How to request support?
IN A NUTSHELL
Follow those procedures to log your support requests.
Read more about our SLAs to understand when your request will get resolved.
Fill in the support form marameodesign.com/support 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!
Please fill in this form marameodesign.com/sos 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.
How can I make sure I craft useful support tickets?
Additional details on support requests
I’m glad you asked!
To make sure we are on top of your requests, please help us follow those simple instructions.
Don’t email us personally
ALL requests should go through the support helpdesk. This helps us to properly assign the task, track the task, and get it done.
The subject of the email should give a brief explanation of the issue or request. “Hi” or “Need Help” is a bad subject. “New image in header” or “Authenticated user error” are good subjects.
The description should include a detailed description. The more details you give us, the better we can help you!
Include a screenshot
Pictures speak louder than words, add a screenshot of your issue and we will forever love you.
If we manage multiple sites for you, please add In the first sentence of the email which website is it for.
Don’t create multiple tickets
Try to reply to the email thread when discussing the same issue. Don’t send separate emails for the same issue as that just con
Don’t piggy back issues
Each issue should have its own email/conversation. Create a new email for each request.
Once an issue is closed – responding to it will reopen the ticket. PLEASE only respond if you intend to reopen that same ticket.
When my request will get worked on?
TIMEFRAMES AND SLA
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.