What 7,500+ website support requests taught us
About 7,600 small-business support requests, 2017 to 2026: what people ask for, what breaks, how fast it's fixed and what prevents it.
Most website support is small and predictable. Nearly 4 in 5 of about 7,600 requests took under an hour, and in 2026 the typical request was done in a day. The most common breakage was a contact form whose emails quietly stopped arriving. Six habits, from authenticated form mail to staging updates, would have prevented a large share.
Free, with no sign-up. Last updated October 31, 2026. Prints on US Letter. Tagged for screen readers, with real text and bookmarks, and every checklist item links to the page on e-3design.com that explains it.
What's inside
- The key findings on one page
- What people ask for, and how the mix changed as email moved to Microsoft 365
- The most common breakages, how big the jobs are and how fast they're done
- When requests arrive, six prevention habits, and the method and caveats
The guides behind it
- What 7,500+ small-business website support requests taught us (2017–2026)
- Website problem explorer
- Why are my form emails going to spam or missing?
- How do I set up SPF, DKIM and DMARC for my business?List every service that sends email as your domain, then publish one SPF record covering them all, turn on DKIM signing in each service, and add a DMARC record set to monitor only (p=none).
More free checklists
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- Before you hire a web designerThe questions to ask any web company, what a good answer sounds like, and the red flags.PDF, 6 pages
- Google Business Profile checklistSet up, verify and keep the free listing customers see on Google Search and Maps.PDF, 6 pages
- Website care checklistWhat to check every week, month, quarter and year so your site stays up, safe, fast and current.PDF, 6 pages
- Email deliverability checklistSPF, DKIM and DMARC set up in the right order, plus the senders people forget.PDF, 6 pages
Rather we did it for you?
Everything in these checklists is something we do for clients every week. Call, or start with a free website check.