Frequently Asked Questions
Everything you need to know about working with Web Agency Hero.
What is white-label tech support?
White-label tech support means we work behind the scenes on your behalf. Your client never knows we exist. You bring us in, we solve the problem, and you deliver the result to your client as your own. It is the same support you would offer if you had an in-house technical team.
How does a session work?
Most sessions happen over Zoom. You join the call with access to the relevant account, we work through the issue together or take over while you watch, and we resolve it before the session ends. Tickets work the same way but async: you describe the issue, we research and respond with next steps or a full fix.
Will my clients know you are involved?
No. We never contact your clients, never appear in their inbox, and never reveal our involvement. Everything goes through you. We are your behind-the-scenes technical team.
What kinds of problems can you solve?
We specialize in DNS, Cloudflare, email authentication (SPF, DKIM, DMARC), WordPress errors, site and email migrations, and hosting issues. If it is a technical problem that is causing you or your client pain, there is a good chance we have handled it before.
How fast do you respond?
Phone and Zoom sessions are scheduled and usually available same day during business hours. Tickets are monitored throughout the day and typically get an initial response within a few hours. For emergencies, calling is always the fastest path.
What are your business hours?
We operate Monday through Friday, 9am to 5pm Eastern. Tickets are monitored outside of business hours for genuine emergencies. If something is on fire on a Friday night, call or text and we will do our best to help.
Do you offer retainers or monthly plans?
No. We work on a pay-as-you-go basis. You pay for the session or the work you need and nothing more. There are no contracts, no minimums, and no ongoing commitments required.
What does a session cost?
Most sessions are $57 for 30 minutes. Cloudflare setups and site migrations start at $97 due to the additional complexity and time involved. Email migrations are priced based on the number of mailboxes. You can see full pricing on our services page.
What if my issue takes longer than 30 minutes?
We will let you know during the session if it is going longer than expected. In most cases we wrap it up in the time booked. If the scope is larger than a single session, we will tell you upfront and work out the best approach together.
Can you work with any hosting provider?
Yes. We have worked across GoDaddy, SiteGround, Bluehost, WP Engine, Kinsta, Flywheel, Cloudways, A2 Hosting, Hostinger, DreamHost, and many others. If it has a control panel, we can navigate it.
Can you help with Google Workspace or Microsoft 365 email?
Yes. Email setup, troubleshooting, migrations, and authentication (SPF, DKIM, DMARC) for both platforms are things we handle regularly.
How do I get started?
The fastest way is to book a 30-minute session. If you are not sure what you need, submit a ticket or book a free 15-minute discovery call and we will figure out the best path together.