Client Support
A real team. A real phone.
Our clients get direct access to the Canadian team that built their website and runs their marketing. Here’s how to reach us and what to expect.
Our SLAs
Response times, in plain English.
Hours are measured in Canadian business days (Mon–Fri, 9am–6pm ET), excluding federal and Ontario statutory holidays.
Critical
Within 1 hour · Website is down or patients cannot book.
Site 500 errors, booking form broken, domain or SSL failure. Call our emergency line immediately — we’ll triage in real time.
Site 500 errors, booking form broken, domain or SSL failure. Call our emergency line immediately — we’ll triage in real time.
High
Within 4 business hours · Major feature broken.
A page is broken, a form isn’t delivering, ads stopped serving. We’ll acknowledge within 4 hours and fix within the same business day.
A page is broken, a form isn’t delivering, ads stopped serving. We’ll acknowledge within 4 hours and fix within the same business day.
Normal
Within 1 business day · Content changes, questions, new requests.
Updates to opening hours, a new team member bio, a blog post, a Google Ads tweak. Acknowledged same day, completed within 2–3 business days depending on scope.
Updates to opening hours, a new team member bio, a blog post, a Google Ads tweak. Acknowledged same day, completed within 2–3 business days depending on scope.
Low
Within 3 business days · Strategic questions, planning, ideas.
“What should we try next quarter?” — queued for your monthly strategy review with your account lead.
“What should we try next quarter?” — queued for your monthly strategy review with your account lead.
Knowledge Base
Answers to common questions.
Getting started
Your Magnus onboarding, access, domain, and DNS handover walkthrough.
Website edits
Hours, bios, team photos, service pages, blog posts. What counts as minor vs. major.
Reports & dashboards
Reading your monthly report, accessing your live dashboard, understanding cost per booked patient.
Privacy & compliance
Consent logs, data export requests, changing your privacy policy, CASL unsubscribe flows.
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