On-Going Support

We’re here to support you—not just with big projects, but with the everyday things that keep your business moving.

If you ever need help, have a question, or notice something isn’t working quite right, just email support@gravitystack.ca. That creates a ticket in our system so we can track, prioritize, and respond efficiently—usually within one business day. The ticket system is monitored by the whole team so it’s the best and fastest way to get support.

Urgent issues (website down / critical outage)
If your website is down, forms stop working, or something is clearly broken, put URGENT in your subject line (or ticket title) and include: the page URL, what you expected to happen, what happened instead, and any screenshots. That helps us triage quickly.

Of course, you can call (705) 792-7155 and speak to Jen directly.

This may include, for example:

• Small ad hoc requests like edits, updates, or content tweaks
• Reporting a bug or issue with your website or tools
• Asking for help or clarification on how something works

We aim to complete most tickets within one business day. If your request is larger or more complex, it may take longer—but we’ll let you know right away and provide an estimate if needed.

Some support is included in certain plans, while other requests are billed as ad-hoc hourly work. If you submit a request that is reasonably an ad-hoc task (typically under 2 hours), you authorise us to proceed on an hourly basis unless you explicitly ask us to confirm cost first.

Business hours and after-hours

Our regular business hours are Monday to Friday, 9:00 AM to 4:00 PM Eastern, excluding major holidays.

We do not guarantee after-hours, weekend, or holiday support. If we’re able to assist outside business hours, any such work will be handled on a best-effort basis and may be billed at our current hourly rate depending on the situation.