How to Reach Us (And Get Quick Answers) đ§
Good communication makes everything better - projects run smoother, problems get solved faster, and nobody's left wondering what's happening. Here's how we keep the conversation flowing.
Where to Send Your Messages
For Pretty Much Everything: contact@darn.pro
Technical questions and support requests
Project updates and feedback
New project inquiries and sales questions
General "hey, what's up with..." messages
Emergency website issues
Questions about timelines or project status
For Money Stuff: billing@darn.pro
Invoice questions
Payment issues or arrangements
Billing disputes or clarifications
Account balance inquiries
Setting up payment methods
Why We Do It This Way Having dedicated email addresses means your message gets to the right person faster, and we don't accidentally miss anything important. Plus, it helps us keep project communication separate from financial stuff, which keeps everything organized.
Response Time Expectations
Business Days (Monday-Friday)
Email responses within 24 hours (usually much faster)
Urgent technical issues: same day response
Quick questions: often within a few hours
Weekends
We check email but don't guarantee responses
True emergencies (like "my website is completely down") get attention
Non-urgent stuff waits until Monday (and that's totally fine)
What Counts as Urgent?
Website completely inaccessible
Security breaches or hacking attempts
Payment processing broken on e-commerce sites
Data loss or corruption issues
What Can Wait Until Business Hours?
Minor styling tweaks
"How do I..." questions
Planning for future features
General project discussion
How We Keep You in the Loop
Weekly Project Updates For ongoing projects, you'll get weekly summaries covering:
What we accomplished this week
What's planned for next week
Any roadblocks or questions that came up
Time spent and remaining budget
Milestone Check-ins For larger projects, we'll schedule brief calls or send detailed updates when we hit major milestones. No surprises - you'll know how things are progressing.
Proactive Communication If something's taking longer than expected, we'll let you know before it becomes a problem. If we discover a better way to do something, we'll suggest it. If we run into technical challenges, we'll explain what's happening.
Getting the Best Response From Us
Be Specific Instead of: "The website isn't working right" Try: "The contact form isn't sending emails - I tested it at 2 PM today"
Include Context
What were you trying to do?
What actually happened?
What device/browser were you using?
Any error messages you saw?
Prioritize Your Requests If you're sending multiple questions or requests, let us know what's most important. We'll tackle the high-priority stuff first.
Screenshots Help! For visual issues or confusing error messages, a screenshot is worth a thousand words. We love screenshots.
Different Types of Communication
Quick Questions Email is perfect for quick questions. Don't feel like you need to schedule a call for simple stuff.
Complex Discussions For complicated feature planning or big picture strategy, a phone call or video chat often works better than back-and-forth emails.
Feedback on Work When reviewing work we've done, specific feedback is incredibly helpful. "I love it!" is nice to hear, but "I love it, except the button should be blue instead of green" gets things done faster.
Emergency Contact For true emergencies outside business hours, email is still the best bet - we check it regularly even when we're not officially "working."
Project Communication Best Practices
Keep Project Email in One Thread When possible, reply to existing project emails rather than starting new threads. It helps us keep context and find information quickly.
CC the Right People If others on your team need to be in the loop, go ahead and CC them. We don't mind extra people on project communications.
Save the Big Stuff for Email Quick Slack messages or texts are fine for "Hey, got your email" but important project decisions should be in email where we can all refer back to them.
What We Promise
We'll Respond Promptly Even if we can't solve your problem immediately, we'll acknowledge your message and let you know when we can get to it.
We'll Be Clear If something's going to take longer than expected, we'll tell you why and give you a realistic timeline.
We'll Ask Questions If we don't understand something, we'll ask for clarification rather than guessing. Better to get it right the first time.
We'll Keep You Updated You shouldn't have to wonder what's happening with your project. We'll keep you informed every step of the way.
A Few Communication Tips
Don't Be Shy If you have a question, ask it! There are no stupid questions, and we'd rather over-communicate than leave you wondering about something.
Tell Us Your Preferences Some clients love detailed technical explanations, others just want to know "it's fixed." Let us know what level of detail works best for you.
Speak Up About Problems If something isn't working the way you expected, or if you're not happy with how the project is going, please tell us! We can't fix problems we don't know about.
Celebrate the Wins Let us know when things are working great! It helps us know what you value and keeps everyone motivated.
When Communication Goes Wrong
If We're Not Responding Fast Enough Send a follow-up email! Sometimes messages get buried or marked as read accidentally. We're not ignoring you - we're just human.
If There's a Misunderstanding A quick phone call can often clear up confusion that might take dozens of emails to sort out.
If You're Not Happy Please tell us directly. We want to make things right, and we can't do that if we don't know there's a problem.
Emergency Protocol
True Emergencies (Website Down, Security Issues)
Email contact@darn.pro with "URGENT" in the subject line
Include your website URL and a description of the problem
We'll respond as quickly as possible, even outside business hours
For Everything Else Regular email during business hours is perfect. Most things feel urgent but can actually wait until the next business day without any real problems.
The Bottom Line:
Good communication makes everything easier. We're here to help, we want to hear from you, and we'll always do our best to get back to you quickly with useful answers.
Don't hesitate to reach out - that's what we're here for!
Email Us:
General & Technical: contact@darn.pro
Billing Questions: billing@darn.pro
Because the best projects happen when everyone's on the same page.