Get help fast, from real people
Every subscription includes support that's unlimited and never counts against your request queue. Here's exactly how it works.
How to get help
Request board
For anything that changes your site: a new page, an edit, an integration. Reply on the card and we scope it the same working day.
Support inbox & chat
For questions, how-tos, billing or anything that isn't a build. Growth and Scale add live chat inside the dashboard.
Priority incident line
For downtime or security issues. Available to every plan, monitored around the clock, triaged ahead of normal work.
Response time targets
Targets by plan, for a first human reply and for delivery of a standard request once scoped.
| Plan | First reply | Standard request | Channels |
|---|---|---|---|
| Launch | Within 1 business day | 2-4 business days | Email + request board |
| Growth | Within 4 business hours | 1-2 business days | Email, board + live chat |
| Scale | Within 1 business hour | Next business day | Dedicated pod + priority line |
Incident escalation path
- 01
Detect
Uptime and error monitoring flags an issue automatically, or you report it via the priority line.
- 02
Triage
An on-call engineer confirms severity within minutes and posts an update to your status page.
- 03
Resolve
The issue is fixed outside your normal queue; critical incidents get continuous attention until resolved.
- 04
Review
You receive a short write-up of cause and fix, and we adjust monitoring to catch it earlier next time.
Self-serve guides
Step by step instructions for the things customers ask about most.
Add a new request to your board
- 1.Open your dashboard and click 'New request'.
- 2.Choose a type: new page, edit, bug fix, integration or content update.
- 3.Describe the outcome you want, attach references or brand assets, and set a due context if relevant.
- 4.Submit. You'll get a scope confirmation the same working day, then watch it move from Queued to In Progress to Review.
Connect your domain's DNS
- 1.In your dashboard, go to Domain, then 'Connect existing domain' if you're not using the free included one.
- 2.Copy the A record and CNAME values shown on screen.
- 3.Log into your registrar (GoDaddy, Namecheap, etc.), open DNS settings and paste the records, removing any conflicting defaults.
- 4.Propagation usually completes within a few hours; we email you once your domain is verified and SSL is issued.
Set up business email on iPhone
- 1.On iPhone, go to Settings > Mail > Accounts > Add Account > Other > Add Mail Account.
- 2.Enter your name, your @yourdomain.com address and the password from your welcome email.
- 3.For incoming and outgoing server, use the IMAP and SMTP hostnames shown in your dashboard's Email panel.
- 4.Save, then send yourself a test message to confirm sync.
Set up business email in Outlook
- 1.Open Outlook, go to File > Add Account, and enter your @yourdomain.com address.
- 2.Choose manual setup and select IMAP.
- 3.Enter the incoming/outgoing server details from your dashboard's Email panel, using SSL on the listed ports.
- 4.Finish the wizard and send a test email; Outlook will sync your inbox on the next check.
Restore a backup
- 1.Go to your dashboard's Backups tab, which lists a daily snapshot for the last 90 days.
- 2.Pick the date you want to roll back to and click 'Preview' to see what changed since then.
- 3.Click 'Restore' to confirm; this creates a fresh snapshot of the current state first, so nothing is ever lost.
- 4.Restores usually complete in under 10 minutes and don't use up a request slot.
Invite a teammate
- 1.Open Settings > Team and click 'Invite teammate'.
- 2.Enter their email and choose a role: Owner, Editor (can submit and approve requests) or Viewer (read only).
- 3.They'll receive an invite email with a secure sign-in link and can enable two factor authentication on first login.
- 4.Remove access instantly from the same screen whenever someone leaves your team.
Our status and incident policy
Every account gets a live status page covering uptime, response times and any active incident. We publish a public postmortem for incidents affecting multiple customers, and a direct one for anything affecting only your site.
- Real-time monitoring on every hosted site, 24/7
- Incidents posted to your dashboard within minutes of detection
- Critical issues never wait behind the request queue
- Written summary of cause and fix after every incident
What counts as an incident versus a normal request?
An incident is anything making your site unavailable, insecure, or broken for visitors, like downtime, a failed payment on your storefront, or a security alert. It's triaged immediately outside your request queue.
How do I report an incident outside business hours?
Use the priority contact form linked from your dashboard, marked 'Site down or security issue'. It pages our on-call engineer regardless of the time.
Where can I see live status?
Every account includes a status page link in the dashboard footer showing uptime, active incidents and past resolution times.
Does opening a support ticket use up a request?
No. Bugs, incidents and general help questions are unlimited and separate from your request queue.
Need a hand right now?
Reach the team directly, or browse the full FAQ for quick answers on plans, requests and hosting.