Customer Support
Whether it's a quick content change, a technical issue, or an emergency — our team is ready to help.
Emergency? Email with "EMERGENCY" in the subject line or WhatsApp us directly for immediate attention.
Submit a request
Support levels
Every request is handled according to its urgency. Here's how we prioritise.
Routine requests
Content changes, new pages, design tweaks, adding features. Handled in order, usually within 24–48 hours.
- Content updates and corrections
- Adding new pages or sections
- Design adjustments
- New features or integrations
Urgent issues
Broken functionality, forms not working, display problems, plugin conflicts. Prioritised ahead of routine work. Same-day response.
- Broken pages or features
- Contact forms not sending
- Layout or display problems
- Plugin or update conflicts
Emergencies
Site down, security breach, data loss, hosting failure. Immediate response. Emergency requests go straight to the top of the queue.
- Website completely down
- Security breach or hack
- Data loss or corruption
- Hosting or server failure
What we cover
Site Maintenance
Proactive, scheduled, fixed-price plans.
- WordPress and plugin updates
- Security monitoring and backups
- Performance checks and optimization
- Uptime monitoring
- Regular health reports
Ongoing Help
On-demand, hourly, as and when you need it.
- Content changes and additions
- New pages and features
- Bug fixes and troubleshooting
- Design adjustments
- Third-party integrations
Hosting support
Clients on Starfish hosting get direct support for server-related issues — not just a login and a help ticket.
- Server monitoring and uptime checks
- DNS and email configuration
- Migration support from another host
- Direct escalation to hosting provider when needed
- SSL certificate setup and renewal
Response times
Common questions about support
Send us a WhatsApp message or email describing what you need. Include screenshots or links if it helps. We'll confirm the request and let you know when to expect it done.
Maintenance plans cover WordPress updates, plugin updates, security monitoring, backups, and performance checks. Content changes, new pages, and design work are separate — handled as ongoing help at an hourly rate or quoted per task.
Yes. You can move between maintenance plans at any time. If you need more hands-on involvement, we can discuss a retained arrangement with dedicated hours each month.
For genuine emergencies — site down, security breach — WhatsApp us directly or email with "EMERGENCY" in the subject line. These are prioritised regardless of the time.
No. Any existing client can request help at any time. Maintenance plans give you proactive, scheduled care. But one-off help, fixes, and changes are always available on an hourly basis.