Contact and staffed hours
The current public support routes are hello@welcomefoundry.com and 1-833-293-6743. Authenticated portal requests will become the primary customer channel when the portal launches. Initial staffed hours are Monday–Friday, 9 a.m.–5 p.m. Eastern Time, excluding published company holidays. Scheduled or severity-one phone assistance may be offered; no plan includes unlimited or always-available phone support.
Initial response objectives
- Severity 1 — a platform-caused public-site outage or failure of all lead forms: as soon as practical during staffed hours, with automated monitoring outside staffed hours where available.
- Severity 2 — a major function is degraded but a fallback remains: one business day.
- Severity 3 — a routine content correction, domain question, or non-critical defect: two business days.
- Severity 4 — an enhancement or new integration request: triage and estimate within three business days.
What a response objective means
A response is acknowledgement and initial assessment, not guaranteed resolution. Vendor outages, DNS propagation, customer-controlled systems, missing access, unsupported changes, and events outside reasonable control may affect timing. The initial service does not include a contractual uptime guarantee or service credits.
Included monthly content request
- One consolidated related edit batch per billing month, capped at 20 staff minutes.
- Examples include changing a phone number or approved hours, replacing one supplied image, or correcting a short service description.
- Unused time does not roll over, combine, transfer, or create a cash credit.
- Larger work is estimated before it begins and requires approval as an add-on or bespoke scope.
- Fixing a defect in a supported shared component does not consume the content allowance.
Before contacting support
- Include the affected domain or page and a short description of what you expected and what happened.
- For content changes, provide final approved wording and confirm rights to any supplied assets.
- Do not email passwords, private keys, payment-card details, or regulated sensitive information.
- For a suspected security issue, describe the impact without testing beyond what is necessary to identify it.
Billing, cancellation, and export
The completed customer portal will show invoices, payment method, term dates, renewal status, online non-renewal or cancellation, and export instructions. A support call may be offered as optional help, but it will not be the only route to stop renewal or cancel where cancellation is available.