Support Standards
Real people. Plain replies. Clear timelines.
Here's exactly how Dentara support works, what it covers, and how quickly you can expect to hear back.
~24h
Typical first reply (business days)
1 inbox
Email a real person, every time
0 bots
No chatbot, no ticket maze
Typical response times
- First reply: about 24 hours on business days.
- Small text or image edits: usually same week.
- Urgent site-down issues: prioritized the same business day.
- Larger changes: scoped first, then scheduled.
How support requests are handled
- You email hello@dentara.ai with what you need.
- A real person on the Dentara team reads and replies.
- We confirm scope, timing, and any cost (most edits are no-cost).
- We make the change and confirm it back to you.
What support includes
- Reasonable copy and content updates
- Image swaps on existing sections
- Phone number, hours, and contact updates
- Help reaching your hosting or domain provider
- Guidance on next steps if something breaks
What support does not include
- New pages or major redesigns (those are revisions/new projects)
- Custom code or integrations not in the original scope
- Marketing or SEO services beyond initial setup
- Third-party software issues we don't control
How revisions differ from support
Support covers small, quick updates after launch, text changes, image swaps, contact info. Revisions are larger design or layout changes, scoped and scheduled separately. If you're not sure which category your request falls into, just ask, we'll tell you up front.
Communication expectations
- Email is the primary channel.
- Short, plain-English replies. No jargon.
- If a request needs a call, we'll schedule one.
- We never auto-charge for support without confirming first.
Escalation path
- Email hello@dentara.ai, this reaches the whole team.
- If a reply hasn't arrived within 2 business days, reply to your original email with "Following up" in the subject.
- For urgent issues (site down, billing problem), include "URGENT" in the subject.