Our response & completion times can vary depending on the time and day your support ticket is submitted.
During our business hours, our response time to tickets is usually within 1 business hour to alert you that we are looking into your request. Most small tasks will be completed within a 8 business hours, but usually much faster (within 1-3 hours), especially if it is a priority/urgent task.
Although you can submit as many tasks as you wish, you will have a single developer that will work on them one at a time.
It may take a little longer (1-3 business days) for us to complete more complicated tasks/changes, or if you send us multiple requests at once. In most cases, we can complete anywhere between to 1-3 tasks per day, per website.
Our enterprise plan (and higher) includes “priority support” and usually sees most single-request tickets completed within a few business hours, or the same day (if sent within our business hours), but may be longer in some cases, depending on the size of the task.
These times are estimates and are based on a single task/request. Several tasks will be broken up as multiple tickets, and therefore may have a slightly increased completion time. We will let you know if a task may take longer than usual.
If you have an urgent update/change for your website, you can set your task status as urgent, and we’ll try to complete it a little faster for you.
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