Support Policy
Introduction
The purpose of WP Support Gurus’ Help Desk and Ticketing System is to provide support to facilitate several support processes. Users will have the ability to submit Pre-sale Questions; IT Support Requests, General Questions, and Tickets that are attached to Support Orders.
Procedures
Support Portal: https://wpsupportgurus.com/support
Ticket Logging: Tickets can be created using our easy to use ticket form.
Ticket Updates & Communication: All ticket related communications will be conducted via the support portal and logged.
Ticket Completion: Upon completion of a ticket, users will be notified and will have the option to re-open closed tickets if needed.
Escalation Point of Contact: In the event that you would like to escalate your ticket, please send an email directly to [email protected].
Priority Levels
Critical tickets may prevent a customer from working or cause other devastating consequences. These tickets are often worked first or passed to a senior team member.
Example ticket matters:
- Critical system is down
- Little to no functionality
- No workaround
- Data corrupted
- Many users affected
- Regulatory or legal implications
- Password Resets
- Classroom session is interrupted
High priority tickets may affect multiple staff members, customers, or departments.
Example ticket matters:
- Functionality Restricted
- No workaround
- Several users affected
Medium priority tickets may affect a limited number of departments or customers. Customers may be able to continue work by applying a workaround.
Example ticket matters:
- Basic functionality with some restrictions
- Workaround available
- One or more users affected
Normal priority tickets affect only one or two customers and may present an inconvenience, but do not impede work.
Example ticket matters:
- Minor problem
- Functionality unaffected
- Cosmetic design or annoyance
- Grammar / copy correction
- Page additions
- Content change
DISCLAIMERS
- Response hours are calculated in business hours in Eastern Standard Time.
- Any materials, templates, screenshots, and information provided will be stored securely and can be exported or erased at your request.
- In addition to this Support Policy, you are agreeing to our Privacy Policy and Terms & Conditions.