Shop hosting

Policy

Support policy

What is included, what is paid, and how tickets work.

Last updated Oct 20, 2026

How do I get support?

Open a ticket in the account, or email hello@binbinink.com. Email becomes a ticket. Every ticket is answered by a person.

What is included with every hosting plan (Self-serve)?

  • Hosting tickets: your site is down, a server error, SSL or backup problems, billing and account issues
  • Restoring a backup on request

What is paid?

  • How-to questions (“how do I…”): With Help ($290 a year, one a month) or a Help ticket ($49)
  • Changes to your site (CSS, code, plugins, content): a Fix ticket ($89, up to 30 minutes) or Fix Pack ($375 for 5)
  • Ongoing care: Care plans from $1,490 a year
  • Larger work: quoted first, or the Studio

How does a paid ticket work?

  1. Buy the service online.
  2. Open a ticket with the details, links and screenshots.
  3. We confirm the scope. If the job is bigger than the service, we quote first and wait for your yes.
  4. We do the work and update the ticket.
  5. The ticket stays open 7 days after we finish so you can check it.

When do you reply?

Support hours: Monday to Friday, 9:30 AM to 4:30 PM Pacific Time, the same hours as our sister company Wytex.Co. Tickets sent outside those hours are picked up when we are back. Outages are handled first.

What do you not support?

  • Third-party services we do not run (your payment provider, ad accounts, external apps), beyond pointing you to them
  • Code or themes from other developers, except as a paid Fix or quote
  • Sending bulk email from mailboxes

How should I send passwords?

Only inside a account ticket. Never in plain email. We will never ask for your card number.