Something on your site broke? Let’s get it fixed properly.
Support isn’t an afterthought here — every client who launches a site gets a direct way to reach a real person when something needs fixing, not a ticket that disappears into a queue.
How to reach support
Pick whichever channel fits the urgency of what’s happening — all three land with the same person.
Support Ticket Portal
Submit a ticket through support.dsfreelance.ca with a description of the issue and, if possible, a screenshot. Tickets are triaged in the order they’re received.
Send details to ds@dsfreelance.ca for anything that isn’t urgent — a small content change, a question about your hosting, or a feature request for a future update.
Phone
Call +1 (587) 907-0192 for anything time-sensitive, like a site that’s completely down or a form that’s suddenly stopped delivering messages.
What happens after you reach out
A predictable process so you’re never left wondering whether your message was received.
Acknowledgement
You’ll get a reply confirming the issue was received and roughly when to expect a fix, even if the fix itself takes longer.
Diagnosis
The issue is reproduced and the actual cause is identified — a plugin conflict, a hosting hiccup, or a content mistake — before anything is changed.
Resolution
Once resolved, you get a short explanation of what happened and what was done, so the same issue is easier to recognize if it ever comes back.
What support covers
A clear line between what’s included and what’s a separate, billable request.
Bug fixes
Anything that’s broken and wasn’t working as originally delivered — a form that stopped submitting, a page that stopped loading, a layout that’s shifted unexpectedly.
Hosting & security issues
If your site goes down, gets flagged for malware, or shows a certificate warning, this is handled as a priority support case.
Small content edits
Text corrections, swapping a photo, or updating your business hours are typically handled quickly and don’t require a full quote.
New features & redesigns
Adding a new page, an online store, or a major visual overhaul falls outside standard support and is scoped separately with its own proposal.
Support questions
What most clients ask before submitting their first ticket.
How fast will my issue actually get fixed?
Most bugs and hosting issues are acknowledged within hours and resolved within one to two business days, with urgent “site is down” cases prioritized first.
Is support included after my site launches?
Yes, a support period is built into every project. What’s included and for how long is confirmed in your original proposal.
What if my request is outside of support?
You’ll get a clear, upfront estimate before any billable work begins — nothing is charged without your approval first.
Do I need technical knowledge to submit a ticket?
Not at all. Describe the problem in plain language and, if you can, attach a screenshot — that’s usually enough to get started.
Can I get support for a site you didn’t originally build?
In many cases, yes. Get in touch with details about the current site and hosting setup, and whether support is possible will be confirmed before any work starts.
Something needs fixing right now?
Open a support ticket and get a response the same business day.
Open a Support Ticket