Support
Our amazing accounts team is always here to help.
If you have an issue we have a couple paths for you here:
Emergency Support
Need immediate support, like now? Don’t panic.
Teamwork
Teamwork is the best way to reach your account manager.
Using Teamwork
All Vital to Client communications happen in our Account Management software called Teamwork.
You can easily reach out to us, just follow these steps:
1. Follow the Teamwork link and select the project related to the issue.
2. Now find the “Messages” tab and enter the following Subject Line:
"Emergency Support: [Client name]"
3. Please review FAQ #1 below to see what information should be included
4. Tag all Vital team members on the message.
Live Site Issue FAQs
Common questions when submitting a live site issue for the Vital Team to review.
How to file a live site issue within your project
If you are following the directions above the FAQs and submitting this via Teamwork for your Account Manager to review then please include the following information in your message;Â
Summary:
Explain the issue in a few words.
Description:
Explain the issue in full. Be as descriptive as possible.
Environment:
You can use this link; https://www.whatismybrowser.com/ to provide us with this information
Example: Google Chrome version 98.0.4758.109 / macOS version 12.2.1
Example: Mobile Safari / iOS version 13
Source URL:
The exact URL where the issue is located.
Visual Examples:
Attach screenshots or screencasts showing/demonstrating the issue.
Steps to Reproduce:
The exact steps to reliably reproduce the issue (when possible)
Expected Results:
Example: The video should play when the play button is clicked.
Actual Results:
Example: The video does not play when the play button is clicked.
What is the difference between a live site issue and a project request?
A live site issue refers to any problem that significantly disrupts your business operations, such as your website being down, functionality no longer functioning, images displaying incorrectly, or your eCommerce functionality not working properly.
A project request, on the other hand, involves enhancements or minor adjustments that do not critically impact your website’s functionality. For example, a request like, “The margins on our forms are too tight, making it difficult to submit,” is a project request that should be directed to your Account Manager for review and scheduling.
What are the priority levels for live site issues?
Level 1:
Highest Priority. Site Down or where service is unavailable, and all users and functions are affected.Â
Level 2:
High Priority, meaning there is significant degradation of service that impacts large numbers of users and critical functions.
Level 3:
Limited degradation of service where only a few users are affected, but business processes can continue.Â
Level 4:
Low Priority, which includes non-critical issues such as routine security alerts.
What are the expected response times?
Level 1:
15–30 minutes.Â
Level 2:
30 minutes – 3 hoursÂ
Level 3:
24 hours
Level 4:
48 hoursÂ
What are your support and emergency hours during nights, weekends, and holidays?
Our support team is available during nights and weekends, though response times may be slightly delayed. You can expect a response, an assessment of the issue’s severity, and appropriate action based on priority. On holidays, we operate on a limited schedule to ensure our team gets meaningful rest, but urgent issues will be addressed as soon as possible.
How will live site issues be billed?
Ensuring the quick resolution of live site issues is our priority. The time spent addressing these issues is billable, and our Support Team will keep you informed throughout the process, including the time invested.
If you are enrolled in a DMR, PPC, or P&U retainer, your live site issue will be billed to that project.
If you are in a Hosting or Maintenance retainer, or do not have a retainer, your live site issue will be billed at our hourly rate.
For more details on our hourly rates, please refer to our terms and conditions: https://vitaldesign.com/terms-and-conditions/.
Should I be concerned about an increase in spam?
While an increase in spam can be frustrating, it is not necessarily a cause for alarm. If you notice a rise in spam activity, the best course of action is to contact your Account Manager for guidance. Vital can assess your website’s specific situation and recommend the best approach to mitigate spam.
