Office Hours:

  • 9:00 am – 5:00 pm Eastern time (-5 GMT) Monday – Thursday
  • 9:00 am – 12:00 pm Eastern time (-5 GMT) Fridays
  • Closed on Saturday & Sunday

Phone and call-back policy:

Unless we have a scheduled appointment, you are free to leave me a message with specific details about your problem. Please know that I have gotten your message and will get back to you as time permits. Redwood Package members receive phone replies; all others will receive email replies. (Redwood Package requires a monthly retainer and any of the Webmaster Packages, e.g.; Dogwood, Elm, or Oak Package)

Delivery of requested work:

All requested work will require a minimum 3 business days turnaround time (with the exception of Redwood Package clients). Please send all requests for work by email — even if you’ve left a phone message. To help facilitate a 3-day turnaround, please provide as much detail about the work or problem you are experiencing. Without your specific explanation, it will take more time for me to figure out the problem. Please refrain from making general statements such as “my shopping cart isn’t working correctly”. Provide details to include what specifically is wrong such as “when I initiate a purchase, it doesn’t go to paypal”. I will respond by email on the status of your work progress or if I need more information. Phone calls will only be made with Redwood Package members.

What I do and don’t support

I support the following website issues:

  • databases associated with the website
  • hosting account issues
  • design/redesign of the site
  • plugin installation/removal/setup
  • backing up and maintaining your site
  • installation and setup of recommended software on your hosting account
  • website issues that do not include graphics or text

All other activities not listed above are best handled by your admin support for the site (such as your VA).

Unfortunately I don’t support the following issues because there are tech support and experts available for and much better at resolving your problems:

  • computer hardware or hard drive issues
  • computer software issues
  • autoresponder issues (except during initial build of website)
  • anything that does not pertain to your website