Question 1

What are your standard response times?

Accepted Answer

For Standard Support sessions, we typically respond within one business day to schedule your session. Rush/Priority sessions are scheduled within a few hours during business hours (9am–6pm ET, Mon–Fri).

Question 2

What counts as a Rush or Priority session?

Accepted Answer

Rush sessions are for urgent situations — a shoot tomorrow, a deadline today, or a system that won't start. We prioritize these above standard queue and aim to connect within 2–4 hours of your request during business hours.

Question 3

Do you offer onsite support?

Accepted Answer

Yes. Studio Pro plan holders have onsite visits included. Standard and Basic plan holders, as well as hourly clients, can request onsite support at an additional travel rate depending on location.

Question 4

What areas do you serve for onsite visits?

Accepted Answer

We serve the greater Boston metro area and wider New England region for onsite visits. Remote support is available nationwide via secure screen sharing.

Question 5

What software do you support?

Accepted Answer

We support all major photography and visual arts applications including Adobe Lightroom Classic, Lightroom CC, Photoshop, Illustrator, Premiere, Camtasia, GIMP, Darktable, Canva, and related tools. If you use something not on this list, just ask.

Question 6

How do the monthly plans work?

Accepted Answer

Monthly plans include a set number of support hours that reset each month. Unused hours do not roll over. You can book sessions through the Booking page and your plan rate is applied automatically. Additional hours beyond your plan are billed at the standard hourly rate.

Question 7

What if I need more hours than my plan includes?

Accepted Answer

No problem — additional hours are available at our standard $95/hr rate. Just book as normal and note that you need extra time beyond your plan.

Question 8

Can I cancel or change my plan?

Accepted Answer

Yes, you can cancel or change your plan at any time. Changes take effect at the next billing cycle. We do not offer refunds for partial months, but we will always work with you to make sure you are getting value from your plan.

Question 9

How does remote support work?

Accepted Answer

Remote sessions are conducted via secure screen sharing. We will send you a link before your session. No special software needed — it works directly in your browser. You stay in control of your screen at all times.

Question 10

How do I book a session?

Accepted Answer

Use the Book a Session page to pick your session type (plan or hourly), select a date and time from the calendar, fill in your details, and submit. You will receive a confirmation email and can add the session to your calendar.

Question 11

Is my data secure?

Accepted Answer

Yes. Remote sessions use encrypted connections and we never store your passwords or sensitive files. Your booking information is used only to schedule and confirm your session.

Frequently Asked Questions

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