How To Request Support or Website Changes
Post-launch clients, please don't send support requests to my general inbox (which is email@example.com), as I can't track or manage issues effectively from that account. If you have a question, be sure to check the knowledge base first.
Ticket Priority and Costs
Your support request will fall into one of these three categories.
Must have '911' or 'Emergency' in the subject line so I can identify it more quickly. Emergency tickets are limited to severe issues that prevent you from conducting business. If you need a non-critical change made immediately, choose the Rush option below.
This is a new option for those who don't want to wait for my Monday/Friday support schedule. The fee is $100/hour with a 30 minute minimum. I can't guarantee availability of this option. If I'm unable to accommodate a rush request within 24 hours, I'll post a follow-up to your ticket.
No special requirements except for the details I need which are outlined further down this page. Tickets are queued and handled in the order received. My time is charged at $50/hour with a 30 minute minimum unless you're making a non-rush request to have design photos swapped out (which is charged on a per/photo basis). Response times vary (see support schedule below).
The following items DO NOT require payment:
- Answering questions or providing usage instructions
- Fixing a problem caused by a bug in VedaCMS
- VedaCMS Upgrades that take less than an hour
- Fixing something that was the result of my own error or a problem with the server
I work on normal support tickets Mondays and Fridays only. Unless it's an emergency or rush request, please understand that I'm unable to work on support tickets any other days because the rest of the week is reserved for websites still being developed. The only exception is if you're just asking a basic question that requires nothing but a quick answer on my part. I'll try to respond to those tickets the same day or within 24 hours.
My goal for normal tickets is to have them completed by the first occuring Monday or Friday after they're submitted, but this may not be possible if you're requesting an extensive change or there are a high number of tickets queued ahead of you. I'll try to post a follow-up if I'm unable to get to your ticket within a week.
Emergency & Rush tickets will get a response within 24 hours unless I'm offline due to illness or vacation. If you need your website taken offline ASAP, this can be done within VedaCMS by going to the 'Settings > Admin Settings' area.
Details I Need with Support Requests
Please include the following information when submitting your ticket so I have all the information I need to help you as quickly as possible.
Descriptive Subject Line
Try to use a simple, but descriptive subject line that identifys what you need. For example, put down 'Design Photo Swaps for Yourdomain.com' instead of just 'Change Request'.
As Much Detail as Possible
Try to include all of the information you can with your initial ticket so it isn't necessary for me to contact you for additional info or clarification. If you want photos swapped out in the design, specify the pages and corresponding photo that needs to be used. Let me know if the image should be blurred, cropped or any other special editing. It's much easier for me if photo attachments have a file name that correspond to the page it's going on. Make sure the photos you provide are large enough to fill the design block.
If you're requesting any kind of design change (color palette, graphics, layout, etc) - be as descriptive as possible about what you want. Change requests go much more quickly if you can provide specific information. Telling me to just 'choose what I think works best' when it comes to colors, photos, graphics, etc will take longer, as I have to go in creative mode instead of tech support mode, which are two vastly different mindsets.
Send Technical Details
If you or a visitor to your site is having a problem, I need to be able to duplicate the problem before I can troubleshoot it. In order to do this, I need the following information:
- Operating System Details
- Browser & Version of that Browser
- URL where the problem occurs
- The exact steps I can take to duplicate the problem
Can you do it on your own?
If the change request is something you can do in VedaCMS, please attempt to do it on your own before contacting me. I'm happy to provide usage instructions if you're not sure of how to do something. If you still can't get it after at least a few attempts, I will make the change for you at my normal maintenance rate.
Check the Knowledgebase
Visit the knowledgebase to see if your question has already been answered. Here are common areas I receive questions about that are already covered:
General Support FAQ
VedaCMS Usage Guide
Secure Form Questions
cPanel Instructions & Guide
See below for important news and announcements.
I work on support tickets Monday and Friday mornings. Requests MUST be submitted as a ticket to qualify for support.
I'm unable to offer support on any other days unless it is an Emergency or Rush request.
Upcoming vacation dates or time off are listed on my contact page.
Normal Priority Tickets:
Monday and Friday mornings
Emergency & Rush Requests:
As soon as I see the request.
About Ticket Response Times
Refer to the ticket priority descriptions for typical response times.
I wish I could provide more consistent or predictable turnarounds on normal priority tickets, but lengthy or numerous requests tend to throw my support schedule off, so it's tough to estimate how quickly I can work through the support queue each week, as it always varies.
I understand that my Monday/Friday update schedule can be inconvenient when you'd like a faster turn-around on a support request, but it's the only solution I've found to be workable with my current schedule.
Please understand that I work exclusively through email and am unavailable by phone.