Support
Something broken, something confusing, or something you need changed. Tell us what is happening and we pick it up — you are not filing into a queue nobody reads.
Same day
Response target when a live site or application is down
1 day
Response target for everything else, including questions
60 days
Post-launch support included with every build, at no cost
No tiers
Your request reaches the people who built the thing you are asking about
How can we help?
Use this form to contact our agency.
What happens when you send it
No ticket numbers, no first-line script, no being asked to restart your browser. Four steps, and a human reads step one.
Step 01
You describe the problem
What you were doing, what you expected, and what happened instead. A screenshot or a link to the page saves us an entire round trip.
Step 02
We reproduce it
Before touching anything we confirm the behaviour ourselves, so the fix addresses the actual cause rather than the symptom you happened to notice.
Step 03
We tell you what it is
A plain description of the cause, whether it falls under your plan, and what it would cost if it does not. You decide before anything is billed.
Step 04
We fix it and confirm
The change ships and we tell you when it is live, rather than leaving you to check. Anything structural gets written down for the next person.
What are you writing in about?
All three reach the same inbox. Naming it just helps us open the right thing first.
Something is broken
Bugs, outages and errors
A page will not load, a form stopped sending, an integration is failing. Include the URL and roughly when it started and we can usually find it fast.
Report a problemAccount and billing
Invoices, plans and access
Questions about an invoice, changing a hosting plan, adding or removing team members, or transferring ownership of a project to someone else.
Ask about your accountChanges and new work
Edits, additions and improvements
Content edits, new pages, new features. Small changes are often already covered by your plan; anything larger gets a quick estimate before we start.
Request a changeA support request is not an interruption of the work — it is the work. The people who built your site are the ones who answer it, which is exactly why we keep the client list small enough to do that properly.
Iain Feeney
Founder, Stacklumen
What support covers
If you are on a hosting or maintenance plan, most of this is already included. If you are not sure, ask — we would rather tell you it is free than let it sit broken.
Uptime and outages
If something we host goes down, that is ours to fix. There is never a charge to have an outage looked at, whatever turns out to have caused it.
Security and updates
Dependency updates, platform changes and security patches are applied as part of hosting rather than billed to you as separate pieces of work.
Content and small edits
Copy changes, image swaps and small layout fixes on hosted sites. Send them in plain language — you do not need to write a formal ticket.
Integrations and forms
Form delivery, analytics, payment and CRM connections. These tend to break quietly, so tell us the moment something looks off rather than waiting.
Performance and SEO health
Slow pages, failing Core Web Vitals and broken metadata are investigated as part of ongoing maintenance, not treated as a separate engagement.
Access and handover
Lost a password, adding a teammate, moving a domain. We would rather help you into your own accounts than sit in the middle of them.
Common support questions
The things people ask before they write in. If yours is not here, ask it in the form above.
How do I report an urgent outage?
Email support@stacklumen.com with “urgent” in the subject line, or use the form above. If a site we host is fully down, we aim to respond the same day.
Is support included or billed separately?
Every build includes 60 days of post-launch support. After that, hosted clients get maintenance and small edits as part of the plan; larger work is quoted first.
What counts as a small edit?
Text changes, image swaps, or adding a page from a template you already have. If it takes us under roughly half an hour, it is generally covered without a quote.
Do you support sites you did not build?
Sometimes. We start with a paid audit so we understand the codebase before agreeing to maintain it, and we will say no if it cannot be supported responsibly.
Where do I find my invoices?
In the client portal at stacklumen.com/app. If you cannot get in, email support and we will send them across directly while we sort the access out.
Can I speak to someone directly?
Yes. Call 901-390-6259 during business hours, or ask in your reply and we will arrange a call. Complicated issues are usually faster to explain out loud.
Still stuck?
Send it over even if you cannot describe it properly. A vague report is far better than a silent one.