Is support really free? What's the catch?

What’s actually included

Support is included in your Platform & Hosting subscription: no extra invoice, no hourly clock starting the moment you send an email. If something needs fixing, a small edit needs making, or you have a question about how something works, you send the request and it gets handled as part of what you’re already paying for.

What it costs: nothing beyond your subscription

There’s no separate line item for support because there isn’t supposed to be one. Your monthly fee pays for the platform itself (hosting, security, backups, updates, lead delivery), and the Site Health Report you get every month proves that platform is actually doing its job. Support requests on top of that don’t add anything to your bill. The idea is that support should be a reason to trust the relationship, not something you have to track and audit to make sure you’re not being overcharged.

Who does the work

Requests go to a real, US-based team out of Chicagoland, the same people who built your site in the first place. There’s no offshore handoff and no ticket disappearing into a queue you never hear back from. Most updates are completed within one business day, Monday through Friday. You can submit a request through your customer portal, use the support request form, or just send an email, whichever is easiest.

What isn’t included: active project work

Support covers changes and fixes to what already exists. It doesn’t cover building something new. Add-on projects, Content Booster content, and Google Ads management are all quoted as a flat price before the work starts, so you always know the number going in. What you’ll never see is an hourly rate applied to small requests, the kind of “$150/hr for every little change” surprise that makes people afraid to ask for help. That’s the actual boundary: existing site upkeep is covered, new work is quoted.