Website Support FAQ

Response time and communication to expect:

1. When you email a support ticket in you will receive an automated response right away, if it is submitted correctly into our system.
2. Within 2-6 hours you will receive a first response email from a WordPress Engineer that we have opened the ticket, we are looking at the complexity of it and will let you know when it has been resolved.
3. Within 24-48 hours you will receive a resolution email with the changes made on that ticket.

We work on one ticket at a time in the order they are received to avoid any issues that may arise when multiple people are working on the website at the same time. If there are multiple tickets in the queue we will start a new ticket only when the previous one is resolved.

If the request is complex and we need more time, we will let you know if it is outside of that 48 hour window.

Important to note:

• Please create one support ticket per task (not a list of unrelated tasks in one email).
• When submitting a support email ticket, please provide as much info as possible (guide below). If the support request is unclear and a team member needs to reply to ask a question/get clarification, it can add a lot of time before getting resolved.

Included in 24/7 support:

Support tickets can be created for edits to content, changing plugin settings and CSS adjustments.

Examples

• Included: You want us to change out the logo or image with one that you provide.
• Included: You want us to add a new page or product to your WooCommerce store (for which you’ve provided all needed content).
• Included: Request a new feature and we will look for a plugin and do installation/configuration.
• Included: You want us to install and set up a plugin to use its built in functionality.
• Included: You want us to take the text that you emailed to us and use it to replace the current content on your About page.
• Included: Sales reports on request.
• Included: Add code from 3rd party service to the site header (eg Facebook pixel code, Google tags code etc).

Not included in 24/7 support:

Requests that are not included are custom development (PHP, plugins, themes, etc), updating custom code, graphic design, PSD to WordPress, creation of content or building out a new website or subdomain, or anything outside of your WordPress site.

Examples

• Not included: You want us to edit your logo image.
• Not included: You want us to create a custom checkout process for your WooCommerce store.
• Not included: You want us to create new functionality that doesn’t exist in a plugin. (This would require custom development.)
• Not included: You want us to write content for or design your About page.
• Not included: Hosting or domain changes.
• Not included: Testing or setup of 3rd party services (eg Stock Sync or Cloudflare).
• Not included: Downloading paid plugins from 3rd party websites (to be provided by the client).

We will be able to help with requests that are not included at an hourly rate.

Providing as much information as possible to your requests prevents us from having to ask follow-up questions, saves everyone time, and allows us to perform the edits more quickly and efficiently!

Please include the following in your requests:

1. Use Loom or include screenshots

This is super helpful for our technical team. When you send images of exactly what’s wrong, we can nail down exactly what needs to be done.

UNHELPFUL: “I need the attached image added to my blog post!”
HELPFUL: “Please add the attached image to my blog post (influxonline.net/this-specific-blog-post/) and see the directions below to put it in the right place. Thanks!”

2. Add a descriptive subject line

It’s best to include high-level details in your subject field so that we’ll know exactly where to go to make the changes you want.

UNHELPFUL: Subject – (No subject)
HELPFUL: About Us page needs realignment

3. Be as specific as possible

Include as many details as you can when you’re giving us edits or tasks to complete, for example, explain what the problem is in as much details as possible, what your desired outcome is, and what you have tried, if applicable. That way, we know exactly what needs to be done. 

UNHELPFUL: “My website has some spelling mistakes. Please fix them all ASAP!”
HELPFUL: “My About Me page has the word “WordPress” in it but it should be “WordPress” with a capital P. Please change that when you can!”

4. Include the browser or device you’re using

This will help us to troubleshoot the issue and fix it faster. If we’re looking at your website on Chrome but your issue was on Firefox, that’s something we need to know.

UNHELPFUL: “My website’s header looks funny! Please fix it!”
HELPFUL: “The background color of my header looks a little off. I’m using Google Chrome on a tablet. Please fix this when you can!”

5. Include links to where changes need to be made

This way, we know exactly what page you’re referring to and can go right there when making any necessary edits.

UNHELPFUL: “One of my blog posts needs a featured image. Please add one!”
HELPFUL: “This blog post needs a featured image. Please add the attached one: influxonline.net/this-specific-blog-post/”