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Normal support hours are provided from 8:00am to 5:00pm, Monday through Friday, Pacific Time. You may call, email, or submit a support ticket to get support. Normal response time is dependent on the level of severity for the issue. For downed websites we will attempt to defend and repair the website within a few hours. For lesser issues tickets are usually resolved within one or two business days.
Support generally includes maintaining existing software (plugins) built by other companies. Since we did not create the software we can’t guarantee the software will run bug free and without errors. In the event of issues we will troubleshoot to determine the underlying issue. Once this has been determined we will contact the software vendor for a solution. If support is limited we may not be able to resolve without custom programming or enhancing the website.
Urgent or Emergency After Hours Support
Urgent issues requiring a response within a few hours or after hours support is not included in this plan. After hours support can be obtained by emailing firstname.lastname@example.org. A technician will assist as soon as possible. Response time is not guaranteed although we are generally able to respond quickly. Urgent and after hours support that is client induced will be charged hourly, currently $200/hr.