As a Smack Happy client you will receive:
- Clear guidance as we go through each step of the process.
- Screen shots and directions clearly explaining answers to your questions.
- A response to your email, text or phone calls within 48 hours excluding weekends, holidays and vacations.
The Support Hierarchy
1. Email Support
Typically Nicole, Becka, or Danielle 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 setup a support ticket so we can keep track of getting the task completed for you. Nicole checks tickets twice a day around 11:30am and 4:30pm PST, Becka checks tickets during the morning hours PST, and Danielle checks tickets early morning hours PST and end of business day hours PST.
2. Phone Call
In the case of absolute urgency, call Nicole at (415) 814-5885. If you can’t reach Nicole you should email email@example.com or contact WP Engine support at wpengine.com/support if we host your site. If you have your own hosting, your provider may be able to help as well depending on the issue.
Please note that rush packages will apply.