Support FAQs

24/7 website support is a service provided by WOWebsite that offers round-the-clock assistance for website owners. We are available whenever you need help, without the requirement of monthly maintenance fees. You only pay for support when you need it.

If you encounter an issue with your website, you can contact us for assistance. We offer different types of support, including maintenance support, emergency support, programming and server support, as well as SEO rescues. The response time for each type of support varies. For non-urgent maintenance support, email support@wowebsites.com and for Urgent issues email urgent@wowebsites.com — the classification for urgent issues are discussed below.

For existing clients, the website support rates are as follows:

• Maintenance Support: US$ 120 / hour (Wait time: 48-72 hours)
• Emergency Support: US$ 150 / hour (Wait time: 24 hours)
• Programming and Server Support: US$ 170 / hour
• SEO Consultation: US$ 200 / hour

Yes, even if you are not an existing client and your website wasn’t built by WOWebsite or hosted on our Company Server, you can still avail our support services. The rates for non-clients are slightly higher:

• Maintenance Support: US$ 175 / hour (Wait time: 48 – 72 hours)
• Emergency Support: US$ 195 / hour (Wait time: 24 hours)
• Programming and Server Support: US$ 200 / hour
• SEO Consultation: US$ 350 / hour

For existing clients, you will receive an invoice for the support services you avail. Please ensure timely payment to help us maintain quick and efficient support. For non-clients, we request payment upon receipt of the invoice. We use Freshbooks accounting services so you will receive the invoice via this service.

Urgent issues are those that require immediate attention and resolution. If you have a critical problem that needs urgent fixing, you can contact us via email at urgent@wowebsites.com for emergency support. Below are examples of urgent issues that need to be addressed right away:

• Website Downtime: If your website is completely inaccessible or showing error messages, it needs urgent attention to bring it back online.
• Security Breach: If your website has been hacked or compromised, it requires immediate action to restore security and prevent further damage.
• Payment Gateway Issues: In case of problems with payment processing or transactions on an e-commerce website, urgent support is needed to avoid financial losses and ensure a smooth customer experience.
• Critical Functionality Failure: If essential features of your website, such as contact forms, shopping carts, or login functionality, are not working correctly, urgent support is necessary to prevent disruptions to user experience.
• Server or Hosting Problems: Issues related to the server or hosting environment that impact website performance or accessibility require immediate attention to restore website functionality.
• Major Technical Errors: Critical technical errors that affect the website’s core functionality, layout, or appearance demand urgent resolution.
• Critical Domain issues: records not propagating, incomplete propagation of DNS settings, website migration issues, MX records not propagating

In these urgent cases, we will do our best to ensure resolution within 24 hours.  Its important to note, however, that we cannot guarantee this timeframe.  There are many issues beyond our control.

For non-urgent support, you have two options:

• Create a support ticket: You can use our support ticket system to provide details about the issue. Our team will respond to your query within the specified wait time.
• Email us at support@wowebsites.com: Send us an email describing the problem, and we will get back to you as soon as possible.

Maintenance support covers regular updates, bug fixes, and general website maintenance tasks. If you have ongoing issues or updates required for your website, maintenance support is the appropriate option. Here are some examples of regular support:

• Bug Fixes: Tickets related to resolving technical issues, glitches, and errors on the website that affect its functionality and user experience.
• Content Updates: Tickets requesting changes to website content, such as adding new information, updating existing text, or publishing new blog posts.
• Security Updates: Tickets concerning the implementation of security measures, software updates, and patches to protect the website from vulnerabilities and cyber threats.
• Compatibility Issues: Tickets addressing problems with website compatibility across different browsers and devices to ensure a seamless user experience.
• Search Engine Algorithm Updates: Tickets related to adapting website strategies and content to align with changes in search engine algorithms to maintain or improve search rankings.
• Server and Hosting Support: Tickets seeking assistance with server-related issues, hosting configuration, and optimization for better website performance.
• Design and Layout Changes: Tickets requesting design updates, layout adjustments, or changes to improve the website’s visual appeal and user engagement.
• Performance Optimization: Tickets focused on improving website loading speed, reducing page load times, and enhancing overall site performance.
• Mobile Responsiveness: Tickets related to ensuring the website’s responsiveness and functionality on various mobile devices and screen sizes.
• Domain and DNS Issues: Tickets concerning domain-related problems, domain transfers, and DNS configuration updates.
• E-commerce Support: Tickets involving issues with online stores, product listings, payment gateways, and order processing for e-commerce websites.
• Analytics and Reporting: Tickets requesting assistance in setting up website analytics, tracking metrics, and generating performance reports.

Please note, this list is not exhaustive.  As long as your request is not urgent (requires immediate resolution), it will fall under regular maintenance.

Yes, both existing and non-existing clients can avail programming and server support. This service is useful for technical issues related to your website’s functionality and server performance.

The difference between “support” and “programming support” lies in the scope of the services provided and the nature of the assistance offered:

Support:

• Website support encompasses a wide range of services aimed at maintaining the overall functionality and usability of a website.
• Support services often include tasks such as bug fixes, content updates, security updates, compatibility checks, server and hosting assistance, and general maintenance.
• Support is more focused on addressing issues and maintaining the website’s day-to-day operations.
• It may involve providing assistance to website owners or administrators in managing their websites and ensuring they run smoothly.
• Support services are often handled by a dedicated support team or service provider with expertise in website maintenance and troubleshooting.

Programming Support:

• Programming support, on the other hand, is a specific subset of website support that deals with more technical aspects of the website.
• This type of support is centered around programming or coding tasks, typically requiring in-depth knowledge of programming languages and web development frameworks.
• Programming support may include tasks such as custom feature development, database management, server-side scripting, API integrations, and advanced functionality implementation.
• It is more focused on implementing and enhancing specific functionalities on the website based on unique requirements or complex projects.
• Programming support often requires the expertise of skilled web developers or programmers who can write custom code and work on intricate technical aspects of the website.

While both support and programming support are essential components of website maintenance, the primary difference is the scope of tasks they cover. General website support involves a broader range of services aimed at overall website maintenance, including content updates, bug fixes, and security updates. Programming support, on the other hand, focuses specifically on the technical programming tasks and custom development needed to enhance specific features or functionalities on the website.