Frequently Asked Questions

We realize you may have some questions and want to be sure we answer them. Please look through the list below and if you don’t see the answer you are looking for contact us.

What is a request/ticket?
When you sign up you will create an account with us. When you fill out the support request a ticket is created. The ticket is how we communicate with you about that request. A request is one item to be fixed in 30 minutes or less.

How long will it take you to fix/work on my site?
Our goal is to complete most requests we receive the same day or worse case next. We offer a 24 hour guarantee which means that if we have not completed your request satisfactorily within 24 hours of receiving it, you are entitled to a refund.

What if I have a one time request and do not need ongoing support?
Click here:  You pay a one time fee and there will be no ongoing payments. There is a 30 day full money back guarantee if we can’t help you. If you need help with something you think may be outside the scope of our plans, contact us and let us know what it is. If we can’t do it we can have our sister company handle it for you. They do Website Design, Development and Coding, Hosting, Graphics and just about anything else you may need.

Do you provide hosting?
No, but our sister company has a full range of hosting services. Contact them for more info.

Am I locked into a contract?
No. Our service is month to month. We will work hard to keep you coming back each month, but you can cancel anytime if you are not satisfied. Please let us know if you are not, and what we can do to change that!

Which payment methods do you accept?
We accept all major credit cards including MasterCard, Visa, Discover, and American Express. You can also pay with PayPal. If you want to pay with PayPal follow this link: Your support account is what you’ll use to work with us after signing up. After you sign up, your payment method will automatically be charged each month until you decide to cancel. You can also upgrade your plan at any time.

Is there any discount for requesting help with more than one site?
Yes! See our current plans for details and contact us directly if you have any special requests or situations you would like us to consider.

How many support requests can I submit each month?
Please check your plan for details. But in most cases there is no limit to how many support requests you can make in one month. If you need something outside of the scope of your plan we will give you a quote to complete it, or refer you to our sister company

What happens if you break my site?
If something we did breaks your site we fix it! It doesn’t matter how long it takes or at what cost. But, rest assured we take precautions to prevent that from happening including making a back up to start with, quality control protocols along the way, and full testing when we are done.

What’s your refund policy?
We offer a no questions asked, 30 day full refund. Which means, if at any time during the first 30 days you are not satisfied with our service you get your first months payment back. No questions asked, no hassles. That said, we will do our best to rectify whatever the issue is first.

Do you offer an affiliate or reseller program?
Not at this time but maybe in the future! Check back from time to time.

Can I upgrade or downgrade my plan after I sign up?
Yes! You can upgrade or downgrade anytime. Just keep in mind that each time you do you will be required to pay the first months payment for that plan. Follow these instructions:

If you signed up prior to 9/1/17:

Submit a ticket and let us know you would like to upgrade or downgrade and we will send instructions.

If you signed up after 9/1/17

1) Log in to your account:
2) On the menu there click “Subscriptions”
3) In the Related Subscriptions section click the “View” link
4) To the right of “Actions” click the “Cancel” link
5) In the main menu at the top, click “Plans” and select the new plan you want to sign up for and checkout.

How to cancel your account
If you no longer need support for your site you can cancel your billing by simply submitting a request to us. We will cancel your account within 24 hours and you will receive an automated email confirming the cancellation. Your support portal account will remain open should you choose to reach out to us later or in the future but billing will be cancelled.