Information On Submitting Your Ticket

The more detailed your ticket is, the faster we can help.

UPDATE: Support Team Hours and Availability

Our Support Team & Billing Dept is available:

  • Monday – Friday 10:00am – 7:00pm (CST).
  • Saturday 10:00am – 2:00pm (CST).
  • Emergency level support (our system detects these during off hours) will remain Monday – Sunday 9:00am – 9:00pm (CST). Please read below to understand what this includes.

How we handle your ticket:

  • Your account must be in good standing prior to submitting a Support Ticket.
  • Support Tickets are handled in the order received. Depending on the complexity of the request, it may take longer to fulfill.
  • Initial Support Team responses usually take anywhere between 20 minutes to 8 hours which is dependent on the amount of tickets we have at any given time.  We will always strive to respond as fast as possible to acknowledge your initial request and let you know we’ll be working on your ticket soon.

What is classified as an “Emergency Level Support Request”

  • Your website has crashed (keep in mind, we do periodic server resets which will take your website down for approx 5 -75 minutes).
  • You are not receiving emails (you MUST allow for a minimum of 1 hour prior to opening a ticket as servers out of our control, such as Google or your mobile apps, may take longer to receive or notify you of new emails)

Items not considered “emergency”

  • General updates to your website
  • Adding an email address to your account
  • If you broke a layout or page when you were editing something
  • Questions on marketing items or general guidance requested (including traffic and Google inquiries)

Submit Your Support Ticket

We're here and ready to help you!

IMPORTANT: Remember to check your spam folder for our emails!

To automatically create a private support ticket, please email our team directly via

You may include attachments to your email as needed – such as Word docs, images, PDFs.

Support Costs:

  • If you do not already have it on your account, you may add our ongoing monthly support (reach out to our Support team to do so). In many cases, this helps cut cost for you.
  • If you do not have our ongoing support option, every new support request begins at $35.
  • If you exceed your support allowance time, we will notify you of an estimated cost, requesting your approval to process the charge prior to completing the work.

Why have we adjusted our support time structure?

Like yourself, we look at the common needs of our client base as well as what makes sense financially. It turns out that only 2% of support tickets received came through on a Sunday and 6% came through on a Saturday. This tells us that we all wish to enjoy our weekends! When we took a look at the rarity of client needs on Sundays and Saturdays, the decision was made to scale back a bit and see how this shapes up for the next 3-6 months, whereas we’ll re-evaluate these times once again. The awesome news is that this allows us to re-invest more money into better services!