Support

Hi Everyone!

With Jen going on maternity leave for the next few weeks, I thought it would be good to explain how our support works to avoid any complications while I am on my own.

First Step:

Check the knowledgebase. Chances are the issue you are having is not new and we have an article on it. All of our support articles are public; you do not need a username or password to view them. Click on “Knowledgebase" on the support main page.

You can either browse by category or you can enter the topic, such as email, in the search prompt on the bottom right corner. This will pull up all articles pertaining to your topic.

Second Step:

If you cannot find anything in the knowledgebase that helps you or you are having trouble understanding the article, submit a ticket. Let us know what you didn’t understand so we can fix the article or let us know what is missing so we can create an article.

When you submit a ticket try and give us as much detail as possible. Any error messages you are receiving, what the page is actually doing, even giving us your links and login information will speed up the process. We would love to have all of your information memorized but we are not that good. ;-)

Also making every ticket you submit urgent or high priority will not speed up the process for you. Please use the following to prioritize your tickets to help ensure the system works as smoothly as possible:

CRITICAL, EMERGENCY, URGENT, AND HIGH PRIORITY- please use this ONLY if your site is not loading, you have been hacked, or the server is down
LOW AND MEDIUM PRIORITY - all other tickets

Please note that we try to respond to tickets within 24 hours M-F - usually much faster - no matter what level the priority is set as. :-)

Phone Calls:

Our Phone number is available for clients; however we ask that it only be used in case of emergency, as described above. We are able to answer and debug issues much faster when they are submitted in ticket form and often the phone is an unreliable way to get a hold of us because we do not share an office and I am the only one who gets the phone calls. Tickets are more visible and will be answered faster since both of us check the tickets.


If it is easier for you to learn by having someone walk you through the admin over the phone let me know and we can set up an appointment; this will be difficult while I am on my own but I will try to make time.

Nights and Weekends:

We are available to all of you Monday through Friday 9 a.m. to 5 p.m. MST so please try to keep tickets to a minimum on off hours. We do monitor the servers over the weekend and are available in case a server is experiencing issues or sites are not loading; however all other tickets/issues will be responded to on Monday.

While Jen is gone taking care of herself and little Rusty after what has turned into a complicated last trimester, I would very much appreciate all of your patience. Remember I am on my own, even though Jen is threatening to login from the hospital because it has Wi-Fi. Please help me in letting Jen have her maternity leave by following these steps and emailing me (jamie@portfoliositez.com) instead of her.

Thanks and wish Jen luck!
=) Jamie