Expectations

Support Ticket Examples

The following are examples of what we consider ‘support tickets’ which can be rectified using hours included in your support and hosting plan:

Website Updates that can be made via CMS
- Change colors
- Change fonts
- Update images
- Update copy
- Edit/duplicate page/posts
- Create pages/posts with existing website architecture
- Add existing section within an existing block
- Make menu changes
Troubleshoot an error or bug
Minor Code Changes (example: editing the footer section with a new link or social icon)
Research/Recommend/Install /Activate/Run plugins of the client’s choice
Create/Edit/Remove pop-ups for mobile and desktop
Adjust current design / layout of a section (request clear instructions from client; ideally the client to provide a mockup)
Create/Edit/Delete user logins
iFrame code updates (donation forms)
Review/Recommend/Add/Remove ad code
Clearing Cache
Resolve SSL Certificate issues

Building a new block with new features/enhancements
Updating a website for WCAG guidelines
Develop custom code for plugin functionality or donate button functionality
Fixing Page spacing (this may involve hard coding CSS into the website)
Update static features of the website that cannot be altered within WordPress (Header/Footer)
Addressing user errors such as missing webpages or incorrectly created/edited pages/posts
Resolve advanced bug errors
Implementing UTM values for redirects
Editing SVG images
Incorporating pop-ups that require specific enhancements/features
Relaunching an existing website with new updates – that has been in a private mode

Non-emergency Requests:

Urgent/Emergency Requests:

What is an Urgent/Emergency Request?