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The fastest way to contact Redefine Web is the form on this page or the phone line at +1 (855) 999 9131. Every inbound gets a response inside 1 business day from a strategist. Call for same-day, form for next-business-day, email for anything with attachments.

Direct contact channels:

• Phone: +1 (855) 999 9131 (9 AM to 6 PM Eastern).
• Sales and new business: hello@redefineweb.com.
• Press and media: press@redefineweb.com.
• Partnerships: partners@redefineweb.com.
• Existing client support: client dashboard at clients.redefineweb.com.

The form on this page routes to the strategist covering your vertical, not a general inbox, so the first reply already has context.

Every inbound to Redefine Web gets a response inside 1 business day from a strategist, not an SDR reading a template. If you need a same-day response for something urgent, call the phone number.

Response times by channel:

• Phone during business hours: same call answered by a strategist.
• Phone after hours: voicemail returned the next business morning.
• Form submission: reply within 4 business hours during EST business hours, next business day otherwise.
• Email to hello@: reply within 1 business day.
• Client emergencies (active retainer clients): 30-minute response window even outside hours.

If we ever go over the SLA, we credit the delay against the next month's retainer.

Redefine Web's business hours are 9 AM to 6 PM Eastern time, Monday through Friday. After-hours emails get triaged the next business morning. Emergency issues from active clients get a 30-minute response window even outside hours.

Coverage notes:

• Full team on deck 9 AM to 6 PM ET Monday through Thursday.
• Strategist coverage 9 AM to 3 PM ET Fridays.
• On-call rotation for client emergencies covers 6 PM to 11 PM ET weekdays and 9 AM to 3 PM ET weekends.
• Holidays: US federal holidays observed, coverage still on for client emergencies.

If you are in a different time zone, the strategist assigned to your account will hold a weekly meeting in a window that overlaps yours.

Every meeting with Redefine Web runs on Zoom or Google Meet, is recorded and transcribed, and ends with a written recap in your inbox within one business day. No slide theater, no filler.

Meeting types by stage:

• Strategy call (30 minutes, sales stage, three fixes recap).
• Discovery workshop (60 to 90 minutes, post-signature, deep intake).
• Kickoff (60 minutes, week 1, plan review).
• Weekly performance review (30 minutes, ongoing, dashboard walkthrough).
• Quarterly business review (90 minutes, retainer-anniversary review).

Every meeting is recorded, transcribed, and archived in a shared workspace. If you missed one, you can watch the 3x-speed recording. If you have follow-up questions, you can search the transcript.

Yes. About 30% of Redefine Web clients are in the UK, EU, Canada, Australia, or Singapore. Our strategists work Eastern hours, so overlap works for most time zones.

International coverage:

• UK and EU: 2 PM to 6 PM local overlaps with our morning.
• Canada: full overlap Eastern and Central.
• Australia and NZ: 7 AM to 9 AM local overlaps with our late afternoon.
• Singapore and SEA: 9 PM to 11 PM local overlaps with our morning; usually shifted to async.

Payment in USD, EUR, GBP, or CAD by wire, ACH, or credit card. Contracts in US English under Delaware law by default, or your local jurisdiction if required for compliance.

The client dashboard at clients.redefineweb.com is for active retainer clients only. Access is provisioned by your account strategist within the first week of engagement.

What the dashboard covers:

• Unified reporting across paid media, SEO, and site conversion.
• Cost per booked call, cost per closed deal, and pipeline by channel.
• The running 30-60-90 milestone tracker for your account.
• Every meeting recording and transcript.
• Every deliverable and asset your team has produced.

Login provisioning uses SSO on Google Workspace or Microsoft 365. If you use another IdP, ask your account strategist about SAML setup.

To book the free 30-minute growth audit, drop your work email in the form on this page or the homepage. A senior strategist reaches out within 1 business day with a calendar link and a short intake form. Access setup takes 5 minutes.

What happens after you book: within one business day you get a calendar link and a short intake form asking for read-only access to your analytics and ad accounts. The strategist reviews your funnel before the call. On the 30-minute audit you get the three fixes in priority order with the effort and expected gain on each. Written recap the next business day. Yours to keep whether you hire us or not.

Press goes to press@redefineweb.com. Partnership inquiries go through the Partners page or to partners@redefineweb.com. General inbound (sales, new business, and questions) goes to hello@redefineweb.com.

Where each type of contact goes:

• Sales and new business: hello@redefineweb.com.
• Press, media, interviews: press@redefineweb.com.
• Partnership referrals, co-marketing, integration partners: partners@redefineweb.com.
• Existing client support: your account strategist directly.
• Careers: careers@redefineweb.com.
• Billing and invoicing: billing@redefineweb.com.

Each inbox is monitored by the team that owns that channel, so replies come from someone who can actually help, not a bounce-back.

Yes. Email hello@redefineweb.com or use the form on this page 24/7. After-hours contact gets triaged the next business morning. Active retainer clients get on-call emergency support outside business hours through a dedicated Slack channel.

What counts as a client emergency:

• Site is down and losing bookings.
• Ad account is disabled and paid campaigns are dark.
• Conversion tracking has broken and reporting is blind.
• A rankings or reputation event that needs a response inside 12 hours.

Non-emergency: routine questions, new asset requests, campaign changes. Those go into the standard weekly cadence.

Redefine Web is fully remote. The registered office at 189 Madison Ave STE 2760, New York, NY 10016 is used for mail, contracts, and schema. The team works remotely across US time zones and covers Eastern business hours.

That means:

• No physical office visits by default.
• In-person meetings arranged case by case in New York, Austin, Miami, and Los Angeles.
• Legal contracts under Delaware law by default, with the NY address on file.
• Client meetings run on Zoom or Google Meet with the same fidelity as in-person (recorded, transcribed, recap in your inbox).

All Redefine Web client contact channels use SSO, 2FA, and encrypted transit. Sensitive files (analytics exports, ad-account data, PMI records for healthcare clients) move through the client dashboard, not email.

Security controls in place:

• Google Workspace SSO on all internal accounts.
• 2FA required on every client-facing tool (dashboards, Slack, project management).
• Read-only access to your ad and analytics accounts by default.
• HIPAA-aware handling for healthcare and dental clients (no PHI over email, dashboard access only).
• SOC 2 Type II attested vendors across the entire tool stack.

If your compliance team needs a security questionnaire or DPA signed, send it over. Standard turnaround is 3 to 5 business days.

Yes if you are an active client. Every retainer client gets direct contact with their lead strategist by email, Slack Connect, and phone. New prospects should go through the general contact channels so the right vertical strategist gets routed to your inquiry.

Contact routing by relationship:

• Active clients: direct email, Slack Connect channel, and phone number for your lead strategist.
• Prospects on a sales cycle: your assigned business development contact plus the strategist who ran your audit.
• First-touch inbound: general channels (form, hello@, phone), routed inside 1 business day.

Direct-line access is a standard part of every retainer, not an upsell.