How we provide support
Support is provided by a real person, not automated systems or outsourced call centers. This allows for thoughtful responses and practical guidance, but it also means support is structured to ensure issues are handled efficiently and fairly.
Primary support channel
Support is handled primarily through the ticket system in the member portal. Tickets allow us to review details, track history, and respond with full context.
Response times
We aim to respond to support requests during standard business hours. Response times vary depending on the nature of the request, current workload, and whether the issue is service-impacting.
Urgent issues may be addressed outside of normal business hours when possible.
What qualifies as urgent
Urgent issues are determined by service impact, not by how a ticket is labeled. Examples include complete service outages, email downtime for an entire domain, expired SSL certificates, or security-related concerns.
Phone support
Phone support is available for qualifying urgent issues and scheduled calls. In most cases, a ticket should be submitted first so we have the necessary context before a call takes place.
Scope of support
Support includes guidance, troubleshooting, and clarification. Hands-on work such as migrations, complex configuration, or ongoing management may require an additional paid service.
Availability and limitations
While every effort is made to assist promptly, availability can be affected by factors outside of our control, such as illness, emergencies, or connectivity issues. If required, temporary assistance from a trusted contractor may be used to stabilize services.
Best results
Clear communication and detailed information help ensure the fastest and most effective support. Providing context upfront reduces delays and unnecessary back-and-forth.