Home / Website Support
Website help, without a maintenance plan.
Something broken, out of date, or just bugging you? Buy support by the hour and tell us exactly what is going on — or book a call and talk it through first. No contract, no retainer.
Service ticket $45 / hour
Consultation $95 / 45 min
Response in 48–72 business hours
01 — Which one do you need?
Two ways in.
$45 / hour
Website Service Ticket
Best when you already know what needs fixing or updating. Describe the issue, attach screenshots or files, and we take it from there. One hour of labor on one website — add hours if you need them.
Submit a service ticket →$95 / 45 min
Paid Consultation
Best when you need to weigh options, troubleshoot live, plan a project, or get a straight answer before committing. A scheduled 45-minute call on Google Meet — advice and direction, not implementation.
Book a consultation02 — How it works
Four steps, no contract.
- 01
Tell us
Fill in the request form with the website, the problem, and anything that helps us see it.
- 02
Pay
Checkout through the same secure system as everything else on this site.
- 03
We reply
An initial response within 48–72 business hours, once payment clears and we have what we need.
- 04
Work happens
If it turns out to need more than the prepaid time, we tell you before doing it.
03 — Book a consultation
Grab 45 minutes.
Pick a time, tell us what you want to cover, and pay at checkout. You will get a confirmation with a Google Meet link. Reschedule or cancel free up to 24 hours before.
Know the fix already? Buy a $45 ticket instead
04 — The fine print, in plain English
Service terms.
Worth two minutes before you order. These apply to every service ticket.
What the $45 covers
- The $45 charge purchases one hour of labor for one website.
- The fee is a prepaid service charge. It does not guarantee that every issue can be diagnosed or completed within one hour.
- One hour is the minimum service charge. If a request takes less than the prepaid time, the unused portion is not refunded and is not banked for later use.
- Additional work beyond the prepaid time requires your approval and additional payment.
- Requests involving multiple websites must be ordered as a separate service ticket for each website.
- The fee covers STS Media labor only.
Costs that are not included
- Plugin licences, premium themes, extensions, software, stock assets, hosting charges, domain charges, third-party subscriptions, APIs, platform fees and other outside expenses are not included.
- No paid product or third-party service will be purchased without your approval.
- Any third-party cost must be paid by you before the item is purchased or installed.
Response times and scheduling
- Most standard requests receive an initial response within 48–72 business hours. This is the time in which we reply — it is not a completion deadline.
- That clock starts only after payment clears and all required information, files, approvals and secure access have been received.
- Weekends and public holidays are excluded from the 48–72 hour window.
- The estimate may not apply to emergencies, complex work, third-party delays, or requests outside the agreed scope.
- Expedited service, when purchased, provides a same-business-day initial response and is subject to the same conditions.
How support is delivered
- Standard support for clients without an active maintenance contract is provided by email and through the online website and order system.
- Telephone or video support is not included in the $45 service-ticket fee.
- If you need a scheduled conversation, please purchase a consultation instead.
- Submitting a ticket does not create a maintenance contract, retainer, service-level agreement, or any guarantee of continuing support.
Access, credentials and security
- Never send passwords, API keys or payment information through this form, order notes, or ordinary email. If we need credentials, we will send you a secure method for sharing them.
- You confirm that you own the website or are authorised to request changes to it.
- You are responsible for the accuracy and legality of the content, files, software and access you provide.
- Uploaded files must not contain malware, illegal material, confidential personal records, payment-card data, or credentials.
Backups and risk
- You are responsible for maintaining your own authorised backups unless STS Media has explicitly agreed in writing to create one.
- STS Media may require a verified backup before making changes.
- Compatibility with every theme, plugin, host, browser, device or third-party platform cannot be guaranteed.
Work we may decline or price separately
- STS Media may decline requests that are unlawful, unsafe, outside our expertise, incompatible with the existing website, or likely to damage the website.
- Hacked sites, malware cleanup, outages, data recovery, server administration, email-server problems and emergency restoration are not automatically covered and may require separate pricing.
- We may recommend a larger estimate, a separate project, a maintenance plan, a redesign, a migration, or a specialist when a request exceeds ordinary hourly support.
Refunds, review and warranty
- Work already performed is nonrefundable.
- Because one hour is the minimum service charge, unused prepaid time is not refunded or credited.
- Please review completed work and report any issue within 7 days of being notified that it is complete.
- Completion of a request does not include ongoing monitoring, updates, maintenance or warranty unless separately agreed in writing.
- Results involving search rankings, performance scores, third-party software, sales or conversions are not guaranteed.
Need something bigger?
Bigger job? Let's talk.
Hourly support is for the small stuff. If you are looking at a rebuild, a migration, or ongoing care, a proper project scope will serve you better.