Request a Change.
Three questions, in this order: can you just do it yourself, is it included in your care plan, and how do you send it so it gets done today instead of next week.
All three answered below. The first one is free and it covers more than most clients expect.
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First: can you just do it yourself?
Your site ships with a pattern library, which means most of what people email us about takes ninety seconds in the editor. Free, forever, no invoice, no waiting on us.
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Edit any text on any page 90 seconds
Click into it and type. Prices, paragraphs, headlines, service descriptions, hours. It saves like a document.
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Swap a photo 90 seconds
Click the image, choose Replace, upload the new one. Use a landscape photo of roughly similar shape and the layout holds.
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Change your phone, address or hours 2 minutes
Edit it once in the site settings and it updates everywhere it appears. Then change it on your Google Business Profile too. The two need to match exactly or your local ranking suffers.
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Add a whole new page 15 minutes
The one people do not realize they can do. Duplicate an existing page or start from your pattern library, drop in the sections you want, write the content, publish.
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Add a post, a project, a staff member, a tour date 5 minutes
Whatever content types your build has. Same editor, same patterns, same result.
What not to touch
Leave the Plugins and Appearance menus alone, and never paste code you were given by someone else into the site, not into a widget, not into the header, not into a page. Those four things are how a working site breaks.
If you are unsure whether something is safe, ask before you click. It costs nothing to ask and it costs real money to restore a backup.
Forgotten how to do something?
Ask and we will send you a two-minute screen recording rather than a manual. Those are free, they are yours to keep, and we would rather you could do it than keep asking us.
Second: is it included?
Three categories. Most requests land in the first two.
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Anything genuinely broken
Never billed
A form that stopped sending. A page throwing an error. Broken layout after an update. A plugin conflict. Anything that used to work and does not now. Never billed, never counted against your allowance, and never waits in a queue. That is what the monthly is for.
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Small changes we make for you
Counts against your allowance
A price update, a paragraph rewrite, a photo swap, a new staff bio, a form field, a seasonal banner, a small SEO tweak. Things you could do yourself but would rather not. How much you get depends on your product. Unused time does not roll over, so if you have been sitting on a list, send it.
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New work
Quoted before it starts
A new page template. New functionality. An integration. A redesigned section. A full rewrite with no source copy. Anything that changes what the site does rather than what it says. Quoted before the work starts, never after, with a date attached. You always see both numbers before you say yes.
How much the middle one gets you
| Product | Monthly | Changes we make for you |
|---|---|---|
| Marquee | $50 | You handle content yourself. That is the deal at this price. Structural work is $175 for up to an hour. |
| Presence | $250 | 1 request a month, up to 20 minutes |
| Foundation | $500 | 2 requests a month, up to 30 minutes each |
| Growth | $1,000+ | Inside your support hours, 6 to 16 a month, scaling with ad spend |
Past your allowance? $350 buys up to two hours of changes, scheduled within five business days. Most months you will not need it, because the pattern library covers the ordinary stuff, and that is deliberate. We do not want you paying $350 every time your business changes.
Third: how to send it
Two ways. Both work. One is faster because it removes the guessing.
Markup, faster Recommended
A link that opens your live site with a comment layer over it. You click the exact spot and type what you want changed, and we see the pin, the page and the request together.
- Open your Markup link.
- Click the exact spot on the page.
- Type the change, and the replacement wording if there is one.
- Attach any file right there.
- Add every comment, then reply Round 1 complete.
No Markup link? Ask. It takes about five minutes to set up.
Email, also fine
Works well when the request is specific. Use this format and nothing gets missed.
Subject: Change Request. Services page. Round 1
1. Page: /services/roofing/
Section: hero
Change: headline
New text: Roof Replacement in Waterford
2. Page: /about/
Section: team, third card
Change: photo
File: attached, dave-2026.jpg
One send, not eleven
Whichever method you use, gather everything and send it once. A trickle of one-line emails over three days turns a twenty-minute job into a two-day one, because every message means re-opening the site, finding the spot and working out what changed since the last note.
