Support Desk
Something off? Let's fix it.
Longtime client or brand new, this is the fastest way to reach the team. One ticket, a real human on it, and a tracked fix you can follow.
Call sheet / Triage
How fast we pick it up based upon priorities
URGENT - right away
Site down or live event support
HIGH - Usually within 48 work hours
Fixes, campaign tweaks, page edits
NORMAL - Scheduled with a due date
New work and proposal requests
How a ticket moves
One ticket. One owner. Tracked to done.
01
You file it
Tell us what's wrong, where, and how urgent. Screenshots beat adjectives.
02
We triage it
Outages and event-day issues jump the line. Everything else goes to the teammate best suited to it, with a due date.
03
We close the loop
Every ticket is tracked in our project system. You hear from us as it moves and when it ships.
Rec / New ticket
Submit a ticket
Tell us what's happening, how urgent it is, and where it lives (a URL helps). A real person on our team reads every ticket.
Site down right now? Mark it urgent. That one jumps the line.
Form not loading? Open the support form in a new tab.
FAQ
Quick answers before you file
How is a support ticket assigned?
Tickets are triaged as they come in. Website outages and live event support get handled right away. Everything else goes to the teammate best suited to it, with a due date, usually within 48 hours over work days.
Every ticket is tracked in our project system, and you'll hear from us as it moves and once it's done. Want an update sooner? Message or chat with us anytime.
Why is my website down?
Most outages come from a server spike: a sudden rush of traffic, or configuration work happening at the server level.
If you host with us, we're probably already on it and you'll be back up shortly. File an urgent ticket anyway so it's on record.
If you don't host with us, take a look at WebMark hosting on hityourmark.ai. We're fanatics about uptime.
How do I get a proposal?
Use the ticket form and tell us a bit about the project and its goals. Sometimes that's enough for us to send a custom proposal. Other times we'll set up a quick phone or video call first.
During business hours you can also start in live chat (bottom-right corner). Prefer to talk it through? Book a call with a strategist.
Where should I start with marketing online?
We get this one a lot, and it's the most important question. Every business needs clarity first: your brand's purpose, your ideal clients, and your message. Once that's nailed down, we turn who you are into an online presence that resonates with your tribe.
How long does a website build take?
Usually 4 to 8 weeks from kickoff to launch. The biggest variable is content: photos, testimonials, videos and team bios. The more you have ready, the faster we move.
How long does a custom mobile app take?
Most projects take 3 to 6 months to build and test before launch. We recommend launching on one store first (Apple or Android) to get to market faster, then optimizing a version for the other.
Do I actually need digital marketing?
Every business needs marketing. Handshakes and print ads still work, but they're hard to measure. Digital is trackable end to end: who saw it, who clicked, who called, who bought.
That's why we believe every business that wants to be around for the long haul gets more value from digital.
How do I start a digital marketing plan?
Start with a concrete goal: "20 new clients by the end of the year." Then define who those clients are: their day, their interests, their problems. Create something that solves one of those problems and give it away free (a blog, a video, an infographic, a free consult call).
Then we help you put it on your site, share it on social, promote it with ads, and send it in your newsletter. Think of us as your marketing coach first. We can also be your quarterback, or the whole football team.
Not a ticket kind of thing?
Other ways to reach us
Live chat
Look for the chat bubble in the bottom-right corner during business hours. Don't see it? We're off the clock, so file a ticket above.
Talk to a strategist
Need judgment, not a fix? Book time with a senior strategist and we'll map out where to aim next.
Learn it yourself
Playbooks, prompt libraries and certification live in HYM Academy, along with the rest of our platform.
Aim high, aim straight, and always... hit your mark.