Support When You Need It

Personal support for your website, hosting, email, software, and technology.

Frequently Asked Questions

Helpful Answers About Our Hosting, Website, and Technology Support Services

If you need help, contact Lightning Heart Studios with a description of the issue you’re experiencing. Include as much detail as possible, including any error messages or screenshots that may help us identify the problem. We’ll review your request and get back to you as soon as possible.

Support requests are handled during regular business hours, Monday through Friday from 8:00 AM to 5:00 PM Eastern Time. Response times vary based on the urgency and complexity of the request, but we make every effort to respond as quickly as possible. If your website is down, after-hours, weekend, and holiday assistance may be available at emergency support rates. Clients with a recurring support agreement receive service according to the terms and response times included in their plan.

Lightning Heart Studios provides support for WordPress, Wix, Squarespace, GoDaddy, and other popular website platforms. Support can include content updates, troubleshooting, maintenance, configuration, and general website assistance.

Yes. Lightning Heart Studios can support, maintain, troubleshoot, and update existing websites, even if we didn’t originally build them. We’ll review your current site and determine the best way to provide the support you need.

Yes. We can help you choose, register, transfer, and manage your domain. The domain remains in your name, so you retain full ownership, while Lightning Heart Studios is authorized to manage renewals, DNS settings, and other technical details on your behalf.

Yes. We can migrate your website to our hosting service and handle the technical details needed for a smooth transition. This may include transferring your website files and database, updating domain settings, and testing the site after the move. We’ll coordinate the migration carefully to minimize downtime.

Yes. We can troubleshoot and resolve many domain, DNS, and email issues, including connection problems, DNS records, domain verification, email authentication, and forwarding. We may need access to your domain, hosting, or email accounts to diagnose the issue and make the necessary changes.

We don’t host email directly, but we can set up and manage professional email for your domain through a trusted provider such as Google Workspace. This includes configuring the necessary domain and DNS settings so your email works properly and reliably.

Your hosting plan includes support for issues related to the hosting service. Website updates, content changes, advanced troubleshooting, and support for third-party services are billed separately unless they are included in a recurring support agreement. We’ll let you know before beginning any work that may involve an additional charge.

Yes. Our hosting plans include routine website backups, and ongoing maintenance is available through a recurring support agreement. Maintenance may include software updates, security monitoring, performance checks, and other preventive care to help keep your website secure and running smoothly.

Contact us as soon as possible with your website address, when you first noticed the problem, and any error messages or screenshots. Website outages receive priority during regular business hours. After-hours, weekend, and holiday assistance may be available at emergency support rates unless your recurring support agreement includes this service.

The access needed will depend on the work being performed. We may request authorized access to your website, hosting account, domain settings, email provider, or other related services. We’ll explain what is needed and use that access only to complete the requested work.

How Support Works

Straightforward Help From Your First Request to the Final Resolution

Step 1: Tell us what’s happening

Tell Us What’s Happening

Send us the details of your question or issue, including your website address, error messages, and screenshots when available.

Step 2: We review the request

We Review the Request

We’ll evaluate the issue, determine what access may be needed, and explain the recommended next steps and any associated costs.

Step 3: We get to work

We Get to Work

Once you approve the work and provide the necessary access, we’ll address the issue and keep you informed of our progress.

Need More Help?

Can’t find the answer you’re looking for? Contact Lightning Heart Studios and tell us how we can help.

Whether you have a question, need help with your website, or are experiencing an issue with your hosting, domain, or email, start by telling us what’s happening. We’ll review the details, identify the next steps, and help you find a practical solution.