As a Smack Happy client you will receive:
- Clear guidance as we go through each step of the process.
- Screenshots and directions clearly explaining answers to your questions.
- A response to your email, text or phone calls by the next business day, excluding weekends, holidays and vacations.
The Support Hierarchy
1. Email Support
Typically one of our project managers will be your main point of contact. We recommend sending an email directly to our support inbox at firstname.lastname@example.org including the details of the issue, update, question, or new feature at hand. Someone will then be assigned to make the update and you will be informed with status updates along the way. If the project is larger and more involved than a phone meeting may be scheduled.
Sending your requests to our support system will immediately set up a support ticket so we can keep track of getting the task completed for you.
2. Phone Call
If you have an urgent request, please fill out the Urgent Request Form.
Please note that rush packages will apply.
Hours of Operation
Monday through Friday from 9am to 6pm Pacific time. If we host your website and you need assistance outside of these hours you can also contact WP Engine for help.