How to Reach Us
Best ways to get in touch
- Portal. For anything tied to a deliverable or task, comment directly in your portal at portal.samoya.com. This keeps feedback in context and nothing gets lost.
- Email. For general questions, scheduling, or anything not tied to a specific task: support@samoya.com
- Text/call. For urgent or time-sensitive items.
Portal first. If it's about a deliverable, leave the feedback on the task. If it's about something else, email or text. This keeps everything organized and makes sure nothing falls through the cracks.
When to use each channel
| Situation | Best channel |
|---|---|
| Feedback on a design or deliverable | Portal comment on the task |
| General question about your plan | Email support@samoya.com |
| Need to reschedule a call | Email or text |
| Something is broken on the site | Email with a screenshot |
| Urgent (site down, broken form) | Text or call |
| Billing question | Email support@samoya.com |
Response times
Response times depend on your plan. Your proposal outlines what's included. As a general guideline:
- Messages received during business hours are responded to the same day or next business day.
- Portal comments and emails are checked regularly.
- Urgent items sent via text or call are handled as quickly as possible.
Exact response time commitments (48-hour, 24-hour, same-day, priority) vary by plan tier.
When to expect updates
During an active build, you'll receive progress updates through Loom videos and tasks moving in your portal. There's no need to check in unless you want to.
On a monthly plan, the format depends on your tier. Some plans include a written monthly update, others include strategy calls. Your proposal has the specifics.
Reporting an issue
If something isn't working (broken link, form not submitting, email not arriving), include:
- What happened. Describe what you were doing and what went wrong.
- Where it happened. The page URL or section of the CRM.
- A screenshot or screen recording. This eliminates back-and-forth and helps resolve issues faster.
Quick screen recordings: On Mac, press Cmd+Shift+5 to record your screen. On iPhone, swipe into Control Center and tap Screen Recording. A 30-second clip is worth 10 messages.
Availability
Business hours are Monday through Friday, Mountain Time. Exact hours may vary. Responses outside of business hours are not guaranteed but do happen.