Q: “How do I submit a support request?”
Already a website or hosting client of ours?
Email support@creativeq.co.nz 24 hours a day, 7 days a week, 365 days a year.
- In the subject line use the website name and summary of the issue
- In the email include a numbered list of issues, complete with screenshots
- Short video clips can also be useful using free screen recording software such as screencast-o-matic.com or Loom.com
Q: “How do I submit an URGENT support request?”
- For urgent requests (eg website outage), include the word **URGENT** in your email subject line. Also send a txt to 021 128 5046 (Sheldon’s mobile)
- Our systems automatically detect most outages but it can be helpful to get your report on what you are experiencing
Q: “When can I expect a response from the support team?”
Our policy is to acknowledge (and often, action) your request in 1 – 24 hours. Time to resolve is dependent on:
- Current workload and priorities for our team
- Complexity of your request
- Urgency of your request
- Eg 24 to 48 hours for simple requests at low priority
- Eg 1 – 8 normal working hours for urgent requests
Q: “When does the free support cross over to chargeable support?”
- Agencies / direct clients that host their sites with us get up to 15mins worth of minor website updates for free every month (be aware that any unused time doesn’t accumulate as we allocate this time to regular maintenance tasks)
- If you are concerned that the task may take longer than that, you can ask for an estimated cost to be provided first. Once you provide the green-light to proceed, the task is added to our queue to be actioned
- To provide you with the fastest service, if you don’t ask for an estimated cost ahead of time, our policy is to go ahead with the task and invoice you at the end of the month
