This article is intended to explain how to receive emergency support from Creating Digital. Our standard support hours are Monday - Friday 9am - 5pm EST, excluding US Holidays. We strive to respond to tickets within 1 business day with an update, resolution, or an expected completion date, although some tickets may take longer.
If your issue involves a website or server down, or another urgent issue that requires immediate attention, or requires after-hours support, please follow the steps outlined below.
This service is intended for actual website emergencies such as:
- Website Inaccessible (verified multiple users having the issue)
- eCommerce ordering not working for multiple customers.
- Multiple Emails not being received from a variety of different senders.
Some examples of items, that are not emergency issues and would be billed according to our after-hours billing policy:
- There's a typo on the site and it needs to be fixed outside of hours
- One sender is going to spam. I am receiving everyone else's email fine.
- One user is complaining of an issue, but I tried and multiple other people have tried and have success. This is the only user complaining of the issue.
If you require after-hours support, you must do two things:
- Fill out this form "https://support.creatingdigital.com/contact"
- Call our office line at 201-475-1288 to advise as to the emergency status of the ticket. Please make sure to let the receptionist know "this is an emergency matter and needs to be marked URGENT".
"THIS IS AN EMERGENCY MATTER AND NEEDS TO BE MARKED URGENT."
If this is not stated, the ticket may be marked as normal priority and this will delay processing.
If you receive a voicemail on the office line after hours, that is normal and you MUST leave a voicemail detailing the emergency nature of the ticket, your name, your website url, and a call back number for you. After hours calls are screened so please leave a detailed message. You may be contacted back via the ticket or the phone number you left depending on the technician’s availability.
If your issue is clearly not an emergency, our normal policy for after-hours work is to charge 1.5x our standard hourly rate with a 4-hour minimum. This will allow time for both the fix/push, and the technician to be available for the remaining time following the push should any issues need to be reported. Support is provided based on availability.