How to Submit a Support Ticket
When submitting a support ticket you want a get an answer fast and the issues solved.
Here are 3 simple steps to help save time and find a solution for your website issue or request.
1. Be Clear
For us to best help you, please be clear with your website issues or support request. We can only start working on your request when we are 100% sure of what you need. When you're clear with your request, you'll also save a reply email from a confused support team member. Win, win!
2. Be Detailed (as detailed as possible)
Providing as much detail as possible will help in getting your support issues solved fast.
To help speed up requests, getting all the information before we start work on your request is optimal. We have compiled a list of things to consider when supplying your support ticket. We've categorized it into 2 so it's easier for you.
You can simply copy paste this on the email your about to send and answer the questions relevant to your support request. If these questions does not cover your issue, giving as much detail as possible would really help us in finding a solution.
Website Issue/Hosting Problem
Here is a quick list to refer to when supply us with some details information.
- When did you first notice the problem?
- Have you made any changes to your website lately?
- Is the issue isolated to your device or can the issue be resolved on other devices or web browsers?
- Are there any specific error messages?
- Send through any screenshot or video screencasts of the issue.
Website Requests
Website requests can be any of the following:
- Content updates and changes
- New feature requests (Please note that additional charges may be required and could be a new project)
- Print or poster requests.
Please also let us know the following:
- What it is you need.
- Description of what you need including the copy, images, links and any background information.
- Your budget
- Timeframes, when do you need it, and what is your priority?
3. Be patient
We generally view a support ticket within a couple of hours. If you have an urgent request please indicate this in the subject line.
Once we receive a support ticket we will let you know we have received it and give you a rough timeframe for the task to be completed. We will then schedule it into our workflow and let you know once work has started and completed.
General Delivery Times
With a Website Care Plan:
Small Website Changes: 24-48 Hours Approximately.
Custom Website Changes: 1-2 Weeks (or as per project timeline)
Without a Website Care Plan:
Small Website Changes: 1 week
Custom Website Changes: 4 Weeks +