Website hiccup? Question about an update?
Get Support
As a Smack Happy client, you get a real person on the other end, clear next steps, and a process that doesn't leave you guessing.
Support Hours
We're online Monday through Thursday, 9:00 AM to 6:00 PM PT.
We're closed to the public on Fridays, though our team is typically checking in as early as 4:00 AM and responding up until 7:00 PM PT.
Simple replies to support requests aren't billable. Investigative work like research, troubleshooting, or meetings needed to resolve your request is billable, and we'll always give you an estimate before we start.
Support Coverage
Most website-related requests fall under our support umbrella. If your site goes down, we'll help investigate right away.
If we host your site, we have direct access to get in and fix what's wrong. If you're on outside hosting, we'll still dig in, but we may need someone on your team with access to that host or your DNS settings to move things along.
Not sure which setup you're on? Just ask, we'll tell you straight and loop in the right people if it's not us.
The Support Hierarchy
Send your request to support@smackhappy.com with the details of the issue, update, or question at hand. That email immediately opens a support ticket, so nothing falls through the cracks.
From there, your project manager or a dedicated specialist takes it from intake to done, with status updates along the way. Larger or more involved requests may call for a quick meeting instead of a back-and-forth thread.
Most requests get an initial reply within an hour or two.
How long the fix itself takes depends on the complexity: a straightforward text change might be done same day, a custom form edit runs two to three business days, and a landing page redesign is more like five to ten.
Rush Rates
Rush rates apply to all urgent and after-hours requests:
- Fast (needed in a day or two): standard hourly rate plus $45/hour, plus a flat $595 fee.
- Super-Fast (needed today): standard hourly rate plus $55/hour, plus a flat $795 fee.
- Ultra-Rush (needed immediately, including all weekend, evening, and holiday requests): standard hourly rate plus $65/hour, plus a flat $995 fee.
Exception: for simple Friday requests, like a quick content tweak, we may be able to handle it at your standard rate instead. We'll always tell you which category your request falls into before we start.
Rush fees are paid in advance and are non-negotiable and non-refundable, since we're pulling resources off planned project work to get to you faster.
Emergency and Rush Requests
We plan our weeks in advance so every client gets fair, dedicated attention, which means jumping a request to the front of the line takes a bit of horsepower. When something can't wait, here's how to reach us and what it costs.
For anything urgent during business hours, call our main line at (415) 814-5885 or email support@smackhappy.com. We're likely to respond faster to email.
For true after-hours emergencies, meaning after 6:00 PM PT Monday through Thursday, any time Friday through Sunday, or on a holiday, text our emergency line at (870) 944-1020 and submit a ticket to support@smackhappy.com. We guarantee a response within 8 hours, usually much sooner.
OUR APPROACH TO AI SUPPORT
We don't use AI to handle any level of your support requests. Every ticket that lands in our inbox is reviewed, triaged, and completed by an actual member of our team. No bots answering your questions, no auto-generated responses guessing at what you need.
