Business hours
Signal
$200 / month
Expert answers to your infrastructure questions.
- Coverage: 8 AM – 8 PM ET
- Monday – Friday
- Response SLA: 12 hours
- Questions included: 15 / month
- Overage rate: $18 / question
- Written answers via ticket
Month-to-month. No contract required.
How Questions Work
Submit a question by email or with our help desk, get a clear written answer. No calls, no meetings, no back-and-forth that goes nowhere.
What counts as a question
Each ticket counts as one question, regardless of length. Related follow-ups within the same ticket thread are included. A new topic – even in the same ticket – counts as a new question. When in doubt, open a new ticket and we’ll merge them if they’re clearly related.
What makes a good question
The best questions have context: what you’re running, what you’re trying to do, and what you’ve already tried or considered. You don’t need to be precise, that’s what we’re here for. But the more context you give, the more useful the answer.
Answers, not implementations
Signal covers questions and recommendations, not hands-on work. If your answer leads to “and here’s how to do it,” we’ll tell you exactly what to do. If it leads to “this actually needs someone to get in and fix it,” we’ll say that too, and you can take it to a retainer or task from there.
Questions reset monthly
Your 15 questions reset at the start of each billing cycle. Unused questions do not roll over. If you consistently need more than 15, that’s a good signal you’d benefit from a retainer, and we’ll tell you when we think that conversation makes sense.
Question Allocation & Overage
Every Signal plan includes 15 questions per month. If you need more, overage questions are available at a flat rate, no tier upgrade required.
Included
15 questions / month
Overage rate
$18 / question
Rollover
None – questions reset each cycle
Overage questions are billed at the end of the month alongside your regular invoice. If you’re regularly using 20 or more questions per month, a retainer is likely a better fit; you’d get monitoring, task credits, and incident response for not much more spend. We’ll flag it when we think it applies.
Response SLA
Every Signal question submitted during the coverage window is answered within one business day. Response means a complete, substantive answer, not an acknowledgment that we received your ticket.
Questions submitted outside the coverage window begin the SLA clock at 8 AM ET the next business day.
- Coverage window: 8 AM – 8 PM ET, Monday – Friday
- Response commitment: 12 hours from ticket submission
- Missed SLA credit: 10% of monthly fee per missed response
- SLA applies to: ticket responses only, not chat or informal communication
SLA Exclusions
The SLA does not apply in the following circumstances:
- Questions submitted outside the coverage window (clock starts at next window open)
- Questions that require active research outside existing expertise; we’ll notify you if this applies
- Questions that fall outside the defined scope of Signal
Scope
Signal covers questions about infrastructure, operations, and technical decision-making within the hosting stack. If you’re not sure whether your question fits, ask; the worst outcome is we point you somewhere better.
In scope
- Server, hosting, and stack configuration questions
- WordPress infrastructure – hosting decisions, server requirements, plugin compatibility at the infrastructure level
- DNS, email authentication, and deliverability guidance
- Security posture and hardening recommendations
- Performance and architecture decision-making
- “Should I do X or Y?” infrastructure tradeoff questions
- Reviewing a plan or approach before you implement it
Out of scope
- Hands-on implementation, configuration, or fixes
- Incident response or emergency support
- Use the Outages and Response instead
- Application development, theme or plugin customization
- Content, design, or marketing questions
- Ongoing project management or vendor coordination
Common Questions
What kinds of questions work best for Signal?
Signal works best for decisions and direction: “should I use X or Y?”, “is this configuration safe?”, “what’s causing this behavior?”, “would this approach cause problems at scale?” If you need someone to log in and make a change, that’s a task or retainer. If you need to know what change to make and why, that’s Signal.
Can I ask follow-up questions on the same ticket?
Yes, if they’re directly related to the original question. Clarifications, follow-ups, and “what if I also…” continuations on the same topic are included in the ticket. A new topic – even a related one – should be a new ticket and counts as a new question.
What if the answer to my question is “you need someone to fix this”?
We’ll tell you that clearly, along with what needs to be done and why. From there you can take it to a one-off task, discuss a retainer, or handle it yourself with the information we’ve given you. The question still counts against your allocation, the answer is the service, regardless of what that answer is.
Can I upgrade to a retainer mid-month?
Yes. If your needs grow, we can transition you to a retainer at the start of the next billing cycle. Your Signal questions up to that point are not credited toward retainer task credits – they’re a different product – but we’ll make the transition as smooth as possible and there’s no penalty for upgrading.
Do unused questions roll over?
No. Questions reset at the start of each billing cycle. A quiet month doesn’t bank credit for a busy one. If you’re consistently not using your allocation, that’s worth factoring into whether Signal is the right fit for you.
Is there a long-term contract?
No. Signal is month-to-month. Cancel at the end of any billing cycle with no penalty. We’d rather you stay because it’s useful, not because you’re locked in.
I’m a web agency — can I use Signal for client questions?
Yes. Many agencies use Signal as a backstop for infrastructure questions they encounter across client work. Your 15 questions per month cover your agency account, not per client. If you’re consistently routing a high volume of client questions through Signal, a white-label retainer arrangement may be a better fit. Contact us to discuss.
What if I need something done, not just answered?
Stop guessing. Start knowing.
Get clear answers to infrastructure questions from someone who actually knows the stack.
Month-to-month. No contract. SLA-backed responses.