Marketing Services’ Website Support — Service Inclusions & Process

This article details the inclusions of Marketing Services’ Website Support product and the process/best practices for submitting requests to our Website Support team.

What is Included in Website Support?

Website Support is a fulfillment service offered by Marketing Services for WordPress websites hosted on Vendasta’s WordPress Hosting Pro platform. Website Support includes the following:

• Access to Marketing Services’ Website Support team for technical support
• Minor changes to the website’s appearance, such as:
  • Fonts
  • Colours
  • Media (images, videos, icons)
  • Text
  • Contact form fields and settings
  • Reorganization or duplication of existing sections
• Backend updates are completed quarterly to ensure WordPress stability
• Updates to plugins and themes upon request
• Health checks to website upon request
• Uptime monitoring and urgent support if your website goes offline

How to Submit a Website Support Request to Marketing Services:

1. Send an email to our team at [e-mail] 
   1. Sending edits via email ensures that your request is properly documented, as our teams use a ticketing system. This is the best forum to communicate with us.
      
      
2. Within your email, please share the details of the edit(s) you’d like addressed on your website. Clear & straightforward details will minimize any potential back-and-forth for clarification before our team can proceed with the work.
   1. Please include all requested changes in a single email. This ensures that no details are left out as our communications team assigns the work to the website team and prevents confusion.
   2. Attach any applicable attachments, images/screenshots, web copy, etc.
      
      
3. Upon receiving your email, a client solutions specialist will review your request. If they require additional clarification, they will inform you via their response. Otherwise, they will respond in the email thread to confirm receipt and provide you with an estimated update date. We can guarantee an update on the project within 3 business days.

What is an update? It consists of one of the two:

• The request is completed and you are informed of the work done.
• If not complete, the update will provide information on the current status of the request and insights on any delays (eg. complexity, volume of requests received, additional assets/clarification required, etc.)

Please keep an eye out for our emails. Our team may request further clarification or need additional assistance (access to a link you shared, etc.). Our goal is to complete this work to your satisfaction in a timely manner, and your responsiveness is appreciated.

In the event that your website goes down:

Marketing Services’ Website Support Team has automations in place that will flag when websites go down. Our goal is to be aware of website downtime and get the website back up and running as soon as possible. However, there may be times when you or your client notices an issue before we have been able to resolve the issue.

If you notice your website is down, first:

1. Check if your website is still hosted on WordPress Hosting Pro/if the WordPress Hosting Pro product is active on the account in Partner Center.
   1. If you deactivate WordPress Hosting Pro while the DNS records point towards WordPress Hosting Pro (the hosting platform) this will cause the website to go down, as websites need a place to “live.” 
   2. If you move the website to another hosting platform, you need to update the DNS records prior to deactivating WordPress Hosting Pro.
      
      
2. Check if this issue is on a certain page of the website or the entire website.
   
   
3. Check if this issue affects a specific device or all devices (e.g. Is this only on mobile devices, or are desktop browsers affected, too?).
   
   Contact Us:
4. Please email us with the details at [e-mail]
   Include answers to the above questions and, if possible, the error message you receive to assist us in determining the root cause. 
   1. There are times when websites appear to be down for specific users, and so replication can sometimes be inconsistent. Providing details about your specific experience will help our team troubleshoot and resolve the issue.
      
      
5. After sending your email, please also give us a call. Our team does our best to catch urgent emails right away, but giving us a call will allow us to check in on your request and flag it with the website support specialists immediately:
   Marketing Services: 1-866-378-8031 (Monitored Mondays-Fridays, 8 am - 5 pm CST)
   
   
   1. If your website is down outside of these hours, you can alternatively contact Vendasta’s Support on Demand team:
      1. Open the WordPress Hosting Pro dashboard and click on the blue Help button at the bottom right:
         
         
      2. Click Live Chat at the bottom of the pop-up window:
         
         This live chat is monitored 24/7, and they can assist with downed websites outside of Marketing Services' operating hours.