Support

Support Requests or Website Maintenance

Support tokens are available in increments of 15 minutes, 30 minutes, 1 hour or 2 hours for general support, website maintenance or additional phone/e-mail consultation. Please contact FastLine Media before purchasing a support token so we can let you know the appropriate length of time to choose for your request. Please read the FAQs below for more information on what is covered in our free support and what is not.

Purchase a support token for

Includes a single request for general support, website maintenance or phone/e-mail consultation.

Support FAQ

  1. Do you charge for changes to my website?

    Yes. Please contact us to find out if your changes can be handled in a basic support request or if a new project needs to be opened. We also offer long-term maintenance plans at a discount for clients that need ongoing change requests.

  2. What about small changes or basic questions?

    While we do charge for support requests, we are still very flexible when it comes to really small changes or basic questions for past clients. We take each request on a case-by-case basis, so contact us and we'll let you know if a support token is required or not.

  3. What happens if my website breaks?

    We are *almost* always willing to fix bugs or issues that result from something we did or overlooked when building your website. A support token must be purchased if a bug or issue is the result of 3rd party code implemented on your website (even if we implemented it to add a new feature) or caused by someone else such as you or another developer. This is because the issue was not created by us and will require additional development time to fix.

  4. I bought a domain name and hosting plan from you. Where is the 24/7 support?

    All of our website hosting plans and services are backed by 24/7 world-class phone and email support. If you have any issues or questions about your service, feel free to contact us by phone at (480) 624-2500 or email by filling out this form. Please note, 24/7 phone and email support is only available for hosting and domain services and is not included with FastLine Media's website and graphic design services.

  5. Do you charge for new project consultation?

    Absolutely not! We would love to hear about your next project and never charge for the initial consultation.

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When will you hear back from us?

You will hear back from us within a few hours if your message was sent in between the hours of 8:00am to 4:00pm PST, Monday through Thursday and 8:00am to 12:00pm on Fridays. If your message was received after business hours, we will contact you the following business day.

Please make sure to check your spam or junk folder if you do not hear from us within that timeframe. You may also want to add email address info@fastlinemedia.com to your safe sender list in whichever mail program you are using.

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