Request Help

1. Check Knowledgebase

Check to see if a solution is already covered in online docs:>

2. Open Support Ticket

Request help through my online ticket form or by emailing If something isn't working or displaying properly, please include your System Details.

3. Paid Support Work

My hourly billing rate is $50/hour with a 30 minute minimum. Requests estimated to require less than 2 hours of work get invoiced after the work is completed. For longer requests, scheduling the update for a specific day may be required, as well as a full or partial prepayment to start work. See

All support work is billable unless it falls under the "Fee Exception" category shown below. Visit maintenance page to view pricing on common tasks.

  • Mini-Update: $10
    Small change requests or billable assistance that require no more than 10 minutes of work..
  • Normal Tickets: $50/hr (30 minute minimum)
    Hourly cost of any change requests or billable assistance that requires more than 10 minutes of work.
  • Rush Tickets: $100/hr if available (30 minute min.)
    Jumps you to the front of my queue and have work started within 24 hours. Availability NOT guaranteed. If you want to upgrade to rush service, indicate this in your request and we'll let you know if it can be started within 24 hours.
  • Emergency Tickets:
    Must have '911' or 'Emergency' in the subject line. Limited to severe issues that prevent you from conducting business, such as your email not working or your website being down. Non-critical issues sent as an emergency request will be considered a 'Rush' request and charged accordingly.
  • Fee Exceptions (Non-Billable Work):

    The following types of support requests DO NOT require a payment:

    • Answering questions or providing usage instructions
    • Fixing a problem caused by a bug in VedaCMS
    • VedaCMS Upgrades that take less than 30 minutes
    • Fixing something that was the result of my own error or a problem with the server

Provide as much detail as possible. Refer to the guide below:

  • Relevant Subject Line
    Try to use a simple, but descriptive subject line that identifys what you need. For example, put down 'Design Photo Swaps for' instead of just 'Change Request'.
  • As Much Detail as Possible
    Try to include all of the information you can with your initial ticket so it isn't necessary for us to contact you for additional info or clarification.  
  • Send Technical Details
    If you or a visitor to your site is having a problem, we need to be able to duplicate the problem before we can troubleshoot it. In order to do this, we'll need the following information:
    - Operating System Details
    - Browser & Version of that Browser
    - URL where the problem occurs
    - The exact steps we can take to duplicate the problem
  • Can you do it on your own?
    If the change request is something you can do in VedaCMS, please attempt to do it on your own before opening a tickeet. We're happy to provide usage instructions if you're not sure of how to do something. If you still can't get it after at least a few attempts, we'll make the change for you at normal maintenance rates.  li>
  • Check the Knowledgebase
    Visit the knowledgebase to see if your question has already been answered. Here are common areas we receive questions about that are already covered:
    General Support FAQ
    VedaCMS Usage Guide
    Form Sentry Usage (Secure Forms)
    Hosting & cPanel Guide

I'm available Monday-Friday during normal business hours. However, due to a high development workload, I can usually only fit in 2-3 days each week to work on support tickets (unless it's an emergency issue, which I do as soon as I see it).

Unless there's an issue at home that requires taking time off on short notice, my official days off include Weekends, Major US Holidays or any vacation days I've listed in my upcoming time off schedule.

Because I'm a freelancer & work alone, turnaround times on support requests vary depending on my current development workload and the complexity/severity of requests. I try to do support tickets in the order received, but higher-priority issues causing problems or preventing an essential website feature from working are typically bumped to the top of my queue.

Although not always the case, please expect at least a 1-2 week turnaround on low-priority requests. I understand this long of a delay is very inconvenient, but it's the only way I can offer faster turnarounds on more critical issues and still keep up with my normal development workload. I highly encourage using your VedaCMS or Form Sentry to make any website changes that can be done within those systems.

Visit the Ticket Turnaround Times KB article for more details.

If you are having an emergency, put "EMERGENCY" or "911" in your subject line, but please refer to this KB article for details of what qualifies as an emergency issue.
If needed, you can take your website offline ASAP within the Settings area of VedaCMS

Emergency tickets are limited to severe issues that prevent you from conducting business. Please do not send a 911 email about something that is not genuinely a critical issue. If you need a non-critical change made immediately, the ticket will be considered a 'Rush' request and charged accordingly.

If you don't receive a response within 24 hours to a (qualified) emergency request, send a 911 text to: (585) 205-8272 and reference your Stage Name, Email and Original Ticket Subject.

Or email

Veda Contacts

Work Schedule
  • Monday:
    Existing client support & tickets
  • Tuesday-Friday:
    New website development
  • Unavailable:
    Weekends & Major US Holidays
    See upcoming time-off

Typical Hours

Varies around family schedule.
I have a child with special needs & require a flexible schedule. I strive for a 9-5 p.m. workday when possible.