Get Support

Get Support

{get the support you need}

How to Get Website Support

For Current Clients

If you are not a current client please contact us here to discuss our web support services.

Create Support Ticket

Use the form below to instantly create a support ticket

Send an Email

Send an email to [email protected]

Call Us

703.662-5792
Monday – Friday
9am to 5pm

Schedule a Meeting

See our availability in real-time and schedule a time to meet that works best for you.

Support 101

The SUPPORT TICKET system is the best way to receive support

  • We have developed a system by which we have 24/7 coverage of the SUPPORT TICKET alerts.
  • Some clients still prefer to send emails to our personal email accounts or call our phones. These are fine methods of communication but do not create the real-time alerts that the SUPPORT TICKET system does; in turn, our response time may be slower.

Note: We do not accept support by text, our phone system simply does not support SMS.

Can you just have our cell phone numbers or add us to Slack?

We understand that in this instant communication age that having to send an email, especially during an urgent situation, can feel slow. However, we have built our support system so that this channel is always monitored, ties into our billing system, and keeps an accurate client activity history. This also allows our team to balance ongoing work with urgent/high-priority requests.

What Happens When You Create a Support Ticket

By submitting a ticket using the form below or sending an email to [email protected] the following things happen:

  • It alerts our team 24/7 of your issue
  • It sends us an email
  • It dings our watches
  • It dings our phones
  • It dings our tablets
  • It dings our computers
  • It keeps a complete history of an issue
  • It correlates to our billing system

Instant Notification

Because of the instant notifications that occur 24/7/365 the support ticket system is by far the fastest and best way to get our attention. When a ticket comes in we run a triage of sorts on it, handling urgent situations to the best of our ability while getting all standard support requests into our work queue.

Multiple People are Notified of Your Issue (24/7)

This system notifies multiple people and there is always coverage when one team member is not available. This system also ties into our billing system so we can honestly and transparently track all billable efforts on our client’s behalf.

A Complete Issue History

By utilizing the support ticket system we have a complete history of every issue we work on for you. Our records go back over 10 years at this point and this has proven to be an incredible resource when supporting websites over multiple years.

Better than Email

At the end of the day, this system is an email system. If you send an email or fill out the form below, you will receive a confirmation email. All future communications from you or our team will continue on that thread. All you have to do is reply to those emails. This system also alerts us of all updates unlike email, which is only checked a few times per day.

Support Ticket “Rules”

  1. “Urgent” issues are considered to be those that have to do with down websites, security issues, or the malfunction of critical website features that may need attention 24/7.
  2. “High Priority” issues are tasks that you would like us to get completed as quickly as possible during normal business hours but are not critical to the functioning of your website.
  3. “Normal” issues are those that we are to work on in our normal work queue, always aiming to get things done as quickly as possible.
  4. One issue per ticket. Please open one ticket for each unique issue to help us stay organized. Replying to an old ticket with a new issue becomes disorganized and if sending a high-priority issue on an older lower-priority ticket it will not be recognized as a high priority.
  5. Use the support ticket system. Sending emails to our personal accounts is OK but you will not receive support in as timely of a fashion.

You Skipped Just About Everything on This Page, Didn’t You?

That’s OK we have a TLDR version just for you:

Fill out the form below or send an email to [email protected] to contact us 24/7.

Create a Support Ticket

This form is for NEW ISSUES ONLY. If you already have a ticket open for your issue simply reply to the email you received with that ticket number. We will be alerted.

Schedule a Meeting

See our availability in real-time and schedule a call that works for you. A Zoom call and calendar invite will automatically be created.

Don’t worry if you are camera shy, we can just do voice – your call.

 

Project Management, Client Relations & Planning

Ritz Penaranda

Book a call with Ritz to discuss new tasks and projects, and check on current projects and/or other support issues.

Book Meeting

Technical Consult and Planning

Shane Larrabee with Coffee Mug

Book a call with Shane to discuss the technical details of a project. As a developer, Shane can get as nerdy as needed to discuss custom applications, API’s and other development issues.

Book Meeting

Consulting rates may apply depending on a support plan