All Roads Lead to an Expert
We don’t force you to call a 1-800 number or log into a clunky portal when you need help. Reach out however is most convenient for you. Every channel routes directly into our central project system, where your dedicated team is ready to act.
Fire off a quick email. It instantly creates a tracked request with our core team.
PHONE
Call us during business hours and speak directly to someone who can actually fix the issue.
TEXT MESSAGE
On the go? Text our support line for rapid communication and quick status updates.
LIVE CHAT
Ping us directly from your website dashboard for immediate, real-time assistance.
SLACK CONNECT
Drop a message in our shared Slack channel for seamless, asynchronous collaboration with your team.
SUBMIT A TICKET
Log in to your client portal to submit detailed requests, share secure files, and view your history.
One Team. Every Layer of Your Website
Because we manage your infrastructure, your maintenance, and your code, we never have to point fingers. Our support covers the entire anatomy of your website.
DNS & CDN
“Why isn’t my domain pointing correctly?”
We handle the deep technical routing and edge caching before visitors even hit the server.
Server Infrastructure
“Why is my site loading slowly today?”
We manage database optimization, SSL renewals, and raw computing power.
WordPress Core (CMS)
“Why am I getting a critical error?”
We troubleshoot system-level issues and manage core CMS versioning safely.
Themes & Custom Code
“The mobile menu stopped opening.”
We dive into the actual code to fix layout shifts, CSS bugs, and custom PHP.
Plugins & Integrations
“This update broke my checkout.”
We untangle plugin conflicts, patch vulnerabilities, and ensure your tools work together.
Content & Analytics
“How do I format this team member’s bio?”
We provide formatting help, analytics tracking, and day-to-day WordPress answers.
Security & Monitoring
“Is my site safe from that new hack?”
We deploy AI malware scanning, active firewalls, and 24/7 uptime monitoring.
OUR SECRET WEAPON
The “Context” Advantage
The highest hidden cost of coordinating between your web host, the plugin developer, and a freelancer or agency is the time you spend acting as the translator between them.
Because Reaction manages your infrastructure, proactive maintenance, ongoing updates, and your support, we have total contextual awareness. We know what plugins were updated yesterday. We know how your custom theme is coded. We know what marketing campaigns you are running next week.
We don’t just solve the ticket.
We solve the problem in the context of your overall business goals. That’s the difference between a help desk and a technical partner.
UNDER THE HOOD
Straight Answers About Our Support
What are your support hours?
Our core team is available Monday through Friday during standard North American business hours. However, our infrastructure and security monitoring is 24/7/365. If a server goes down at 2 AM on a Sunday, our automated systems wake our engineers up so you don’t have to.
How fast do you respond to requests?
For standard support requests, we guarantee a response within one business day (though it’s usually much faster). For critical emergencies (like a site outage), our response time is immediate.
What is the difference between “Support” and “Ongoing Development”?
“Support” covers keeping your existing site running perfectly—fixing bugs, answering CMS questions, restoring backups, and troubleshooting conflicts. “Ongoing Development” covers building new things—designing new landing pages, building custom features, or completely redesigning your header. We handle both, but new development is typically scoped separately or covered under a dedicated retainer block.
Who exactly am I talking to when I reach out?
You are communicating directly with our in-house team of senior developers, strategists, and project managers. We do not outsource our support to offshore call centers or use AI chatbots to deflect your questions.
COMPLETE WORDPRESS STRATEGY
More Than Just Support
Our specialized WordPress solutions help you stay optimized, secure, and ahead of the curve.
Ready to Stop Playing Technical Translator?
Hand your website over to a dedicated team that understands your business and your website, and takes responsibility for your success.
