We are committed to providing exceptional support to ensure your website operates smoothly and efficiently. To help manage and respond to support requests effectively, we categorize them into three priority levels: High, Medium, and Low. This system allows us to address the most critical issues promptly while ensuring all requests are handled appropriately.
High Priority Requests
High Priority Requests are critical and require immediate attention as they significantly impact business operations or security. These include:
- Website Downtime: When your website is completely inaccessible to visitors.
- Security Breaches: Any indication of unauthorized access, hacking, or data leakage.
- E-commerce Malfunctions: Failures in the payment process or issues that prevent customers from completing purchases.
For High Priority Requests we aim to respond to the initial request within 6 business hours, and resolve in 1 business day ensuring minimal disruption to your business.*
Medium Priority Requests
Medium Priority Requests affect the functionality or performance of your website but do not entirely prevent its operation. These include:
- Feature/Plugin Malfunctions: Important features or plugin functionalities not working as expected.
- Performance Issues: Slow loading times or specific pages not loading properly.
- Critical Content Updates: Time-sensitive updates, such as price changes or event information.
For Medium Priority Requests we aim to respond to the initial request within 12 business hours day, and resolve in 2 business days, effectively reducing any negative impact on user experience.*
Low Priority Requests
Low Priority Requests involve non-urgent matters that do not immediately affect the functionality or performance of your website. These include:
- Cosmetic Changes: Adjustments to design elements like colors, fonts, or layouts.
- General Inquiries: Questions on using the CMS or seeking advice on best practices.
- Non-Critical Content Updates: Updates to blog posts, team profiles, or general information that are not time-sensitive.
For Low Priority Requests we aim to respond to the initial request within 24 business hours and and resolve in 4 business days, ensuring your website remains up-to-date and continues to reflect your business accurately.*
Conclusion
Understanding the priority levels of support requests helps us serve you better. Please note that while we encourage our customers to select the priority level that they believe best fits their issue, Our support staff reserve the right to adjust this level based on a comprehensive assessment of the issue's impact on business operations and website functionality. This policy ensures that all issues are addressed in the most efficient manner, prioritizing those that could have a significant impact on your business and security. If you're unsure about the priority of your request or need immediate assistance, please contact our support team. We're here to help ensure your online presence is strong, secure, and successful.