Support FAQs

Support FAQs

What Does Pixelized Designs Do?
Pixelized Designs helps small and growing businesses build high-performing websites, improve search visibility, and generate more leads through smart design, SEO, and inbound marketing strategies. We also offer graphic design and branding services, printing services, and promotion products.
How Do I Submit A Support Request?
You can submit a support request through our client portal, by using the submit ticket form on our Support Center site, requesting help through our live chat system, or during business hours by calling our main number and choosing support. For faster resolution, please include as much detail as possible, including URLs, screenshots, and a clear description of the issue.
What Are Your Support Hours?
Our standard support hours are Monday–Friday, 9a–5p (Eastern). Requests submitted outside business hours are logged and addressed the next business day. We are closed on weekends and major holidays.

Phone Support: Normal business hours, but you can leave a voicemail. 
Live Chat: Operators respond during normal business hours
AI Bot: Can help with some issues, available 24/7
Support Center: Articles and ticket system are available 24/7
Email Support: Available 24/7, response times vary.
How Long Will It Take To Get A Response?
Most support requests receive an initial response within 1 business day. More complex issues may require additional time, but we’ll keep you updated throughout the process. Calls or emails sent after hours or on weekends may not receive a response until the next business day.
What Does Standard Support Cover?
Support covers website functionality issues, layout bugs, broken links, form problems, hosting-related concerns (if hosted by PXD), and questions related to services included in your active plan.
What Is Not Covered By Standard Support?
New feature requests, design changes, content creation, SEO campaigns, and major site edits are not included in standard support but can be handled as billable requests or added services.
Can I Request Urgent Or Emergency Support?
Yes. If your website is down or experiencing a critical issue, mark your request as urgent. Emergency requests are prioritized and handled as quickly as possible. Depending on the severity of your request, we may work on it after hours. Any after hours or emergency work falls outside the Standard Support coverage and will be billed.
Do You Offer A Maintenance Plan?
Yes. PXD offers ongoing maintenance and support plans that include updates, monitoring, backups, and priority support. Contact our team if you’d like to upgrade or review your current plan.
Will Updates Affect My Website?
Most updates are made carefully to avoid downtime. For larger changes, we may schedule updates during low-traffic periods or use a staging environment when available.
 

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