Following this 3 simple steps would save you a lot of time and lead to a faster resolution of your website issue or request.
1. Be Clear
To help us help you, please be clear with your website issues or support request. Here’s an example email for a website issue:
Subject: Send a refund to a customer
Urgency: High, Medium or Low Priority
Body:
A customer is requesting for a refund. How do I do the following:
1. Check how much was charged?
2. Send a refund?
Here’s the link to the customer profile: http://example.com
We can only start working on your request when we are 100% sure of what you need. When you’re clear with your request, you’ll also save a reply email from a confused support team member. Win, win!
2. Be very detailed as possible
Nothing will get your issue resolved more quickly than providing as much detail as possible in your first support request.
Our team are eager to help out and we need a little more information before we start working on your request.
Here’s a list of things to consider when crafting your initial Website Support ticket. We’ve categorized it into 2 so it’s easier for you.
You can simply copy paste this on the email your about to send and answer the questions relevant to your support request. If these questions does not cover your issue, giving as much detail as possible would really help us in finding a solution.
Website Issue/Problem
- When exactly did you first notice the problem?
- Have any changes been applied to your website recently?
- Can the issue be replicated on multiple devices?
- Is your problem happening in one browser, or all of them?
- Do you see any specific error messages?
- Send screenshots and/or video of the website issue
Website Requests
This can be any of the following:
- Website changes/updates
- Feature request
- Print and Poster request
1. What do you need?
2. Description of what you need. Include links, screenshots, inspirations and copy (if print)
3. Budget
4. When do you need it?
5. Urgency: High, Medium or Low Priority
3. Be patient
Checking in while you wait takes developer time and effort away from a fast resolution. When you have an urgent task that you’d like to prioritize, simply indicate it as Urgent: High Priority in the subject line.
We will give you a rough timeframe for task completion. If a request takes less than 30 minutes to complete, we can get this completed within 2 to 3 working days if it’s included in the client’s maintenance plan.
Estimated timeframes for delivery
With a maintenance plan:
Print: 2 weeks
Web small change: 2 – 3 days
Web custom change: 3 weeks +
Without a maintenance plan:
Print: 4 weeks
Web small change: 2 weeks
Web custom change: 4 weeks +
How much will a website request cost?
With a maintenance plan:
Without a maintenance plan:
$110/hour or $400 for 4 hours
All prices are GST exclusive.
How do I pay?
Once we have all the details to start the request we’ll send you an invoice.
- For jobs less than $1000 we require full upfront payment.
- For jobs over $1000 we require a 50% deposit to begin and then 50% prior to final delivery.
- We prefer bank deposit but can accept credit card or Paypal.