After-Hours Support System
After-Hours Support Hours:
Weekdays (Monday to Friday): 4 PM CST to 9 PM CST
Weekends and Holidays: 9 AM CST to 9 PM CST
How to Reach Us After Hours:
Email:
Our regular support email, [email protected], will now transition into a priority notification system after hours. This ensures urgent inquiries are flagged and addressed promptly by our on-call team member.
Phone:
For immediate assistance, you can call 337-541-0940 and leave a voicemail. While we won’t answer the phone directly, our system will notify the on-call team member of your message, and we’ll respond as quickly as possible.
After-Hours Services and Fees
Each after-hours request will be categorized as either Urgent Issues or Standard Requests:
Urgent Issues
Urgent issues are covered by your monthly service plan and do not incur additional fees. These include:
- Website is not functional or down
- E-commerce stores unable to process transactions
- Security breaches, such as malware infiltration
While after-hours support ends at 9 PM, we understand that emergencies can happen at any time. For true emergencies, we will be notified immediately and will respond as quickly as humanly possible. Please bear with us as we address your needs—we’re real people, not robots, and we’re here to help you!
Standard Requests
Standard requests include any issues not listed under urgent issues. Examples include:
- Content updates or changes
- E-commerce store updates or adjustments
- Minor formatting tweaks
We understand that sometimes you’re working late, just like we do, so feel free to submit non-urgent requests after hours. If you’d like your request to be completed during after-hours support, please let us know when submitting your request. Standard requests are billed at a rush labor rate of $150/hour, and we will always seek your approval before beginning any work.