Support
Support That Grows With You
Going live is just the start; the best digital products evolve long after launch. Security updates, performance tuning, new feature requests, and unexpected issues are all part of the digital product lifecycle. Without the right support, even the best-built websites and applications can lose momentum over time.
That’s why we’ve designed our Support offerings to meet you where you are. Whether you only need occasional, reactive assistance through our Courtesy Support, or you want proactive monitoring, faster response times, and a dedicated team through Guardrail Support, Mile6 ensures your product keeps performing, scaling, and delivering value long after day one.
Courtesy Support
Courtesy Support is our baseline option, designed for clients who need occasional help without committing to a monthly plan. You’ll have access to our general support queue with initial response times of 2–3 business days depending on volume. Requests are billed hourly, with varied turnaround times depending on the size of the task, from small updates to larger fixes.
Courtesy Support is:
- Reactive only – we step in when you send us a request.
- Billable by the hour – every task, from reviewing emails to troubleshooting and execution.
- Flexible for one-off needs – perfect for quick updates or low-frequency requests.
- Available for urgent needs – expedited requests are handled at an urgent rate of $250/hour .
It’s a simple way to engage our team when you need us, without an ongoing commitment.
Guardrail Support
For organizations that want peace of mind, Guardrail Support provides proactive, structured support tailored to your needs. Guardrail clients get:
- Expedited response times, as fast as 6 hours with our Elite tier.
- Dedicated monthly hours across three tiers (Select, Advanced, Elite).
- Urgent credits to prioritize critical requests.
- Ongoing product care like managed WordPress & plugin updates.
- Comprehensive reporting with monthly/quarterly planning, dashboards, and ticket reports.
- Personalized service with a dedicated account manager who knows your digital product inside and out .
Guardrail isn’t just support, it’s a partnership that keeps your digital products secure, optimized, and growing.
Which Level Is Right for You?
- Choose Courtesy Support if you need occasional, one-off assistance and are comfortable with longer response times.
- Choose Guardrail Support if you want proactive monitoring, faster turnarounds, and a dedicated team keeping your digital products healthy and moving forward.
Ready for Guardrail?
If you’ve relied on Courtesy Support but find yourself needing faster response times, proactive care, or more predictable planning, Guardrail is the natural next step. It’s the support model designed to give you confidence that nothing slips through the cracks.
👉 Contact us today to talk about which support level best fits your needs.