What We Consider Urgent
If you’re a small business owner – everything is urgent. There’s always a phone ringing, a high-priority email, or a client with one more question before placing a big order. We get it. That’s our day-to-day, too.
However, some features of your website are truly essential. We understand, so we want you to know which issues will jump the line of our support tickets.
In short: If it’s essential to doing business, we consider that an urgent request. This includes anything that affects your ability to have cash flow or lead flow.
These support tickets will receive urgent attention:
- Website down
- Website hacked
- Malware
- Viruses
- Insecure site
- Lead generation stops flowing
- Credit card or payments stop processing
- Domain Name Services (DNS)
- Setting Misconfigurations
If you have one of these problems, here’s what to do:
Step One: Submit a support ticket right away. You can do this by sending us an email or by logging in to your account and submitting a short form.
Step Two: Once you send the email or complete the form, you’ll get an auto-reply confirming that we received your support request. That auto-email will include a link asking, “Is this an urgent request?” Click on this link to let us know this is urgent. That’ll make sure it jumps to the front of the line.
- Fun fact: When you click the urgent link, we get notifications through three different systems. It’s like the Batman signal, only more efficient.
Step Three: We’ll reply within 12 business hours – either the same day or the next day if the urgent request comes in overnight. We’ve got you covered.
When your website has been hacked, it’s terrifying. Your business is on the line. Know that you’ve got help in your corner when you need urgent support. That’s Worry-Free Website Support.