Communication & Phone Policy

How We Communicate

37SOLUTIONS is a boutique, owner-led company. Every client relationship, technical decision, and quality standard is managed directly by the owner, supported by a skilled team of contractors.

Because of this structure, we do not offer unscheduled phone support.This page explains how we communicate, why we've set it up this way, and what your options are.

Our Preferred Channels

All client communication is handled through the following channels:

Business hours: Monday–Friday, 11am–7pm ET

Why We Don't Take Unscheduled Calls

We know this is different from what you might be used to. Here's the honest explanation.

1. Calls interrupt focused work — and focused work is what you're paying for.

Technical work requires deep concentration. A DNS migration, a WordPress update cycle, an email deliverability investigation — these aren't tasks that can be paused mid-stream without real consequences. An unscheduled call breaks that focus and often means the work has to restart from scratch. The cost of one interruption can be an hour or more of recovered time.

2. Calls don't create records.

When you send a support ticket, email, or chat message, there's a written record. We can reference it, act on it, and attach it to your account history. A phone call — unless it's through Zoom and transcribed — produces none of that. After an unscheduled call, someone has to spend time writing up what was discussed, identifying action items, creating tasks, and making sure nothing was missed. That time is either unbilled (not sustainable) or billed to you (not fair, when the written channel would have handled it faster).

3. Detailed invoices already answer most billing questions.

Our invoices include line-item descriptions and a direct link to the support ticket where the work originated. Before calling about an invoice, please click that link — you'll see the full history, screenshots, and notes without having to search through your email or wait for a response.

4. We don't have staff to answer calls.

There is no receptionist, no unallocated developers waiting for work, and no call queue. When you call, you're calling the same person who is actively managing your services, building someone's website, or on a support ticket for another client. Calls that go unanswered aren't being ignored — they're being deprioritized so that active/scheduled work stays on track.

What To Do Instead of Calling

If you have an issue or question:

• Submit a ticket at support.37solutions.com — this is the fastest way to get help.
• Send an email to the appropriate address listed above.
• Use live chat at 37solutions.com during business hours.

If typing is difficult for you:

Most smartphones have a built-in voice-to-textfeature. On iPhone, tap the microphone on the keyboard. On Android, tap the mic icon in the keyboard or use Google's voice typing. You can also record a voice memo, transcribe it, and paste it into a support ticket. This gives us the detail we need to help you without requiring a live call.

For billing questions specifically, please use accounting@37solutions.com and include your invoice number. Our invoices are itemized and include links to the original work tickets — reviewing those first usually answers the question before we need to respond.

When We Do Use the Phone

Scheduled Zoom Sessions

Phone and video support is available by scheduled appointment through Zoom. Zoom sessions include screen sharing and are automatically transcribed, which gives both of us a record of what was discussed and decided. Sessions are billed as follows:

• Standard Zoom session: Included with Standard and Premium support plans, or available at $75/hour (1-hour minimum)
• Emergency / after-hours Zoom: Billed at the applicable emergency rate

Email support to schedule a call and we'll send you our calendar link.

Emergency Calling (Premium Plan Clients)

Clients on the Concierge Support Plan($600/month) have phone and text access during business hours. If you're on that plan, you already know it — it's listed in your agreement.

If you're not on a plan that includes phone access and you're facing a genuine emergency, please submit an urgent support ticket and we will respond as quickly as possible. Do not call the main number expecting a faster response — the ticket system is actively monitored and a call is not.

Voicemail

If you do call our business number, please leave a detailed voicemail that includes:

• Your name and company
• A brief description of the issue
• Whether this is urgent and why
• A good time and method to follow up

Voicemails without context (“call me back”) are deprioritized. Voicemails from clients who are not on a plan that includes phone access will be followed up via email or the support portal, not by return call.

A Note on Urgency

If something is genuinely urgent — a site is down, email is broken, DNS has failed — please submit a ticket and mark it URGENT. Our ticketing system surfaces urgent requests immediately. A phone call does not.

Please review our Emergency & Urgent Support Policy before marking a request urgent, as emergency rates apply to interrupt-driven work.

Questions About This Policy

If you have questions about our communication channels or want to upgrade to a plan that includes scheduled Zoom or phone access, contact us at sales@37solutions.com or through the support portal.