On-demand support

Sometimes you just need an hour of our time

Not a plan, not a package, not a discovery call — the thing is broken, or new, or due on Thursday, and you want the people who know the site to handle it. Two ways to buy that, all of them priced in the open.

Two ways to buy time

Same hands, two commitments

The work is identical either way. What changes is how fast we get to it and what it costs you an hour — pay as you go, or pay ahead and pay less.

On demand

$125per hour

Invoiced after the work, not before — plus 3% MD sales tax

You need an hour of our time and nothing else. No plan, no minimum, no conversation about commitment.

Billed by the quarter hour, so a ten-minute fix costs ten minutes
Quoted before we start whenever the job is bigger than an hour
Scheduled in the order it arrives — usually within the week
No commitment, and no plan required to use it

The honest default. Most clients never need more than this.

Priority access

$500a month

Billed monthly, plus 3% MD sales tax — cancel with 30 days’ notice

The fastest answer we give: a person replies within two business hours, 9am to 5pm Eastern, Monday to Friday. Paying ahead also buys the cheapest hour we sell.

Answered within two business hours, 9am to 5pm Eastern, Monday to Friday — by a person rather than a ticket number
Picked up ahead of standing work once it lands, whoever else is waiting
5 hours of work included each month — $100 an hour against the $125 open rate, a 20% saving
Anything past that at $115 an hour, still under the open rate

The clock runs in business hours, so a message sent at 4pm is answered by 10am the next business day. Answering is the promise; fixing depends on what broke — a site that is down gets worked on, a content change is scheduled, and we will say which it is when we reply.

Answer speeds

How fast we answer, and what that costs

Every paid way to get our time after launch, slowest answer to fastest, with what each one costs. They are sold on different pages; this is where to compare them.

Every plan that promises a response time, with how fast it answers and what it costs a month.
What you are on	How fast we answer	What it costs
On demand — no plan	In the order it arrives, usually within the weekNo commitment either way. Fine for work that can wait a week.	$125 an hour
Care	Next business dayWeekdays. Care answers next business day; the work itself is scheduled when we reply.	$99 a month
Care Plus or Care Complete	Same business day when the site is down or broken, next business day for edits and questionsWeekdays. Both answer same business day when the site is down or broken, next business day for edits and questions; the work itself is scheduled when we reply.	$199 or $349 a month
Priority access	Two business hours, 9am to 5pm Eastern, Monday to FridayWeekdays, 9am to 5pm Eastern. The fastest answer on this list; whether it is fixed that fast depends on what broke.	$500 a month

Being straight with you

When hourly is the wrong thing to buy

It’s already on the add-on menu

If the thing you want is on the add-on menu, buy it there — an extra page is $225, flat, whether it takes us two hours or six. Hourly is for everything that isn't on a menu: the tool that broke, the integration nobody owns, the afternoon of training, the emergency.

See the add-on menu

Care already covers it

Care already includes thirty minutes of content edits a month, and most small changes never leave that allowance. This is what you buy when they do — or when the job was never a content edit in the first place.

See what Care includes

The terms

How the hours work

Written down here rather than explained on the invoice.

Time is counted by the quarter hour

A ten-minute fix costs ten minutes. We don't round an email up to an hour, and we don't have a minimum call-out — the quarter hour is the smallest unit and it is the one we actually bill in. You get the running total with the invoice, itemised by job rather than as one number.

Anything over an hour gets quoted first

If what you've asked for is going to take real time, you get an estimate and a decision to make before we start, not an invoice afterwards. Where we're wrong about that estimate in your favour, you pay the smaller number; where we're wrong the other way, that's ours to absorb unless you agreed to a change.

Past 5 hours, you don't fall back to the open rate

Priority access includes 5 hours a month at $100 an hour. Work beyond that is $115 an hour — still under the $125 open rate, because you're still the client who paid ahead. Included hours don't roll over: they are capacity we held for you rather than credit you bought, and a balance that accrues forever is a liability we'd have to price into the rate. If you're consistently not using them, tell us and we'll move you back to hourly.

The plans stop when you say so

Both monthly options cancel with 30 days' notice, the same as everything else here. There's no term, no exit fee, and no tier you have to be on to buy an hour at the open rate later.

Start a project

Ready for a site

that wins the job?

Tell us what you're working with. You'll get a plain-language reply — and if we're not the right fit, we'll say so and point you somewhere good.

Don't like the first design? Take your money back. What it covers

Want the number first? Build an estimate — a minute, and no email needed.

Not ready? Check your Google listing — free, about ten seconds.

Prefer email? contact@theharbortree.com

Tell us what you need

A few lines. Takes about a minute.