Help, when you actually need it.
Open a ticket, track the status, and talk to the developer who built your theme. No tier one queue, no scripted responses, no waiting three days for a reply.
Open a ticket. Track it. Get an answer.
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What support includes and what it doesn’t.
Clear boundaries so you know what to expect. No fine print, no surprise scope battles.
Bug Fixes
Anything that worked at launch and stopped working is on us. We fix it, full stop. Free for the first 30 days, billable after that.
Browser Issues
Cross browser bugs in Chrome, Safari, Firefox, and Edge. We test against the latest two versions of each at launch.
Theme Updates
WordPress core, plugin, and theme parent updates that break your site. We have your back through the update cycle.
How To Questions
Quick how do I do this in Elementor questions, or how do I add a section type. Email is faster than a ticket for these.
New Features
Adding a new section, page, or feature is billable as a small project. We will quote it before any work starts.
Hosting Issues
Server errors, DNS issues, and email deliverability are best handled by your hosting provider. We can help diagnose.
Common questions.
If your question is not here, email us at [email protected] and we will get back to you fast.
How long does support take?
First response within 24 business hours. Most tickets resolved the same day. Critical bugs (site down, checkout broken) are handled inside 4 hours.
Is support free after launch?
Yes, for the first 30 days. After that, you can buy a support retainer (recommended for active stores) or pay per ticket. We will quote you before any work.
What time zone do you work in?
Eastern Time (Toronto). Our team works extended hours to cover Europe and Asia for client emergencies, but standard support is Monday to Friday, 9 to 6 ET.
Can you take over from another agency?
Yes, we do agency takeovers regularly. We start with a full audit of the existing code, then propose a path forward. Most takeovers are billed hourly.