That is not us being precious. It is the single biggest thing you control about how fast your change gets made.
What a complete request looks like
The same request, written two ways. One of them gets actioned before lunch.
“Roofing page, hero headline: change to Roof Replacement in Waterford, MI.”
“About page, third team card: wrong photo, use dave-2026.jpg, attached.”
“Contact form: add a required dropdown, How did you hear about us, with these five options.”
Where. What. The replacement. Nothing left to interpret.
“Can you update the services page?”
“The photo of Dave is old.”
“We need to capture more info on the form.”
Every one of these becomes a reply asking which page, which photo, and what it should say instead. That is the two days.
Three things that make any request complete
- The page URLNot “the services page”. You may have nine.
- The exact spotA section name, a screenshot, or a Markup pin.
- The replacementThe words as you want them to appear, or the file, attached. “Make it better” is not a change request, it is a design conversation, and those are welcome, just booked as a call rather than sent as a ticket.
How fast
Four speeds, and which one you get depends on what broke rather than on how the email was worded.
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Normal
2 to 3 business days. Everyday changes: copy, photos, small tweaks.
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Urgent
Same day or next business day. Something wrong and visible: a broken button, a wrong price, a form that stopped sending.
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Emergency
Call, any hour, any day. Site down, checkout failing, a security incident. Do not use email for this.
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Past your allowance
Scheduled within 5 business days. Bought as a $350 two-hour block, quoted and approved before anything starts.
Emergencies get a phone call, not a form
If your site is down, your checkout is failing or you think you have been hacked, do not use Markup and do not send an email. +1-248-205-6977, any hour, any day, including the ones where we are not answering ordinary email.
These are the everyday targets. The contractual version, response times by priority and care level, plus the uptime commitment and its service credits, is in the SLA. Where the two ever differ, the SLA governs.
Same-day on an urgent request needs two things from you: the request fully specified with any files attached, and a real deadline rather than a hopeful one. Tell us the actual time it has to be live and we will tell you straight away whether we can hit it.
Straight answers
Will this change cost me anything?
If it is broken, no, ever. If it is a small change and you have allowance left, no. If it is new work, we quote it before starting and you see the price and the date before you decide. You will never get an invoice for something nobody told you about.
How do I know how much allowance I have left?
Ask, and we will tell you. If a request would take you past it we will say so before we start, along with what it would cost. We are not going to quietly run you over and invoice for it.
Does unused allowance roll over?
No. It is capacity we hold for you each month, not credit. If you have been sitting on a list of small things, send it. That is exactly what it is for.
Can I just do it myself?
Yes, and often you should, text, photos, hours, whole new pages. That is what the pattern library is for and it is free forever. Ask for a screen recording if you have forgotten how; we would rather make one once than do the same task eleven times.
I made a change and broke something.
Tell us. We fix it, it is free, and nobody is annoyed. That is what daily backups are for. What genuinely does cause trouble is not mentioning it for two weeks, so say something the same day.
Can I get someone on my team access?
Yes. Send us their name and email and we will create an account with the right permissions, editors can change content but cannot touch plugins or settings, which is the arrangement that keeps everyone safe.
What counts as urgent?
Something wrong and visible to customers: a broken form, a wrong price, a dead button, a closure that needs posting today. Wanting a new photo up before a meeting is understandable but it is not urgent, and treating it as such is how urgent stops meaning anything.
Can you make my site look different?
That is a design conversation, not a change request. Book a call, a redesigned section is quoted work, and it is worth talking through properly rather than trading messages about it.
Who can request changes?
Anyone you name at kickoff. If someone new needs to be on the list, tell us in writing and we will add them. We will not action a change requested by someone we have never been told about. That protects you more than it protects us.
Send it
Everything in one message. Where, what, and the replacement.
Emergency, site down, checkout failing, security: +1-248-205-6977, any hour.
Related: how billing works · onboarding checklist · all straight answers
- Published pricing
- Month to month, no minimum term
- You own everything
