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TradeSiteGenie - Support Expectations

What to Expect From Our Support Team

When you subscribe to our Genie Maintenance plan, you're not just getting technical help β€” you're getting a long-term partner. Here's exactly what you can expect from us

Fast, Friendly, and Dependable Support

Whether it's a small edit or a major fix, we're here when you need us. No ghosting. No chasing. Just reliable, hands-on help.

Semi-Annual Review & Support Hours

Use your included hours however you want β€” for updates, tweaks, or general questions. Every six months, your customer success manager will meet with you for a 30-minute website and business review. Need more help? We'll let you know before anything goes over.

Monthly Maintenance

We handle the behind-the-scenes work so you don’t have to:

  • Plugin & Theme Updates
  • Minor SEO Optimizations
  • Security Monitoring & Backups
  • Uptime Checks & Site Speed Reviews

Transparent Reporting

We’ll send you regular reports on:

  • Traffic and page performance
  • Tasks completed with your support hours
  • Suggestions to improve your site’s lead generation

Support Response Time

  • Standard Response: Within 1 business day
  • Priority Issues (site down, major bug): Within 4 hours during business hours
  • After-Hours Support: Available for Premium tier customers

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