional time, our support technicians will alert you as work progresses.
We need access to your CMS admin (WordPress Dashboard or Joomla Administrator), and either hosting panel or FTP and SSH access.
Often a new customer does not know the above details, but don’t worry- we will be glad to help you locate the information as soon as you sign up for a support plan.
Select the “Emergency Help!” option. There will be no ongoing payments but you must submit your request within 10 days of signing up. If you need support for an issue you think may be outside the scope of our plans, contact us and let us know what it is.
No. Our service is month to month and you can cancel at any time. Please let us know if you are not happy with our service, and we’ll do whatever we can to make you a happy customer!
If at any time during the first 30 days you are not satisfied with our service you get your first month’s payment back. After that, your subscription renews monthly and can be canceled at any time before the next renewal date, but is not subject to refund.
No, we can provide support services for your website no matter where you host it. We’ve worked with different clients that host on all the major hosting companies including GoDaddy, BlueHost, HostGator, LiquidWeb, and even some that host on their own internal servers.
Our parent company can help with that, please contact us to learn more.
Please view our Privacy Policy to learn how we protect your personal information.
