We are dedicated to providing you with timely and effective support to ensure your website operates smoothly. This guide outlines the various ways you can reach out to our support team, including using our customer support portal, email, and for some, direct contact with a dedicated account manager.
Customer Support Portal
All clients have access to our customer support portal. This portal is your one-stop destination for:
- Submitting Support Requests: Easily submit a new support request detailing the issue you're experiencing.
- Viewing Past Support Tickets: Access your history of support tickets to review responses or follow up on ongoing issues.
How to Use the Support Portal:
- Login to the support portal with your credentials.
- Select the 'Add a Ticket' button to create a new ticket.
- Enter a Subject Line and a detailed description of your issue or request.
- Select a Priority Level and Classification for your ticket to help us understand the urgency and nature of your issue.
- Attach any related screenshots or documents that can help us better understand and resolve your issue.
- To view past tickets, navigate to the 'Tickets' area within the portal.
Email Support
For convenience, clients also have access to a special email address for opening support items. This is particularly useful for:
- Quick Questions: Send us a brief email detailing your query.
- Urgent Issues: If you believe your issue requires immediate attention, please mention the urgency in your email.
Email Support Guidelines:
- Always include a clear and concise subject line.
- Provide as much detail as possible about your issue or question.
- Include any relevant screenshots or documentation.
Response Times
Our standard response times are within 2-3 business days for low to normal priority items. We strive to respond sooner whenever possible and often provide support on weekends, ensuring your business continues to run smoothly.
*Please note that these response times apply to our standard Service Level Agreement (SLA). Clients with other SLA agreements may experience different response times.
Dedicated Account Manager
Clients with Enterprise Managed Services and Monthly Consulting services may have a dedicated account manager. This contact is available for:
- Personalized Support: Direct access to someone familiar with your business and specific needs.
- Strategic Advice: Guidance on leveraging your website and our services for your business success.
If you're unsure whether you have a dedicated account manager, we recommend starting with a ticket in the support portal or sending an email for the quickest assistance.
Conclusion
Whether through our support portal, email, or your dedicated account manager, we're here to assist you. If you're unsure of the best way to reach out, the support portal is always a great starting point. Our team is dedicated to providing you with the support you need to ensure your website's success.
For any questions not covered here, please don't hesitate to reach out through our support portal or the provided email address.