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 Hub, or email support@binbin.ink. Email becomes a ticket. Every ticket is answered by a person.
What is included with every hosting plan (Self-serve)?
- Platform 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 (+$29/mo, 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 $149/mo
- Larger work: quoted first, or the Studio
How does a paid ticket work?
- Buy the service in the Hub.
- Open a ticket with the details, links and screenshots.
- We confirm the scope. If the job is bigger than the service, we quote first and wait for your yes.
- We do the work and update the ticket.
- The ticket stays open 7 days after we finish so you can check it.
When do you reply?
Support hours and reply times: [to confirm before publishing a commitment]. 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 Hub ticket. Never in plain email. We will never ask for your card number.