Support
Technical support that fixes it, and tells you when it is a change instead
- Published
- Published
- Last reviewed
- Reviewed
The short answer
Technical support covers anything that is not working as built on a Redenn site or application: a form that stopped sending, a domain or email record problem, an error after a third-party change, a login that fails. Email support is included with every hosting plan, Pro Managed adds priority support, and anything that is new work rather than a fix is quoted as a website change before we start.
What changes
- One address to write to, whatever the problem
- A fix, or a clear explanation and a price if it is new work
- Third-party problems diagnosed even when the fix sits with the vendor
- No invoice for something that was our fault
What is included
- Email support included with every hosting tier
- Priority handling on Redenn Pro Managed
- Diagnosis of site, domain, DNS, email record and integration problems
- Fixes for anything not working as built
- Guidance when the cause is a third-party service
- Written summary of what was found and done
How it works
- 01
Write to us
One email with what you saw, where, and when it started. Screenshots help.
- 02
Triage
We classify it: a fix under the plan, a third-party issue, or a change to quote.
- 03
Resolve
Fixes are made, on staging first where needed; third-party issues get a plain explanation and next steps.
- 04
Confirm
You receive a summary of what was found and done.
Price
Email support included with every hosting plan; priority support on Pro Managed
Usage (AI, call minutes, SMS, email) is billed by each provider directly to your own account; none is included in our prices. Ask about a trial period to see your real usage first.
Prices are in Canadian dollars and exclude taxes. Any tax that applies is shown separately on your invoice.
Full price listWho this is for
Every business on Redenn hosting. Support is included in the hosting plan, not sold separately. It matters most for businesses that run applications, integrations or busy sites, where a small problem has a cost per hour.
For sites Redenn did not build, support starts with an audit so we know what we are supporting; ongoing support then follows the hosting tier once the site is on Redenn hosting.
Fix or change?
The line matters because it decides whether there is an invoice. Here is how we draw it.
| Situation | Classification | Cost |
|---|---|---|
| Form stopped sending after a platform update | Fix | Covered by hosting |
| Site down or showing an error | Fix | Covered by hosting |
| Email not arriving because DNS records changed | Fix, or third-party guidance | Covered; provider changes explained |
| Booking app changed its API and the embed broke | Fix if reconnectable; quote if rebuild needed | Covered, or quoted first |
| Add a new section to the home page | Change | Website change, quoted first |
| Connect a new CRM | Change | CRM integration from CA$99 |
| Staff laptop or office Wi-Fi problems | Out of scope | Not covered |
What it costs
Nothing beyond hosting. Email support is included on Lite, Business and Dynamic; Pro Managed at CA$99 per month adds priority handling and a staging environment for safer fixes. Changes are billed from the website changes price list, always confirmed before work starts.
Prices are in Canadian dollars and exclude taxes. Any tax that applies is shown separately on your invoice.
Usage (AI, call minutes, SMS, email) is billed by each provider directly to your own account; none is included in our prices. Ask about a trial period to see your real usage first.
Limitations and honest notes
Third-party outages, such as an email provider or a payment processor, are diagnosed but not fixable by Redenn. We tell you what is happening and what to do.
Support covers the site and application, not your office computers, phones or accounts with other vendors.
Priority support means your request goes first; it is not a guarantee of a fix within a set time, because some problems depend on vendors and on information from you.
Questions
How do I contact support?
By email to the support address in your handover documents. One message with what you saw and when is enough to start.
What is covered?
Anything not working as built: the site, forms, domain and DNS, integrations Redenn set up, and application errors. New work is a change and is quoted first.
Do you support sites you did not build?
After an audit and a move to Redenn hosting, yes. The audit tells us how the site was built so support is honest about what can be fixed.
What does priority support mean?
On Pro Managed, your request is handled ahead of standard requests and fixes go through staging. It is not a fixed response-time guarantee.
Related
Services
- Website HostingGlobal CDN, automatic SSL and monitoring, in tiers from static brochure sites to managed applications.
- Website MaintenanceMonthly updates, backups, monitoring and fixes, included with Business hosting and above; larger work quoted.
- Website ChangesEach change priced before work starts and approved on a staging link.
- Domain RegistrationRegistered in your name through Cloudflare Registrar at the live price, with DNS, renewals and email records managed.
- Website BackupsCode under version control, content backed up on Business hosting and above, database backups on application tiers.
Industries
Support it. With technical support.
Tell us about your business and what you want more of. A written, fixed-price proposal follows within two business days.