Support
Get help, or find it yourself.
A knowledge base organized by topic: how things work, what to expect, and answers to the questions we hear most. If you'd rather just ask a person, we're right here.
Start here
Search everything.
Search across every FAQ, or jump straight to a topic below.
Nothing matches that search. Try a different word, or just ask us directly.
Usually within a business day, often much sooner. If something's actually broken or urgent, call or text us directly instead of emailing, we'll get to it faster.
We're a small father-son team, not a call center, so our normal hours are weekdays. That said, if your site goes down or something's genuinely urgent, text us. We'll do what we can.
Reach out right away, call, text, or the request support form. Tell us what you're seeing and when it started. If you're on a care plan, this is exactly what it's there for.
Depends on the work. New sites and redesigns are typically a project rate, quoted upfront. Care plans and SEO retainers bill monthly. Nothing is billed without a quote or plan you've already agreed to.
Just let us know. There's no long-term contract locking you in. We'll wrap up anything in progress, hand off access cleanly, and cancel future billing, no exit interview required.
You do. Your domain is registered in your name (or your business's), and we'll always tell you where. We manage the technical side day-to-day, but nothing is ever locked behind an account you can't access.
Yes, anytime. Since your domain and hosting are already in your name, we can hand off cleanly whenever you want. We'd rather earn your business every month than trap you into staying.
It varies by project and is always spelled out in your quote before work starts. In general: reasonable rounds of feedback on a design in progress are included; new scope added after something's approved is not — see the revision process above for exactly how that line gets drawn.
Sometimes, up front. But a stack of 3-4 subscriptions adds up fast too, and none of them are built around your specific operation. We'll give you a straight answer on whether custom makes sense for your situation, including telling you when it doesn't.
You call us. Not a ticket queue, not an offshore support line for a tool you don't fully understand, but the people who built it.
Yes. It's not a license you're renting, it's yours.
Often, yes. That's usually the actual goal. Tell us what you're currently juggling and we'll tell you honestly what can reasonably be consolidated.
Yes. Most of our sites are fast, static builds that we keep updated for you, but if you'd rather manage things yourself, we build custom admin panels on Filament PHP so you can log in and edit exactly what you need: hours, bookings, member records, whatever applies to your operation.
Updates, security monitoring, and a set amount of content changes each month. Exact scope depends on your plan. We'll walk through what fits your situation on a call.
That's fine too. Not every site needs a full care plan. We'll tell you honestly whether ongoing care makes sense for you or whether occasional as-needed help is the better fit.
Yes. This is one of the most common things that goes unnoticed on small business sites until it becomes a real problem. Regular monitoring catches it early.
Absolutely. Care plans aren't about taking control away from you. It's there for the things you'd rather not have to think about.
Additional work beyond your plan is billed at our standard rate. We'll always confirm before doing anything that goes beyond your monthly plan, so there are no surprise charges.
Most new sites take 4–8 weeks depending on scope, starting from our first conversation. Custom software systems take longer. See Custom Systems.
By default, we build fast, static sites and handle updates like hours, photos, and seasonal changes for you as part of an ongoing care plan, so you're never stuck learning a CMS just to change your hours. If you'd rather make changes yourself, we can connect a content management system or build a custom admin panel (we use Filament PHP for this) so you can log in and edit exactly what you need, no code required. Just tell us what you'd prefer and we'll build around it.
No, we serve the wider region: Sunapee, New London, Newport, Newbury, Springfield, and the surrounding towns.
Totally normal. If your current site is more than 3–5 years old or doesn't reflect your business anymore, a redesign might get you there faster and cheaper than starting over. We are happy to talk through which makes sense on a free call.
Not if it's done correctly. We map every existing URL to its new equivalent and set up permanent redirects before anything goes live. This is standard on every redesign we do, not an upsell.
Yes, and usually should. A redesign is about structure and presentation, not throwing away years of content that's already earning trust with search engines and customers.
A new build starts from zero. A redesign starts from what you've already got and sharpens it, generally faster and less expensive when there's an existing site worth building on.
Most often WordPress sites that have accumulated years of plugins and patches, but we work with whatever you're currently on.
Typically a few months for meaningful movement. It's not instant, and anyone promising overnight results isn't being straight with you. We'll set realistic expectations up front based on your specific market and competition.
Not necessarily. A lot of local SEO is technical setup, Google Business Profile work, and consistency fixes that can happen on an existing site. We'll tell you honestly if your current site is holding you back.
Your website is what search engines and customers read to understand your business; your Google Business Profile is what shows up directly in Maps and local search results. Both matter, and they reinforce each other, so we handle both.
Local SEO works best as an ongoing effort, similar to Ongoing Care. Search rankings aren't "set and forget," and neither is staying ahead of competitors who are also trying to show up. That's why we price it the same way: a one-time setup, then a flat monthly retainer. No hourly billing to track, no surprises.
Yes, we offer special rates for local 501(c)(3)s and community associations. Reach out and we'll talk through what fits your budget.
Yes, including connecting donation flow to the rest of your site rather than redirecting visitors to a separate, disconnected page.
That's the goal. We build with volunteer turnover in mind. Content and event updates should be manageable by whoever's running things this year, not just the person who launched the site.
Our focus is the Lake Sunapee region and surrounding NH towns, but reach out and we can talk through whether it's a fit.
Knowledge base
Browse by topic.
Every FAQ, protocol, and example, organized the way you'd actually go looking for it.
Working With Us
Working Together
How support, communication, and response times work day to day.
4 articles →Billing & Payment
Invoicing cadence, accepted methods, and what happens if a payment is missed.
3 articles →Hosting & Domains
Who owns what, and how domain and hosting access actually works.
3 articles →Revisions
How many rounds are included, and what counts as new scope.
2 articles →Services
Custom systems
Everything related to custom systems.
5 articles →Ongoing care & updates
Everything related to ongoing care & updates.
5 articles →New website design & build
Everything related to new website design & build.
4 articles →Website redesigns
Everything related to website redesigns.
4 articles →Local SEO
Everything related to local seo.
4 articles →Nonprofits & community
Everything related to nonprofits & community.
4 articles →Examples & Reports
Still stuck?
Just ask us directly.
No ticket queue, no chatbot. A real person will get back to you, usually within a business day.
Request support