Do you really offer unlimited support? How is this possible?
Yes, we offer unlimited small jobs and communicate with your clients under your brand. Individual tasks are limited to approximately 30 mins each but there’s no limit on the number of tasks your customers can send. We’re able to do this because this is all we do — All day, every day. We can resolve most tasks very quickly since we see similar issues across hundreds of customers. And while some customers send more support requests than others, the average number of tasks per customer is very manageable.
What types of tasks are included?
What if a task takes more than 30 minutes?
If we estimate a task to take more than 30 minutes, we’ll let you know so you can take care of it in-house or address it however you prefer. We do offer Medium (approx. 1 hour) and Large (2 hours) one-off tasks that you can purchase as needed.
What are your hours and response time?
We strive to complete all tasks within 8 business hours but it usually happens MUCH faster. Our business hours are currently Monday through Friday, 9-5pm ET but we hope to be 24/7 as soon as possible.
Where is your support team located?
All of our Happiness Engineers are currently located in the US and are full-time employees.
How do our clients send you support requests?
By email, using an email address that you choose. We provision a mailbox for you in our helpdesk system that is configured to send and receive email using one of your own email addresses, eg. email@example.com. You configure this email address to forward automatically to an email address unique to your mailbox, which we’ll provide.
What is the on-boarding process for new client sites?
When you signup or add additional sites to your account, you’ll fill out a form to provide both WP admin and FTP credentials for each site. When we received this information, one of our happiness engineers will log into the site to install our plugins (2), connect the site to our remote maintenance system, perform a manual test of the remote backup process, install a file to facilitate the daily server-side security scans, and manually perform any outstanding core/plugin updates.
Will we be able to see the correspondence between you and our clients?
If you choose SMTP for email delivery and you’re using Google as your provider, all sent emails will appear in the Sent folder of that mailbox. Also, we can configure your mailbox upon request so that all outgoing replies are cc/bcc to a specific address.
Can we auto-forward tickets from our project management tool or another help desk system?
Unfortunately, this will not work reliably. We want to make sure all requests are received and the tasks are clear. We ask that you forward directly from an email account instead of a 3rd party system.