Support Policy

Support Channel

All support requests are submitted through your customer portal. This ensures nothing gets lost in texts, emails, or DMs, and that your full project history is available to whoever is handling your request.

For general inquiries, you can also email hello@minimorphstudios.net. Formal support requests should go through the portal to ensure proper tracking.

Business Hours

Support hours are Monday–Friday, 9 AM–5 PM Eastern. Requests submitted outside of these hours are reviewed the next business day.

Response Expectations

• Standard requests — We aim to acknowledge within one business day. This is a target, not a guarantee. Complex changes may take longer depending on scope.
• Content updates — We aim to complete included monthly updates within 3–5 business days of request submission and approval. A target, not a guarantee.
• Emergency issues — Site down or critical form failure are treated as high priority. We do not offer an uptime guarantee or a service credit.

What's Included in Support

All plans include:

• Change requests through Elena in your portal
• Bug reports and site issue resolution
• Hosting, SSL, and performance monitoring
• Monthly report review and questions

What Is Not Included

• Large-scope redesigns or additional pages beyond plan limits (requires upgrade or custom quote)
• Custom software development or third-party API integrations not covered by add-ons
• Ecommerce implementation (quoted separately)
• After-hours emergency response outside business hours

Escalation

If you have a concern that is not being resolved through normal support, email hello@minimorphstudios.net with the subject line "Escalation Request" and we will review it directly.