Understanding Our Urgent Support Ticket Policy
At Well Dressed Walrus, we understand that for small business owners, many issues can feel urgent. The constant demands of a ringing phone, crucial emails, and pressing client needs are a familiar part of our own daily operations. We recognize that your website is a central hub for your business, and certain functionalities are absolutely critical to your success.
To ensure we address the most impactful issues swiftly, we have a defined process for handling Urgent Support Tickets. This article outlines what constitutes an urgent ticket and the steps you should take when you encounter such a situation.
What Qualifies as an Urgent Support Ticket?
In short, an urgent request is anything that directly affects your ability to generate revenue or leads. These are the issues that can significantly disrupt your business operations and require immediate attention. Examples of urgent support tickets include, but are not limited to:
- Website Down: Your website is completely inaccessible to visitors.
- Website Hacked: Unauthorized access or modification of your website.
- Malware or Viruses: Suspicious software affecting your website's functionality or security.
- Insecure Site: Issues with your website's security certificate, displaying warnings to visitors.
- Lead Generation Stops Flowing: Critical forms (e.g., contact forms, quote requests) are not functioning.
- Credit Card or Payments Stop Processing: Customers are unable to complete transactions through your website.
- Domain Name Services (DNS) Issues: Problems preventing users from accessing your website via its domain name.
- Setting Misconfigurations: Critical website settings that are preventing essential functions.
What to Do When You Have an Urgent Issue:
If you are experiencing one of the problems listed above, please follow these steps to ensure your request receives immediate attention:
Step One: Submit a Support Ticket Right Away.
You can initiate a support ticket through either of the following methods:
- Email: Send us an email detailing the issue.
- Account Login: Log in to your account on our website and complete the support ticket form.
Step Two: Mark Your Ticket as Urgent.
Once you have submitted your support ticket via email or the online form, you will receive an automated reply confirming receipt of your request. Within this auto-reply email, you will find a link asking, "Is this an urgent request?" Please click on this link to designate your ticket as urgent. This crucial step ensures your issue is immediately flagged in our system and prioritized.
(Fun Fact: When you click the urgent link, our team receives notifications through multiple independent channels. This robust system ensures we don't miss your critical alert.)
Step Three: Expect a Prompt Response.
We understand the critical nature of urgent requests and are committed to providing a timely response. You can expect a reply from our support team within 12 business hours of marking your ticket as urgent. For urgent requests submitted overnight, we will respond by the end of the next business day.
We know that discovering your website has been compromised or that essential functions are failing can be a stressful experience. Please be assured that when you require urgent support, our team at Well Dressed Walrus is here to help. Our Worry-Free Website Support is designed to provide you with the assistance you need, precisely when you need it most. Thank you for partnering with us.
