Support
A real person, within one business day
Every message we receive is read and answered by a person on the team, in your working hours, in the language of the ticket. No first line triage script, no automated closure after seven days, no ticket bouncing between departments.
How to reach us
- Existing clients: the fastest route is the message thread inside your dashboard. It preserves context and pings your named designer or developer directly.
- General questions: email support@altaignite.com.
- Billing and invoices: email billing@altaignite.com.
- Urgent site down: email urgent@altaignite.com with the affected URL. Monitored around the clock.
- Sales and partnerships: email hello@altaignite.com.
Reply times we commit to
- Standard support ticket: one business day, usually within four working hours.
- Site outage on managed hosting: initial response within thirty minutes, twenty four hours a day, seven days a week.
- Billing question: one business day, always from a named person, never a shared inbox.
- Feature request or roadmap input: within one working week, with a real yes, no or later.
What good ticket looks like
Include the URL you are looking at, what you expected to see, what you actually see, and a screenshot if the issue is visual. That single paragraph shaves about an hour off the round trip and gets you a real answer instead of a clarifying question.
Escalation
If a ticket has not been answered within the reply window above, forward the thread to escalations@altaignite.com. It lands in the founder inbox directly. We check that inbox every business day at nine and again at four.
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