When you submit a support ticket, the next steps depend on what type of request you're making. Here's what to expect for different situations:
Website Issues
Step 1: Investigation (No Approval Needed) Initially, we spend up to around an hour investigating your issue to understand what's wrong and determine the best path to resolution.
What Happens Next:
- Quick Fixes: If we can resolve the problem in around an hour, we'll fix it right away and follow up with the details.
- Larger Fixes: If it requires more time, we'll share an estimated time required to resolve the issue, then confirm your approval before proceeding.
New site feature or Change Request
Step 1: Gather Information Let us know what you’re interested in doing. If needed, we'll schedule a call to discuss your vision and clarify any questions.
Step 2: Providing Estimates Once we understand exactly what you need, we'll send you:
- Design estimate (if custom design work is required)
- Development time estimate and cost
- Project timeline
Step 3: Design Phase (if applicable) After you approve the estimates, we create the design first and send it to you for approval before moving forward.
Step 4: Development Once the design is approved, we begin building your page or website.
Step 5: Review and Launch We'll send you the completed work for review. After you approve it, we make it live on your website.
Why This Process Works
- For issues: The 1-hour investigation helps us give you accurate estimates and often solves simple problems immediately
- For New site feature or Change Request: Getting all details upfront prevents surprises and ensures we build exactly what you want
- For everyone: You always know what to expect and approve costs before any major work begins
Questions About Your Ticket?
If you're unsure which category your request falls into, or if you have questions about the process, just ask in your ticket. We're here to guide you through every step.