There's one chat icon, bottom-right of every page in the RebelSites app and on the marketing site. That's it. Click it.
You'll talk to Rae first — our AI assistant. Rae knows the help docs, your account, and most common issues. If Rae can answer it, you'll get an answer in seconds.
If Rae can't (or you'd rather just talk to a human), say so plainly. Rae will hand off to Andrew or Nate — actual humans, not "an agent will be with you shortly."
Common questions, how-tos, FAQs: Rae handles these in seconds.
Account-specific issues: Rae first, escalates if needed. Under 5 minutes during US business hours.
Bugs, broken things, "my site is down": Straight to Andrew or Nate. Under 30 minutes during US business hours, under 4 hours otherwise.
Billing problems, refund requests: Andrew, always. Same day.
Feature requests, feedback: Either of us. We'll always read it, may not always reply.
We're a small team (Andrew + Nate, with Jennie helping out). That's a feature, not a bug — you get real attention. The trade-off is: we're not 24/7. Outside US business hours, response time stretches.
A few situations where it's totally fine — encouraged, even — to type "human please" and skip the AI:
Site is down or broken. Don't waste time troubleshooting with an AI.
Billing dispute or refund. That's an Andrew conversation.
Considering canceling. We want to know why — and we may be able to fix the thing that's making you consider it.
Sensitive content, personal situations. Rae is great at sites; humans are better at people.
You just want to. "I'd rather talk to a person" is a complete sentence. We respect it.
To help fast, it really helps if you include:
Your account email (so we can find your site)
Site URL (or which site, if you have multiple)
What you tried and what happened
Screenshot if there's an error message
We won't ever ask for your password. We have account access on our side; we don't need yours.
Right now, Andrew personally reads every support thread that comes through. He'll keep doing that as long as it's possible. When the team grows past a certain point, we'll add support hires — but the goal is for the quality of replies to stay the same, not just the speed.
This is one of the things we mean when we say RebelSites is built for real businesses by real people. It's not a slogan. Hit the chat.
