Even with the best training, things may sometimes go wrong—or you may just need a helping hand. Here’s how to know when to reach out and how we can assist you.

✅ Things You Can Handle On Your Own (With This Guide)

Most of the day-to-day tasks on your website can be done by you or your team, especially with the lessons and checklists in this course. These include:

• Editing pages or blog posts

• Adding or removing users

• Uploading images or documents

• Changing menu items or links

• Updating basic contact details

• Restoring a backup using UpdraftPlus

🧠 If it’s covered in this guide, you’re empowered to do it!

🚩 When to Contact Us

Please reach out if you experience any of the following:

• 🧱 A plugin or theme update broke your site

• 🐞 You see a strange error or the site won’t load properly

• 🧼 You suspect your site was hacked or infected

• 📉 The site is slow, unresponsive, or completely down

• 🧩 You want to add a new feature or page not covered in the course

• 🔧 You need custom design, development, or troubleshooting

💰 Support & Cost Guidelines

• Q&A Support – If you come across a task that’s not covered in the training, feel free to email us your questions. We’ll point you in the right direction at no extra cost.

• Done-for-You Support – If you’d rather have us handle a task for you, or the issue requires hands-on troubleshooting or development, this will be treated as billable support and charged based on scope.

• Website Care Plan Clients – If you’re on a care plan, some support may be included. Contact us to confirm what’s covered.

💬 “If it’s a quick question, just ask. If it’s hands-on work—we’ll provide a fair quote.”

📬 How to Reach Us

Use the official support email or contact method provided during your onboarding.

✅ Be specific about the issue
✅ Include screenshots or screen recordings if possible
✅ Let us know what you were doing just before the issue occurred

🕐 Response Time

Our typical support hours are:

• ⏱️ Within 24–48 hours (Monday–Friday, 9am–5pm)

• 🚨 Urgent issues (e.g. site down) will be prioritized

⚠️ Caution: Avoid DIY Fixes for Major Issues

If you’re unsure about something, don’t guess or try editing theme files or code directly. You could cause more harm than good. Contact us first—we’re here to help.