Frequently asked questions

What are support tickets?

Each support ticket entitles you to assign us a support request. The support ticket can be about the content of your website, its appearance or its functionality. It can also be about your hosting package, your domain, your AdWords or Facebook Campaign, or about a fix to your Analytics account, etc.

How much does each support ticket cost?

The cost of each support ticket depends on the time a particular task takes to complete. Minimum charge a half hour (30 minutes). After the first half hour, charges accumulate in 30-minutes steps. For example, if a task takes 15 minutes to complete, it will cost you 30 minutes of work (one credit). A task that takes 40 minutes will cost 60 minutes of work and so on.

How are tickets paid?

Support tickets get paid from the credits you have in your account. Each credit buys 30 minutes of work. When you open a new ticket, a credit is subtracted from your account. For every 30 minutes that someone works on your ticket, another credit is subtracted.

What are credits?

In order to be able to open a ticket (assign us a task), you need to have at least 1 credit in your account. Each credit buys 30 minutes of work. You can buy a pack of credits. When you buy a pack of credits, you get discounts. If you have lots of tasks to assign us, it is best for you to get the right pack of credits in order to get a discount.

Can purchased credits be refunded?

Credits purchased can be refunded within 30 days of purchase, if not used.

How do I know how many credits are needed for my job to be done?

Most simple tasks (simple text fixes, picture changes etc.) are done in less than a half hour, so you get charged only for 1 credit. For more complicated tasks, you can call us or send us an email describing the task so we can give you an estimate on the number of credits that will be needed. After some time working with us, you will get a grasp of the time needed for each task and you will be able to estimate the number of credits needed for each task you assign to us.

How is working time calculated for a ticket?

When you open a new ticket, it is automatically tagged as "NEW". When one of our developers starts working on it, it is tagged as "OPEN". When the task is completed, the developer files the ticket under the "CLOSED" status. Our system automatically calculates the time duration the ticket was OPEN. Sometimes our staff will need more information or clarifications from you. In this case, the ticket remains in "PENDING" status until we get the info we need and resume working on your project. You don't get charged for the time the ticket is in "PENDING" status.

Who will get to work on my ticket?

Each ticket is assigned to the web developer or web designer who is the most experienced with the task you want us to accomplish. In that way, you get your job done in less time and you pay less.

What is response time and resolution time?

Response time is the time elapsing between the moment you open a new ticket until you get the first response from us. Resolution time is the time elapsing between the moment we start working on a ticket and the moment we finish the job and the ticket gets CLOSED. We are passionate in providing the lowest response and resolution times. In most cases, ticket resolution time is less than 2 days, but that depends on the kind of job you want us to complete.

What kind of jobs can I assign to you through the support system? At which technologies are you fast and competent?

Our team consists of experienced web designers, web developers and web advertisers. They have worked on hundreds of websites and campaigns. We have triple certification by Google as AdWords Certified Partners, Analytics Certified Partners and Website Optimizer Certified Partners. Some of the technologies/platforms in which we have extensive experience are:

  • HTML
  • CSS
  • PHP
  • MySQL
  • Drupal
  • Laravel
  • Joomla
  • VirtueMart
  • E-Commerce Optimization
  • WordPress / WooCommerce
  • Shopify
  • Opencart
  • Prestashop
  • cPanel/WHM
  • Graphics Optimization
  • Newsletter Templates Design and Implementation
  • Apache & MySQL Optimization
  • Varnish Server Setup
  • SEO Audit
  • Page loading speed optimization
  • G Suite Setup & Support
  • Google Ads
  • Facebook Ads
  • Google Analytics