Support thatknowsyour name.

Within one business day for any ticket or email submitted Monday through Friday. Most replies happen the same day. If you submit on the weekend, we pick it up first thing Monday morning.

It depends on what’s in it and what hosting plan you’re on. Our Growth plan includes 1 hour of support per month. Our Prime plan includes 5. If your request fits inside that bucket, there’s no extra charge. If it goes beyond your included hours (or you don’t have a hosting plan), our hourly rate applies: $200/hr standard, $100/hr for hosting clients. We’ll always give you an estimate before starting any billable work, so you’re never surprised.

Time is billed in 30-minute increments. The clock starts when we open your ticket and pauses when we send a response back, whether the issue is resolved, complete, or we need more info from you. Support time is billed on the 1st and 15th of each month as its own invoice, separate from your hosting.

Ask away, as many as you want in the same thread. The clock just keeps running. If it’s a totally separate issue, a new ticket is helpful but not required. We’ll usually ask you to open a new one if the request is large.

No. It’s use it or lose it. Hours don’t carry month to month.

Submit a ticket and write “URGENT” in the subject line, then email support@artillerymedia.com or text us at (402) 413-5266. For real downtime events, our team is often on it before you notice (we monitor every site we host daily). If you can’t reach the site at all, that’s the fastest path to get a human on it.

Yes, and we encourage it for the small stuff. After your launch, we record custom training videos for your specific site that walk through how to update text, swap images, add a blog post, and make basic edits. The videos are yours forever. For anything you’d rather not touch (or anything technical), submit a ticket and Clara will handle it.

Anything related to the site we built and host: content updates, image swaps, plugin questions, form troubleshooting, broken links, Google Search Console questions, redirect requests, performance check-ups, and more. If you need something brand new (a new page, a new section, a redesign), we’ll scope it as a small project rather than a ticket. Ask either way and we’ll point you the right direction.

Email is fine: support@artillerymedia.com. The form is faster because it captures the link to your site, the file uploads, and the description in one place, which means we can act on it without a back-and-forth. Phone calls are best scheduled in advance so the right person is available. Email or submit a ticket first and we’ll set up a call from there if needed.