ALL new requests, questions, estimates and non-task specific related communications must be directed to: support@managedwp.rocks there is no need to CC our agents, the admins get copies in their inboxes of all tickets coming in, doing so clogs all mail boxes.
You may originally submit 1 request with different items, but that request WILL be broken down on separate tasks when moved to the project management system and the original mixed request (ticket) will be closed.
Replying to an existing request (ticket) with different conversation or request not related to that particular task may cause your message to get automatically attached to an already closed ticket and get buried or lost (This is systems limitations). That is why we urge you to send separate requests for each issue.
PROCEDURES:
New requests and general communications must be sent to support@managedwp.rocks
Managed Services
Hosting & Managed Support Request: support@managedwp.rocks
If your Support Request (AKA Support Ticket) is about your hosting or managed service; e.g. questions and small issues, our agent will check the problem and will provide an answer for you. If the issue requires additional work to be done e.g. change of settings to your site, installing additional plugins, site responsiveness, etc. our agent will provide you a cost estimate on the fixes. If the fixes are approved then the ticket is turned into a task in the project management system and all future regarding communications will happen within the task.
Web Services
Estimate Request: support@managedwp.rocks
You may submit your Estimate Request (AKA Support Ticket) is non-hosting related eg. Web Design, Website Changes and fixed, Marketing Campaigns, etc. our agent will provide you with a cost estimate. If the fixes are approved then the ticket is turned into a task in the project management system and all future regarding communications will happen within the task.
Support Desk Process:
New Request / Ticket comes in to the Support Desk
Request is review, categorized, assigned
Response provided by the Agent with answer or the Ticket is moved to the Project Management System in the form of a Task.)
Project Management System Process
You may communicate with us on any particular task by replying to a particular support request email or by writing to support@managedwp.rocks.
When a support ticket is turned into a Task, this one is assigned to the tech agent who will do the actual work, this person gets email and visual notices when a new task is assigned or when comments and changes are done to it.
Keeping communications within our support desk ensures that any comment about it goes gets redirected to the agent who is actually working on it.
Any communications or comments sent to personal emails addresses will be routed to our support system and may take longer to be viewed by the tech agent working on your task.
INSTRUCTIONS EXAMPLE:
Describe as detailed as possible in order to save you time & money:
1. HOME PAGE:
1.1 Add text to .....
1.2 Add Button link to.....
2.ABOUT US PAGE:
2.1 Change header text ....
2.2 Add BIO and Picture....
ETC.
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