Client Support How to request help or website changes

Step 1: Check my Knowledge Base at help.vedasupport.com

Before opening a ticket, please check the help desk to see if your question is already answered or it's something you can do on your own.

Step 2: Email support@vedadesigns.net for help

If checking the knowledgebase doesn't fix your issue - feel free to email me for help. If something isn't working or displaying properly, please include your System Details.

Step 3: Submit Payment

If this is a paid support request (click "Support Costs" below), we'll send an invoice for the estimated amount of time the work will take. Once payment arrives, your request will be moved to the Active support queue.


Support Fees:

Time spent on support is billable unless it falls within "Fee Exceptions" listed below. Visit the maintenance page to generate an invoice or view costs for common requests.

  • Mini-Update: $10
    Small change requests or billable assistance that require no more than 10 minutes of work..
     
  • Normal Tickets: $50/hr (30 minute minimum)
    Hourly cost of any change requests or billable assistance that requires more than 10 minutes of work.
     
  • Rush Tickets: $100/hr if available (30 minute min.)
    Jumps you to the front of my queue and have work started within 24 hours. Availability NOT guaranteed. If you want to upgrade to rush service, indicate this in your request and we'll let you know if it can be started within 24 hours.
     
  • Emergency Tickets:
    Must have '911' or 'Emergency' in the subject line. Limited to severe issues that prevent you from conducting business, such as your email not working or your website being down. Non-critical issues sent as an emergency request will be considered a 'Rush' request and charged accordingly.
     
  • Fee Exceptions (Non-Billable Work):

    The following types of support requests DO NOT require a payment:

    • Answering questions or providing usage instructions
    • Fixing a problem caused by a bug in VedaCMS
    • VedaCMS Upgrades that take less than 30 minutes
    • Fixing something that was the result of my own error or a problem with the server

Be as detailed as possible when requesting help

This ensures we can help you more quickly. Refer to the guide below:

  • Descriptive Subject Line
    Try to use a simple, but descriptive subject line that identifys what you need. For example, put down 'Design Photo Swaps for Yourdomain.com' instead of just 'Change Request'.
  • As Much Detail as Possible
    Try to include all of the information you can with your initial ticket so it isn't necessary for us to contact you for additional info or clarification.  
  • Send Technical Details
    If you or a visitor to your site is having a problem, we need to be able to duplicate the problem before we can troubleshoot it. In order to do this, we'll need the following information:
    - Operating System Details
    - Browser & Version of that Browser
    - URL where the problem occurs
    - The exact steps we can take to duplicate the problem
  • Can you do it on your own?
    If the change request is something you can do in VedaCMS, please attempt to do it on your own before opening a tickeet. We're happy to provide usage instructions if you're not sure of how to do something. If you still can't get it after at least a few attempts, we'll make the change for you at normal maintenance rates.  li>
  • Check the Knowledgebase
    Visit the knowledgebase to see if your question has already been answered. Here are common areas we receive questions about that are already covered:
    General Support FAQ
    VedaCMS Usage Guide
    Form Sentry Usage (Secure Forms)
    Hosting & cPanel Guide

Support Schedule:

Due to a high development workload, my assistant Christine screens the majority of new support requests. If the request is something she can't help you with, she'll file it to my personal support queue - which I try to make time for at least 1-2 days a week.

Emails are monitored on daily basis, with exception to weekends, holidays or scheduled/emergency time off.

Visit the Ticket Turnaround Times KB article for more details.

Emergencies:

If you are having an emergency, put "EMERGENCY" or "911" in your subject line, but please refer to this KB article for details of what qualifies as an emergency issue.
If needed, you can take your website offline ASAP within the Settings area of VedaCMS

Emergency tickets are limited to severe issues that prevent you from conducting business. Please do not send a 911 email about something that is not genuinely a critical issue. If you need a non-critical change made immediately, the ticket will be considered a 'Rush' request and charged accordingly.

Announcements

View the Announcements category of the online knowledge base for most recent news & updates.

Upcoming Time Off

View Upcoming Time Off I have planned so you know when I'll be unavailable or support.

Unless otherwise indicated, I'm not available for support on weekends, holidays or scheduled days off listed on the link above.

Work Schedule (hours may vary)

Monday-Friday:

Fall/Winter/Spring: 8am to 4pm
Summer: Noon to 7pm
Majority of week is reserved for new websites in development. I try to set aside one day a week for time on support requests. Visit the support page for more information.

Off Time:

Evenings, Weekends & US Holidays
Please understand that as a freelancer working from a home office, I can't be available 24/7. Evenings and weekends are reserved for time with my family.

My assistant Christine monitors my inbox on a daily basis (Monday-Friday), though does the majority of replies during an evening/graveyard shift.

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