Support
Support with clear response times.
Every client gets Standard support. Advanced support adds 24/7 help for emergencies.
- You own everything
- Hosted in Canada or the US
Response times
- Business hours
- Mon to Fri, 8 am to 4 pm ET
- Urgent fixes
- By the next business day
- Everyday changes
- Within 3 business days
- Emergencies Advanced
- We start within 1 hour, 24/7
In short
What support does Digilayers offer?
Every Digilayers client gets Standard support in business hours, Monday to Friday, 8 am to 4 pm ET: urgent fixes by the next business day and everyday changes within 3 business days. Advanced support adds 24/7 emergency help by email: we start within 1 hour, fix it within 4 hours, and include LayerWatch, which checks your site every day.
Compare
Standard and Advanced, side by side.
Advanced support includes everything in Standard.
| Every clientStandard | 24/7 by emailAdvanced | |
|---|---|---|
| Business hoursMonday to Friday, 8 am to 4 pm ET. | Included | Included |
| Urgent fixesA key page or feature is broken, but the site is up. | By the next business day | By the next business day |
| Everyday changesEdits, content and updates. | Within 3 business days | Within 3 business days |
| Emergencies, any timeBy email, 24/7. | Not included | Included |
| We start on an emergency | Not included | Within 1 hour |
| Emergency fixed | Not included | Within 4 hours |
| Updates while we fix it | Not included | Every hour, until fixed |
| LayerWatchYour site checked every day. | Not included | Included |
What counts as what
Emergency, urgent or everyday?
Three kinds of request, three response times.
-
Emergency
Your site is down or hacked, or forms or checkout stop working.
Advanced: we start within 1 hour, any time.
-
Urgent
A key page or feature is broken, but the site is up.
By the next business day.
-
Everyday
Edits, content and updates.
Within 3 business days.
Advanced support
How to report an emergency.
Three steps, any time of day. Then an update every hour until it is fixed.
Email the support address you received at onboarding.
Say what is broken, and on which page.
We confirm and start, within 1 hour, any time.
Not a client yet? Ask us with the form below.
LayerWatch · In Advanced support
Problems found before your customers find them.
LayerWatch checks your site every day. We see problems first, so we can fix them before customers notice.
Harbourline Academy
All clear
5 of 5 checks green
DailyNext check in 14 h
What LayerWatch checks
- Site upServer errors and downtime.
- Pages openBroken links and 404s.
- Forms deliverFailed sends, plus a daily test message.
- Updates installUpdates that fail to install.
- Jobs on timeScheduled tasks that fail or run late.
When something breaks.
On Advanced support.
- At onceA serious problem alerts us.
- 1 hourWe start the fix, any time.
- 4 hoursFixed.
- Every hourYou get an update until it is fixed.
Hosted where you need it.
Hosted in Canada or the US, based on what your business needs.
You own everything.
Domain, code, content and accounts.
What does support cost?
We don't publish prices. Ask, and you get a written, fixed quote in 5 business days.
What if my site goes down at night?
With Advanced support, email us any time, 24/7. We start within 1 hour, fix it within 4 hours and send an update every hour until it is fixed.
Which time zone are business hours in?
Eastern Time. Monday to Friday, 8 am to 4 pm.
Can you promise my site never goes down?
No site can promise that. What we commit to are the response times on this page.
Do I still own everything?
Yes. Domain, code, content and accounts.
Advanced support
Get 24/7 help for emergencies.
Tell us about your site. You get a written, fixed quote in 5 business days.
- We start within 1 hour, any time
- LayerWatch: checked every day
- You own everything
- 100+ brands
- You own everything
Got it.
Your written quote arrives within 5 business days. Watch for an email from Digilayers.
Want the whole plan? See Care & Growth.