30 Minute Support & Edit Request Guidelines

📥 You may submit unlimited Tech Support requests whenever you encounter an issue or a question related to your website, marketing tools, etc.
 
We’ll spend up to 30 minutes researching and/or resolving the issue free of charge. If we cannot resolve your issue within the allotted 30-minute timeframe, we’ll respond with the results of our research and a recommendation for resolving the issue.
 
You’ll have the option to add and prioritize a new Feature Request to implement our recommendation.
 
Use the form linked in your portal or your custom email address to send your requests. 

In order for our team to be as efficient and accurate as possible, there are a few guidelines we’d like to share with you.

🌱 Send each request as a separate email or form submission.

Please do not send a list of issues to be resolved or questions to be answered. When there are multiple issues in one request, it can create a bottleneck and have a negative impact on our efficiency.

🌱 When sending via email, the subject must include your domain and a simple description that captures the essence of your request.

Here are a few examples of perfect subject lines:
  • yourdomain.com – Product image displayed incorrectly
  • yourdomain.com – Automated email did not send

🌱 Include as much information as possible.

Things like screenshots, detailed descriptions, error numbers, videos, steps to reproduce the issue, etc. — the more information you include in your request, the better. This reduces back and forth for questions and ensures our Client Care Team can complete you request quickly and correctly!

🌱 Lead with a little kindness!

Remember, there are actual humans receiving your requests and working hard to keep your website healthy and looking great. A kind greeting or word of appreciation can go a long way!

Client Care Team Schedule

Monday
Tuesday
Wednesday
Thursday
Friday
📨 Email Requests Logged*
📨 Email Requests Logged*
📨 Email Requests Logged*
💻 Weekly software updates and website check
✅ Requests completed in the order logged**
📅 Post/Email Scheduling
*Requests submitted via the form in your client portal are logged automatically
**Urgent requests with a desired delivery date may be worked outside of this schedule subject to team availability. Please allow at least 2 business days for these requests.
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