What is a support ticket?

Rather than trying to measure everything in either dollars or hours, we wanted to simplify the system and just refer to tickets. A ticket can include issues and faults, content changes/additions and queries. There may be additional tickets created to track other items on your plan such as performance tuning and SEO tuning, but these don’t count towards your ticket quota for the month. 

How much do I get for one ticket?

One request is equal to one ticket unless we believe the request in question will take considerable effort to perform. For example, a change to an existing page will be one ticket and use one ticket. However, if you request a change to two pages in one request, then this would consume two tickets. Likewise, if there is a support issue with the site, this would consume one ticket. Generally, most things are only one support ticket and we will let you know if it will consume more than one ticket and why. 

What are your Business Support Hours

We only respond to support issues between Monday to Friday, 9 am to 5 p Australian Eastern Daylight Time (AEDT) – excluding public holidays. However, there will be times when we will work outside of these hours in order to perform maintenance or changes on your site. For example, deploying updates that involve a disruption to services are generally done overnight whilst your website usage is low. 

Can I change my plan?

You can change your plan up or down to suit your needs. If you require more support in one month and less the next, you can change your contract up and down as you go up to a maximum of three changes per calendar year. If you change your plan mid-month, your existing plan will continue until that month expires and then the new plan will take effect. 

Do unused support tickets accumulate?

A certain amount of support tickets are only provided each month and do not roll over into the next month. If you find you are consistently not using all your support ticket quota, then you could consider lowering your plan. Remember though, that higher plans also include more tuning and pro-active maintenance and if you lower your plan you may stop receiving other maintenance activities.

What is substantial plugin support?

Most plugins provide minor functionality to a WordPress site, but some require substantial expertise and effort to support. There are also thousands of WordPress plugins in the marketplace and we may need to spend additional time understanding it if we have not encountered it previously. Examples include LearnDash, GEO Directory, and WooCommerce. We will identify these plugins during discovery and let you know upfront if we believe these require substantial plugin support.