Hello, how can we help?
This is the hub for existing Primo Collab clients. Whatever you need for your site, it starts with one of the options below, and it's handled by the developer who knows your project.
Covers every site we host and monitor, across Cloudways and other platforms, not just yours.
Create a ticket Coming soon
Bugs, content changes, and anything worth writing down. Describe what you need, attach screenshots if it helps, and track the request until it's done.
Chat with us Coming soon
The chat box opens right here on the page. No redirect, no bot, no account needed. If we're offline, your message becomes a ticket automatically.
Browse the FAQ
The most common questions, answered below on this page: how requests work, what counts as urgent, and how bigger changes are handled.
Jump to the FAQ ↓Request additional work
New features, redesigns, or anything bigger than a fix. Tell us what you're after and you'll get a scoped quote, the same way any project here starts.
How support requests are handled
Every request is seen by the developer who knows your site, and they're not all treated the same. Here's the honest order of things.
Support questions, answered straight
Can't find yours here? Ask in chat or open a ticket, whichever you prefer.
How do I request a change to my website?
Create a ticket with what you want changed and where, and attach a screenshot if it helps. Small content changes are usually handled quickly; anything that affects layout or functionality gets a short confirmation of scope first so there are no surprises.
My site is down or broken. What do I do?
Use the chat box for anything urgent, and mark your ticket as urgent if chat is offline. Site-down issues jump the queue ahead of everything else, and you'll get updates as we work rather than silence until it's fixed.
How fast are support requests handled?
Urgent issues like a site being down are picked up as soon as possible, ahead of all other work. Standard requests get a first reply within one business day. If something will take longer, you'll get a realistic timeline upfront instead of a vague acknowledgement.
I want new features or a bigger improvement. Is that support?
Bigger work is scoped as a small project so nothing is squeezed into support quality. Use the additional work option, describe what you're after, and you'll get a quote with honest numbers, the same way any project here starts.
Who actually answers my request?
The same developer who built or maintains your site. There's no outsourced help desk reading from a script, which is why answers tend to be specific and fixes tend to be fast.
Do I need an account to use this page?
No. Tickets and chat work with the email address we already have on file for your project. If you're not sure which email that is, ask in chat and we'll sort it out.
This hub is for existing clients, but you're welcome too.
If you're thinking about working together, start with a quote request and you'll hear back from the tech lead directly.
General question instead? Reach out through the contact page and we'll point you the right way.