Support - We're Just an Email Away
Real help from the person who built it.
There's no ticket system here. No chatbot. No "have you tried turning it off and on again" script read by someone in a call center who has never touched the software.
When you email support, you get me. Carl. The person who wrote every line of CARL and has been running it on live sites for years. I know where everything is, how it works, and what breaks it. (Usually because I broke it first at some point.)
How to Reach Me
The best place to start. Write as much or as little as you need. Screenshots help, but aren't required.
I aim to respond within 24 hours. Usually faster.
Video Call
Sometimes a problem is easier to show than describe. If you need it, we can jump on a call via Teams or Google Meet, and I'll walk through it with you directly.
Just mention it in your email and we'll find a time that works.
Nothing Is Too Small to Ask
Seriously. If you're stuck on something, ask. If you're not sure you're doing something the right way, ask. If the documentation isn't clear on a point, ask and I'll fix the documentation too.
The only question I'd consider a waste of my time is one you didn't send because you thought it was too basic. There's no such thing. CARL has a learning curve, particularly around installation and the first few pages, and I'd rather spend 10 minutes helping you get past it than have you struggle through it alone for 3 days.
Installation Help
If you get stuck during installation, I can help with that, too. Directly. We get on a call, I walk you through it step by step, and you come out the other side with a working setup and a clear understanding of what we did and why.
This isn't a paid extra. It's just support.
What to Include in Your Email
The more context you give me, the faster I can help. If something isn't working, it helps to know:
- What you were doing when it happened
- What you expected to happen
- What actually happened instead
- Any error messages you saw (a screenshot is worth a thousand words here)
- Your hosting provider, if it seems relevant
If you're not sure what's relevant, just describe the situation in plain English, and I'll figure out the rest.