Understanding your support ticket balance

Once your website is live, technical changes are handled through support tickets rather than unlimited revisions. This article explains what a ticket covers, how many you have, and what happens when you need more.

What a support ticket is

A support ticket is a technical request handled by our team: a hosting issue, a setup change, a small technical fix on an already-launched site. It is not open-ended design or content work. Content changes such as text, photos, products, hours, and services are yours to make directly through your administrator dashboard, with no ticket needed. See Updating your website content.

Requests that amount to a substantially new design, additional pages beyond your package, new functionality, or custom development are not tickets either. Those are scoped and quoted separately as Enterprise / Custom Solutions.

How many tickets you get

• Professional Website: 1 included support ticket per month. Additional tickets are $25 each.
• Business Website (E-Commerce): 3 included support tickets per month. Additional tickets are $20 each.

Included tickets reset at the start of each billing cycle and unused tickets do not roll over. Your dashboard shows the count in real time so you always know where you stand before you submit.

Submitting a ticket

1. Sign in to your client dashboard and open the support tickets area.
2. Describe what you need in one or two sentences, and include the page or feature it concerns and any screenshots that help.
3. Submit. Standard tickets are typically answered within one business day, and you can follow the ticket's status from the dashboard.

If you regularly need faster turnaround, the Priority Support add-on ($29/mo) moves your tickets to the front of the queue.

Refund requests

Refund requests are also submitted as a support ticket from your dashboard, per the Refund Policy. The full definition of a ticket lives in section 4 of the Terms & Conditions.