Outages, broken pages, content updates, upgrades, domains, email, security and billing — one place to raise it, with a written record of what was asked, what it covers and what was done.
Support hours: Monday–Friday, 9:00 AM – 5:00 PM Pacific. Emergency after-hours service options are available and quoted before they are used.
Customer-reported. Report an outage as soon as you see it — please do not assume we have already been alerted.
Private to your account. Requests, files and history are visible only to your authorised contacts and our team.
Approved before billed. Work outside your plan is quoted and approved in writing before it starts.
Pick the closest category and include the details listed. Complete information is the single biggest factor in how quickly a request can be resolved.
Your website will not load, shows a server error, or visitors are getting a security warning.
Scope: Investigated first. Diagnosis is included for sites we host or manage.
A form does not submit, a page 404s, images are missing, or a section renders incorrectly.
Scope: Fixing something we built and that previously worked is included on an active care plan.
Text, pricing, hours, staff, photos, documents or a blog post that needs changing.
Scope: Included up to the change allowance written into your care plan; beyond it, quoted first.
Layout, colour, typography, imagery or section restyling.
Scope: Scoped and quoted in writing before any work begins.
Extra pages, a booking flow, e-commerce, a portal, an integration or a redesign.
Scope: Quoted as project work. Nothing is built or billed before you approve the quote.
Renewals, transfers, privacy, subdomains, redirects or DNS records.
Scope: Handled as an account-managed task. Registration and renewal fees are billed as quoted.
Mailbox setup, password resets, forwarding, aliases or delivery problems.
Scope: Setup and changes are account-managed tasks; mailbox plans are billed separately.
Certificate warnings, suspected compromise, spam form submissions or a restore request.
Scope: Certificate and restore work is included where your plan covers it; remediation is quoted.
Invoices, receipts, renewal dates, plan changes, cancellations or payment questions.
Scope: Always free to ask. Every charge is confirmed in writing before it applies.
Anything that does not fit a category above, including training and how-to questions.
Scope: Answered as part of your account relationship.
The same path every time, whether the request is included in your plan or billable.
By category, with the details above. Everything is recorded against your account.
Covered by your plan, or chargeable work that needs a written scope.
Only for work outside your plan. It states what is included and what it costs.
No chargeable work is started, and no charge applies, without your written approval.
The change is made, you are told what changed, and the request history stays on your account.
Extra work is paid work. Included changes are the ones written into your care plan; anything beyond that allowance is quoted first so there are no surprise charges in either direction.
We also take over existing websites. Tell us what you have, who hosts it and what is going wrong, and we will tell you honestly whether we can help.
