Account, contract, and billing questions
For anything related to your contract, renewal, billing, sales, or cancellation, email Edlio's Client Success team:
The Client Success team handles all account-level questions and will route your message to the right person.
What Client Success handles
Contract renewal — when your current contract ends, renewal pricing, what's included
Website homepage redesign— making substantial changes to your homepage, including adding/deleting/moving features
Cancellation — early termination, end-of-term cancellation, data export questions
Billing — invoices, payment status, AP/billing-contact updates, tax documents
Sales — adding sites, upgrading your plan, quotes for new services or products
Account contacts — updating who at your organization receives Edlio communications
Account-level questions — anything else that isn't a CMS feature or technical issue
What to include in your email
To speed up the response, include in your first email:
Your school or district name
Your website URL (or URLs if you have multiple sites)
What you need — renewal quote, contract end date, invoice copy, cancellation timeline, etc.
Your role — superintendent, business manager, principal, admin, etc.
Any deadlines — board meeting dates, budget cycles, etc.
When NOT to email Client Success
For technical issues, CMS bugs, or product questions, open a support ticket through Eddy (Edlio's AI support assistant) instead. Eddy is faster for technical work because it reaches the engineering and support teams directly.
Examples of issues that should go to Eddy, not Client Success:
Site is down or pages aren't loading
A CMS feature isn't working as expected
Help configuring SSO, DNS, or other technical settings
Bug reports and feature requests
Login or password issues
See How to submit a support ticket via Eddy for the technical-support walkthrough.
Response time
Client Success responds during US business hours (Monday–Friday). For time-sensitive renewal or budget questions, mention your deadline in the first email so they can prioritize.
Related
How to submit a support ticket via Eddy (for technical issues)
Edlio Status Page (current incidents)