Best for: Almost everything
Changes, questions, new ideas, invoices. It reaches all three of us, so nothing waits on one person being free.
Within 1 business daySupport
Something wrong? Tell a person.
No ticket system, no support portal, no bot asking you to rate this conversation. You email or phone the three people who built your site, and one of us answers.
Reply within 1 business dayReal people, not a queueQuotes before work, always
Is your site down right now?
Phone us on (289) 512-9296 rather than emailing. If nobody picks up, email contact@clearlybuilt.ca with DOWNin the subject line — that is the one thing we watch for outside business hours.
Three ways in
All of them reach the same three people.
Best for: Anything urgent
If your site is down or something is actively costing you business, call rather than email. If we can't pick up, leave a message and we'll ring back.
Same dayBest for: Not a client yet
New projects, quotes, and anything where you'd rather not dig out an email address. Goes to the same inbox.
Within 1 business dayCare plans
What’s covered, and what gets quoted.
The honest split. Anything in the right-hand column is quoted as a fixed price in writing before we touch it — never invoiced afterwards.
Covered by your plan
- Something is broken — a page, a form, a link, a layout
- Text and image edits (Essentials and up)
- Monthly content changes (Standard and up)
- Hosting, domain renewal, SSL and backups
- Security updates and uptime monitoring
- Ongoing improvements and a quarterly review (Growth)
Quoted first, then built
- New pages, or a new section of the site
- New functionality — booking, payments, a store
- A redesign, or a significant change of direction
- Copywriting or photography we'd need to commission
Not sure which column something falls in? Ask. We’ll tell you straight, and small things usually just get done.
Getting a fast answer
Four things that save a day of back-and-forth.
You don’t have to do any of this — “the booking thing is broken” is a perfectly good message and we’ll work it out. But if you have these to hand, we can usually fix it on the first reply instead of the third.
- The page it happens on — paste the link if you can
- What you expected, and what happened instead
- Phone or computer, and which browser
- A screenshot, if it's something you can see
Common questions
The ones people actually ask.
My site is down. What do I do right now?
Call (289) 512-9296 — don't wait on email. If you can't reach anyone, send an email with DOWN in the subject line; it's the one thing we watch for outside business hours. Before you call, it's worth loading the site on mobile data with wi-fi off: if it works there, the problem is likely your network or a cached page rather than the site itself, and that's useful for us to know either way.
How fast will someone actually reply?
Within one business day for email, same day for a phone call. Most replies are much quicker than that — there are three of us and we're not running a ticket queue. Those are the numbers we're willing to commit to rather than the ones that sound best.
Do I need a care plan to get support?
No. For the first 7 days after launch we fix small things free of charge whether or not you're on a plan, and you can always email us with a question. A care plan is what covers ongoing hosting, updates, monitoring and changes after that window closes. Without one, changes are quoted as fixed-price jobs before we do them.
How much does a change cost?
If it's covered by your plan, nothing extra. If it isn't, we quote it as a fixed price in writing before we start, so you decide with the number in front of you. We don't bill by the hour and we've never sent an invoice for work somebody didn't agree to first.
Can I make edits myself?
Usually yes, and we're happy to show you how for the things you'll want to change often. Ask and we'll walk you through it on a call — it's generally a better outcome than you waiting on us for a price change or a new photo.
I want to leave. How hard do you make it?
We don't. Care plans cancel with 30 days' notice, no fee and no minimum term. You own your domain, content and site, and a full handoff — source code, accounts, hosting and a training session — is available for a one-time fee. We'd rather you left cleanly and came back later than felt stuck.
Something looks wrong but only on my screen.
Nine times in ten that's a cached old version. Hard-refresh the page (Ctrl+Shift+R on Windows, Cmd+Shift+R on Mac) and check again on your phone. If it's still wrong in both places, send us a screenshot — that's a real bug and we want to know.
Not a client yet, but something's broken?
We'll still take a look. Tell us what's happening and we'll tell you what's wrong — whether or not we built it, and whether or not it turns into work for us.
Start the conversation →