Primary Channel
Submit All Requests Through Our Portal
The correct and preferred way to reach us for any support issue, question, or feedback is through the 37SOLUTIONS support portal:
Support Portal
support.37solutions.com/hc/en-us/requests/newSubmitting through the portal creates a ticket with a reference number, ensures the right person sees it, and gives you a written record of the conversation. This tracked system helps us prioritize requests and route each issue to the best available team member — not leave it in an anonymous queue. Please do not contact staff members directly for support issues.
For general support questions that are not tied to an active incident, you can also reach us at:
Support Email
support@37solutions.comEmail creates a ticket in the same system. The portal is preferred as it captures more detail upfront. We may use automated AI replies for common questions, but every response is reviewed by a human before it is sent.
Getting a Fast Response
What to Include in Your Request
The more detail you provide upfront, the faster we can help. A well-formed request avoids unnecessary back-and-forth.
Your domain or site URL
Even if it seems obvious — helps us pull up the right account immediately.
A clear description of the issue
What were you doing, what did you expect to happen, and what happened instead?
Screenshots or screen recordings
Visual evidence dramatically speeds up diagnosis, especially for visual bugs or errors.
Any error messages verbatim
Copy the exact text rather than paraphrasing — error codes are how we trace root causes.
When it started
A timestamp or approximate time window helps us correlate with server logs and deployment events.
Legacy Hosting Plans
Support on Legacy Hosting Plans
Clients on legacy hosting plans receive support on a best-effort basis, capped at 30 minutes per month. This time covers troubleshooting, questions, and minor configuration adjustments.
What this means in practice
Requests are handled in the order they are received. Complex issues that exceed the monthly allotment will be quoted separately or deferred to the following month depending on severity. Critical incidents affecting site availability are always prioritized regardless of plan.
Upgrading your plan
If you find yourself regularly exceeding the 30-minute allotment, a current hosting or Website Care plan may be a better fit. Reach out via the portal and we can walk through the options.
Emergency Contact
Phone & Text — Emergencies Only
Phone and text are available as a last resort for genuine emergencies — situations where a site is completely unreachable and the issue cannot wait for an email response. They are not intended for routine questions, feature requests, general feedback, or any non-urgent matter.
- Phone calls are by appointment only. To schedule a call, submit a request through the portal and ask for a calendar link. We will send a current Calendly link by return.
- Text messages are monitored but may not receive an immediate response outside of a declared emergency. A ticket submitted through the portal will always receive a faster, more thorough response.
- Please do not use phone or text to ask questions that could be answered through the knowledge base or by submitting a ticket. Doing so slows down response times for all clients.
For everything else: the portal is the right place. Submit a request →
Support work is staffed based on timing, workload, and the best available engineer for the task. If you want guaranteed dedicated developer time, ask about our retainer and dedicated engineering options.