Upon receiving a ticket, our support team evaluates and assigns it based on the nature and urgency of the issue. Common ticket categories include:
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Site Down: Immediate action is taken regardless of time or workload. This includes scenarios where critical functions, such as e-commerce capabilities, are entirely inaccessible.
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Key Site Function Not Working: High-priority issues where essential features are malfunctioning. The support team initiates immediate troubleshooting and may escalate to our development team if necessary. Resolution times vary, but we strive to provide status updates throughout the process.
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New Feature Request: Requests for features not currently implemented on your site are forwarded to our development team. We provide a quote and estimated timeline within 2-3 business days. Upon your approval, development commences as scheduled.
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Training Request: Inquiries about site functionalities are addressed within 2-3 business days, offering specific instructions or screencasts to guide you.
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Content Updates: Submissions for adding or modifying site content are queued accordingly, with completion timelines communicated, typically within 5 business days.
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Duplicate Tickets for Existing Issues: Multiple submissions regarding the same issue are consolidated to streamline communication and resolution. To avoid delays, please reference existing tickets when providing additional information.