Our Support Promise

Thank you for reaching out to our Support Team! We are committed to providing you the best service. In order to do so, please make sure to read and understand the guidelines below. We want to make sure that we help you in the best and fastest way possible. 

Turnaround Times

Our general turn around time is 3 -5 business days.. This means that someone from our team will respond to you within that time but it does not necessarily mean a resolution. Depending on your inquiry or request, the timeline for completions can differ. However, rest assured that if your website is down or that any urgent issues resulting in service interruptions will be prioritized and you can expect to hear from us in 1 business day. 

Phone Calls  

Our team is happy to provide assistance over the phone for those who prefer it. Please review the notes below to make sure that we resolve any inquiries in a timely manner. 

• Website Updates cannot be completed over the phone. Please review the guidelines below if you would like us to complete the updates on your behalf. 

• If you require one-on-one training or have a larger update you would like to discuss, please schedule a call here rather than using our phone line. 

• If you have a scheduled call regarding  a large update, it is recommended that you send any assets in advance as a ticket so our team can prepare. 

• If your question relates to strategy and how to use your website most effectively, you can contact our engagement team at [email protected] 

• Updates outside of any of our platforms or your website with us will be redirected to appropriate third party services or their IT team. While we would love to help, we are also not experts in them and would not be able to provide the best assistance. . 

• The use of negative or abusive language including but not limited to shouting, cursing, racial slurs, etc. will result in the termination of the call. 

Website Updates Requests

As part of your website subscription, one hour (three hours for Tycoon plans) of website updates per month can be made by our product support team on your behalf. Note that if you require help with strategy and which updates to make to your website, you want to contact [email protected] instead.  Anything over that hour will be considered custom work which begins at $175/hour. 

So, we definitely recommend using this time for more complex website updates to really take advantage of it! You can then use the website dashboard to make simple updates, like copy changes. Not to worry, our support portal has workshops, videos and articles you can use to learn how to do that on your own!

One quick note: any unused hours cannot be carried over to the following month so if you would still like to use your hour for the month, make sure to follow the below guidelines to ensure fastest turnaround times.  

• Make sure to send us your website URL so we can make the update on the correct website. 

  • Even better, if you send us the link to the exact page you are wanting to change! 

• Send all the assets you have (images, mock-ups, copy, etc.) in separate files

  • Send copy in a word document and, 

  • Accompanying images as separate JPG or PNG files

  • Make sure medias follow these asset optimization guidelines

  • If you don’t have the images or videos, click here to find libraries you can use. 

• Be as specific as you can be! For example, if you need a copy removed, let us know where to find it. 

How are your support hours calculated?

Based on their experience completing updates using our platform, our product support team have created time guidelines which they then use to calculate your remaining support hours for the month. 

You can use the same guideline below to estimate how many support hours you have left for the month as well as the time you can expect to hear back from our team (turnaround time). Note the update you requested may or may not be complete depending on whether or not we need additional information from you. 

If you require further updates or your specific update to a particular content has changed, this will be considered a new request so you’ll want to adjust the deductions to your support hours and account for the new turnaround time accordingly. 

For example:

John Advisor requested to add a new team member (Sarah Advisor) profile to his team page and he has not used his support hours for the month. He calculates that he has 50 minutes of support hours remaining.  

Two days later, our team responds that Sarah has been added to the website.  However, Sarah acquired a new license and the bio needs to be updated again. 

John is then left with 45 minutes of support hours remaining and should expect to hear back from our team another two days later. 

Other things to keep in mind as you go through the below timeline:

• Make sure to send us your requests in advance, especially if it is time-sensitive. Requests are received on a first-come-first-serve basis and cannot be prioritized if sent later. 

• The timelines below DO NOT account for compliance approval as we are not part of that process. Please account for that accordingly when sending your requests. 

• We can only schedule blog posts to go live on a particular date. If you require other non-custom updates to go live at a later date, send the request to us 1 - 2 days before the date you want it published.  

• The below times apply only to ONE content addition or update. Make sure to multiply the time deductions to the amount of content you are updating (e.g. two new team member profiles = 40 minutes)

• Similarly, additional section time does not account for the content within it. That is, a new team section with 2 team members is equal to 60 minutes of support time (20 minutes for the section and 20 minutes for each new team member).

• For redesigns or landing pages, it’s best to have a mock-up to lessen back and forth while still getting to the design that you like. 

• These timelines more accurately reflect changes to our Force platform. If you’re website is on our legacy platform, allow for additional time as it doesn’t have the same features and therefore, normally take longer. Click here to learn more about Force. 

IMPORTANT DISCLAIMER: 

Our team reserves the right to adjust the remaining support hours based on their actual estimates of your specific request. If we think the request does not fit any of these categories and will take longer, we will inform you beforehand and adjust the remaining support hours accordingly. 

Custom requests are assessed by our team. Timelines will be provided separately. Note again that any provided timeline will not mean full completion. In most cases, customs work requires a lot of back and forth to get the website to the state that you like. Let us know as early as you can so there are no delays in your marketing timelines.