Help Center — Projects, Support & Incidents

1. Start a project

1. Choose the closest service page or describe the business problem.
2. Share the current platform, target outcome, desired timing and approximate budget.
3. Provide examples and identify the final decision-maker.
4. Wait for written scope, price, dependencies and timeline before assuming anything is included.

2. Request support

1. Use the agreed support channel and include the URL/account/project reference.
2. Describe expected versus actual behavior.
3. Attach screenshots, exact errors, timestamps and reproduction steps.
4. Mention recent changes and business impact.
5. Do not send passwords in ordinary chat/email unless a secure method is agreed.

3. Suspected security incident

1. Limit access and do not repeatedly modify or delete evidence.
2. Change compromised credentials from a clean device and enable MFA where appropriate.
3. Contact Site Guard 365 through the contractual urgent route.
4. Preserve logs, suspicious files, alerts and timestamps.
5. Do not promise customers that no data was affected before investigation.

4. Ads or Merchant Center issue

• Share the exact policy notice, screenshot and affected account/campaign/item.
• Do not create duplicate accounts to bypass enforcement.
• Pause misleading or unavailable offers.
• Verify website claims, contact details, refunds, checkout and product data.
• Remember that appeal timing and outcome are controlled by the platform.

5. Handover checklist

• Confirm domain, hosting, CMS, repository and platform ownership.
• Store credentials and recovery codes securely.
• Download deliverables and maintain independent backups.
• Record licence renewals and subscriptions.
• Review maintenance, security and monitoring responsibilities.
• Revoke unnecessary access and confirm ongoing support.

6. Billing and cancellation

Email the invoice/project reference, payment date, request and evidence. Review the Refund Policy first. Third-party costs and completed custom work are not automatically refundable.

7. Important links

• Terms & Conditions
• Privacy Policy
• Refund & Cancellation
• Cookie Policy
• Disclaimer
• Acceptable Use Policy
• Security & Responsible Disclosure
• Support & Service Level Policy