Support Policy
This policy explains how clients can contact Pinnacle PC, what support requests should include, and how updates and hosting issues are handled.
How to contact support
Support requests can be sent to [email protected], submitted through the contact form, or handled by phone/text at (443) 267-8835. Fastest for active clients: phone/text. Best for new projects: form or email.
Standard update expectations
Standard content edits are handled based on the active plan level and request scope. Normal updates may include text changes, image swaps, link updates, simple section adjustments, menu changes, or small content additions.
Priority and emergency hosting issues
Emergency hosting issues, major public outages on Pinnacle-managed hosting, SSL problems, or high-impact site availability issues are prioritized. Pinnacle does not promise impossible instant fixes, especially when third-party providers, client-owned domains, DNS propagation, or outside accounts are involved.
Content edits vs new project work
A content edit is a normal update to an existing page or asset. A new project may include new page designs, new landing pages, new campaigns, custom integrations, major layout changes, ecommerce changes, automations, copywriting packages, AI assistant setup, or larger marketing work. New project work is scoped and quoted separately.
What to include in support requests
- Your business name and website/domain.
- The page or URL that needs attention.
- The exact text, image, link, or change requested.
- Any screenshots, deadlines, or launch timing.
- Whether the request is urgent, normal, or part of a larger project.
Contact
Support questions can be sent to [email protected] or by calling (443) 267-8835.