Working Together
How Support Actually Works
What to expect when you reach out, and how fast.
There’s no ticket queue here, no automated chatbot, and no script. When you reach out, it goes to Paul Jr. or Paul Sr. directly.
How to reach us
- Something’s broken or urgent: call or text 603-558-3639. This is the fastest way to reach us.
- A question, a change request, or anything that isn’t on fire: email pauljr@carnevaledesign.com or use the request support form.
What happens after you reach out
- We confirm we got it. Usually within a business day, often sooner.
- We confirm scope. If it’s a quick fix, we just do it. If it’s bigger, we’ll tell you what’s involved and roughly how long it’ll take before touching anything.
- We do the work and follow up. You’ll hear from us when it’s done, in plain English, not a changelog full of jargon.
Response time by plan
If you’re on a care plan, your plan sets the expected turnaround (same/next-day up to 48 hours, depending on tier). If you’re not on a plan, we still aim for a business day, but plan clients get priority when things get busy.
What counts as support
Bug fixes, content updates, questions about how something works, billing questions, and general “is this normal?” check-ins all count. If you’re not sure whether something is support or a new project, just ask, we’d rather you ask than guess.
Frequently asked questions
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.
Didn't find what you needed?
Request support