Timing is everything
Our support team is on the job during business hours, Monday to Friday in most countries, with emergency cover outside of those times.
We have staff in the Americas, Asia and Europe so there is almost always someone awake and online.
Our aim is to respond within 24 hours of a ticket being opened; and to close tickets within three working days. Non-emergency tickets filed over the weekend should have a response the following Monday; with public holidays, the following work day.
How do I get support?
Visit our secure support help desk at https://support.performancefoundry.com and search for an answer to your issue. If you can’t find it, then you have two options:
1. Email firstname.lastname@example.org
2. Hit the New ticket / Contact Us link
Email email@example.com any time – the email subject line becomes the title of the support ticket, so please make it descriptive.
How to get the best support possible
Our support team loves to deliver quick, accurate answers. To help us do this, please:
1. Submit one issue per email.
If you submit more than one issue per email, it’s easy for something to get lost. For every new question or issue, open a new ticket with a distinct subject line and we’ll be able to track it to completion. Sending five emails (and therefore opening five tickets) is better than sending one email with five issues.
2. Write clear subject lines
Whether you send an email to firstname.lastname@example.org or you use the helpdesk, a good headline helps. Write a succinct and clear subject line that briefly describes the issue or question.
- “Facebook sharing not working on posts” is much easier to understand than “Quick FB question”.
- “How do I update the sitemap?” is better than “Issue”.
3. The more details the better
We want to answer your questions as quickly as possible, and with as few emails back and forward as possible. To help us do that, give us as much information as you can about the problem.
Key details for all questions or issues:
- Your website, especially if we manage multiple sites for you.
- Details about what page or page type the issue is happening.
- A description of the issue that we can use to replicate it.
- What you want done about it.
“The facebook button on my site isn’t working” could be better described as,
“The Facebook sharing button that floats on the left side of blog posts on mysite.com isn’t working. When you click it, nothing happens. I can get it to work on Safari on my 15″ Mac laptop, but it’s not working on my iPad. Can you please get this working this week?”
This example clearly explains what isn’t working (Facebook button on left side of blog posts), how it’s not working (nothing happens when clicked), and what browser or device it’s not working on. This allows us to get to the root of the problem quicker.
We’re here to ensure you can reach your maximum performance without your website getting in the way. By filing clear, individual support tickets, we can make that process even smoother.
How much support can I get?
We’ll do our best to give you all the support you need, but fair use applies! You can ask as many questions as you like, but some questions do take time to research and answer to a standard we’re happy with, which may lead to delays if you ask several questions at once.
In the hosting page, you’ll see the amount of “small fixes and changes” time outlined in the inclusions table: one hour for sites on Foundation and Standard packages, and two hours for sites on the Plus packages.
If troubleshooting requires development time (i.e. we’re digging into your site to fix an issue, not just replying to a question in the helpdesk), we include that in your time allocation.
However, if there’s something wrong we certainly don’t stop support! We want your site to be functioning well, just like you do.
Changes can include code edits to your site, adding plugins, changing settings, adding redirects etc. This is the kind of non-essential work that can either be rescheduled to the next month if we’ve already used up your time for the month, or you can purchase some additional development time if you’d like to get moving on the change straight away
If you request a small change that can be completed in under five minutes, we’re likely to go ahead with it even if we’ve already used up your time for the month, depending on developer availability.