Not a reader? Listen in as our Support Manager, Cassidy, walks you through our support system and how to submit a support ticket. Featuring a cameo from Cassidy’s dog Margo!
What is support?
Here at Engenius, we take support very seriously. We have a support ticketing system available to you for submitting support requests. We do this in order to make sure that every request, no matter how basic or complex, is taken care of in the most timely manner possible.
Support is not an unlimited resource. Tracking our time allows us to see how long we have worked on certain tasks so we can find opportunities to serve you better. We’ve learned quickly that support is a valuable resource that sets us apart from many of our competitors. Therefore, we set out to make Engenius support as easy to use as possible.
How does support work?
The most efficient way to submit a support ticket is via our ticket form (found here) or by emailing support@engeniusweb.com. We have a team that is constantly checking our support system during business hours.
You may also call our office directly, Monday through Thursday, 8am-5pm, and Friday 8am-12pm at 864-977-1767.
What happens when I run out of support credit?
All routine site maintenance and hosting costs, among many other features, are included in our Engenius Service Plan. Our clients can also opt into 5 or 10 hours of support credit annually to take their Engenius Service Plan even further. If you selected the +5 or +10 option and are running low on your support credit, we will notify you regarding the time requirements of your request. If your project exceeds the amount of support credit you have left, we will invoice you at our hourly rate.
Clients that didn’t select an add-on option will be invoiced at our hourly rate–your time begins after Engenius has received your ticket and formulated a plan to complete your request.
Questions about other services Engenius offers?
If you have questions about services such as Search Engine Optimization (SEO), pay-per-click (PPC), content marketing, or website performance, reach out to our Client Success Team at accounts@engeniusweb.com. They will be happy to hop on a phone call and make sure that all of your digital marketing goals are being reached!
