How to request support?
Requesting support from our team is simple and straightforward.
We are just an email away.
IN A NUTSHELL
How to request support?
Follow those procedures to log your support requests.
Read more about our SLAs to understand when your request will get resolved.
Standard Requests
Fill in the support form or click the “Create a ticket?” button in the admin dashboard of your website.
- The subject should briefly explain the issue or request
- The description should include a detailed description, including a screenshot. The more details you give us, the better we can help you!
For Emergency
Please fill in the emergency form if:
- Website is offline/down
- Website seems to be hacked
- The main website functionality is not working
Everything else, it is a normal request – no matter how urgent it is.
ADDITIONAL DETAILS ON SUPPORT REQUESTS
How can I make sure I craft useful support tickets?
I’m glad you asked!
To make sure we are on top of your requests, please help us follow those simple instructions.
TIMEFRAMES AND SLA
When my request will get worked on?
All standard requests are scheduled depending on the SLA outlined in your support and maintenance contract.
For clients without an SLA in place, we process them first come first serve orders. If you need the task to be completed by a certain date or is urgent, please do let us know and we will try our best to accomodate your needs.
Generally speaking, we will be able to complete your requests between a few hours and a couple of days, depending on the complexity and if we have all the required informations.
What about emergencies?
We put a very high priority on true emergencies, that’s why we have a completely different process to lodge those requests. The whole team gets SMS on our mobiles no matter what time it is. Please use this form only when it’s a true emergency.
Those will be worked on immediately and you will see a resolution in a matter of minutes/hours, depending on the issue.
We reserve the right to determine if it is truly urgent – and to charge an appropriate hourly rate for “emergencies” for clients without an SLA and support and maintenance contract in place.
